Sr/Director, CRM & Retention

Responsibilities

• Own CRM and lifecycle marketing strategy end-to-end , from onboarding and education to referral, reactivation, and retention.
• Lead and scale a high-performing CRM team across campaign operations, analytics, and journey strategy.
• Develop and optimize lifecycle journeys tailored to customer segments, product behaviors, and regional priorities.
• Design and grow our referral program - working closely with product and growth to maximize impact, reward structure, and messaging.
• Drive activation across regions - building the messaging and sequencing that turns sign-ups into engaged users.
• Test and iterate at scale - developing experiments across segmentation, timing, creative, and channel mix.
• Optimize our new CRM platform to unlock behavior-based journeys, deep personalization, and real-time triggers.
• Work cross-functionally with Growth, Paid Media, Regional Marketing, Product, and Performance Creative to align on goals, share insights, and deliver a seamless customer experience. You will own the CRM programs across our different product and business verticals.
• Turn data into direction - reporting on CRM performance, uncovering drivers, and applying those learnings quickly.
• Champion retention and LTV as company-wide priorities, bringing insight and accountability to every part of the customer journey.

Requirements

• 8–12+ years in CRM, lifecycle, or retention marketing, ideally in high-growth B2C or fintech environments.
• Proven experience owning CRM strategy across multiple stages of the customer lifecycle - including onboarding, referral, loyalty, and reactivation.
• Deep hands-on knowledge of CRM platforms (i.e. Zeta, Braze, Iterable, etc) - and comfort working with CDPs and behavioral data.
• Track record of building high-performing teams and scaling CRM functions globally.
• Sharp testing and experimentation mindset - you move quickly, iterate often, and let data lead.
• Strong strategic partner to product, creative, and channel leads.
• Fluent in engagement, LTV, and retention metrics - with experience turning insight into growth.
• Experience working across time zones and markets, including multicultural messaging and global compliance (GDPR, CCPA, etc.).
• Based in the US (Eastern or Central time zones preferred) or UK, with flexibility across hybrid or remote structures.

Benefits

• Remote first flexibility
• Generous PTO
• 13 Paid Holidays
• Medical / Dental / Vision Insurance
• Life, Disability, and other benefits
• 401k with competitive Employer Match
• Community Service Days
• Generous Parental Leave