Responsibilities

• CRM, Lifecycle & Personalization· Own CRM, lifecycle, segmentation, and personalization strategy across David’s and Pearl, translating customer data, behaviors, and signals into differentiated audiences, journeys, communications, and experiences.
• Lead the ongoing optimization and expansion of triggered and lifecycle journeys across key customer moments, including acquisition and opt-in, appointment, purchase, event milestones, second purchase, cross-category engagement, Pearl experiences, retention, and reactivation.
• Develop and continually evolve a scalable segmentation framework incorporating lifecycle stage, customer behavior, purchase history, loyalty status, engagement, event timing, category affinity, and other relevant signals.
• Advance personalization by expanding the use of dynamic, predictive, and next-best-action approaches across email, SMS, loyalty, and other addressable experiences.
• Identify high-value customer behaviors and opportunities to increase repeat purchase, cross-category penetration, retention, and lifetime value while optimizing the overall communication mix.
• Partner with Analytics, Digital, and Technology to identify data gaps and define the data, models, integrations, and capabilities required to continually advance customer decisioning and personalization.
• Loyalty Strategy· Own the strategy and evolution of David’s loyalty program and Pearl loyalty experiences, including program positioning, structure, tiers, benefits, rewards, experiences, and member value proposition.
• Set strategic priorities for membership growth, engagement, redemption, second purchase, cross-category behavior, retention, and lifetime value, guiding the Loyalty Manager in execution across campaigns, offers, partnerships, promotions, and member experiences.
• Define how Pearl experiences, benefits, partners, and customer signals integrate into the David’s customer journey, creating connected experiences across the broader ecosystem.
• Partner with Finance and Analytics to evaluate loyalty program economics and incremental impact, including revenue, reward cost, redemption, breakage, and ROI.

Requirements

• 8+ years of experience across CRM, lifecycle marketing, loyalty, retention, customer strategy, or related disciplines, including experience leading teams and complex cross-functional initiatives.
• Deep expertise in CRM strategy, segmentation, personalization, email/SMS, and lifecycle marketing, with demonstrated ability to use behavioral, transactional, and engagement data to develop sophisticated customer strategies and journeys.
• Experience developing or evolving loyalty programs and driving measurable improvements in customer engagement and value.
• Strong understanding of the marketing technology ecosystem, including ESPs, SMS platforms, CDPs, loyalty platforms, journey orchestration, and customer data activation; experience evaluating, selecting, implementing, migrating, or evolving major platforms strongly preferred.
• Strong analytical orientation with experience in experimentation, incrementality, retention, customer lifetime value, and translating customer data into strategic recommendations.
• Proven ability to lead and develop teams, influence cross-functional partners, and manage technology vendors, agencies, and strategic partners.
• Strong executive communication and presentation skills, with the ability to translate complex customer, data, and technology concepts into persuasive business recommendations.
• Retail, ecommerce, fashion, consumer services, or other high-volume B2C experience strongly preferred.

Benefits

• Full Time Opportunity – A comprehensive benefits package is available.
• Rewarding Environment and Competitive Pay
• Generous Dream Maker Discount After First Pay Period
• Referral Incentive Program
• Dayforce Wallet – Get Paid Early!
• Health/Dental/Vision Insurance
• 401K Program
• Paid Vacation, Wellness Days & Holidays, including your Birthday off!
• Pet Benefits