Develop and lead the brand’s comprehensive CRM and retention strategy across all owned communication channels as well as through the brand’s loyalty program
Drive the strategy to maximize the effectiveness and impact of all segmented and automated lifecycle journeys (onboarding, post-purchase, winback, replenishment, loyalty/VIP, etc.)
Lead the content strategy for all owned media campaigns with an eye towards product and gender affinity, cross-category shopping, time between purchase and total customer value
Own customer segmentation and targeting strategies to maximize ongoing engagement, retention, repurchase, and LTV
Direct the planning, execution, and optimization of all email and SMS campaigns across promotional, transactional, and lifecycle communications
Manage a small team, and own the full campaign process: calendar, creative briefs, testing roadmap, campaign development, quality assurance and deployment
Partner with creative, digital, and merchandising teams to ensure messaging supports key brand and business priorities
Establish and lead a strong experimentation culture using A/B and multivariate testing to continually improve performance

8+ years of CRM, retention, or lifecycle marketing experience within a consumer brand, ecommerce, DTC, or retail environment
Demonstrated success leading CRM and customer loyalty programs that drive revenue growth, repurchase, and LTV
Direct experience with email/SMS platforms, CDPs, ESPs, and loyalty technologies
Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies and initiatives
Proficiency with A/B testing and experimentation frameworks
Exceptional project management skills with a track record of working cross-functionally
Strong communication skills with the ability to influence stakeholders and present to leadership
Passion for customer experience and delivering personalized, compelling brand interactions

Associate Director, CRM & Customer Retention