Cash compensation range: $201,000-$231,000 USD annually + equity

The Director of CRM will report to the Senior Director of Growth and be responsible for leading the development and implementation of CRM strategies to drive customer acquisition, engagement, retention, and revenue growth. The ideal candidate will have a proven track record of success, be a natural leader who thrives in a fast-paced environment, and be able to lead a team while remaining hands-on. They will work closely with our internal creative resources and have experience leveraging data and technology to drive marketing results. The role will involve managing a team of 2.

Responsibilities:

• Develop and execute a CRM strategy that builds strong relationships with members, increases LTV, and drives customer acquisition, engagement, and retention.
• Oversee day-to-day operations and ensure flawless execution across email, in-app, SMS, and push communications.
• Design and launch nurture streams, membership benefits, and referral program to deepen relationships and improve conversion.
• Continuously identify, prioritize, and refine lifecycle roadmap through ongoing experimentation.
• Launch a communication preference center to improve relevance and database health.
• Partner with the acquisition team to convert paid leads through effective segmentation and engagement strategies.
• Evaluate and recommend new CRM technologies and tools to streamline workflows and improve effectiveness.
• Lead and support a team of talented lifecycle marketers, establish team priorities and targets.

Qualifications:

• 10+ years of CRM experience, ideally in a fast-growing business, with a proven track record of improving brand health, loyalty, and sales.
• Experience managing CRM at every step of the funnel, including building email lists, converting prospects into long-term members, identifying cross-sell opportunities, and executing winback strategies.
• Successful at partnering with Product and Engineering teams to enhance the end-to-end customer journey.
• Experienced in CRM technology management, with a strong understanding of marketing and operational databases, segmentation, and campaign management. Experience with Braze and Hubspot preferred.
• Customer-centric mindset with a strong brand and creative sensibility, and a passion for creating communications that provide value and build strong brands.
• Strong analytical skills with the ability to turn data into actionable initiatives.
• Exceptional communicator with experience presenting to executive leaders and a variety of audiences.
• Experience leading and developing high-performing teams in a fast-moving environment, with the ability to focus on high-impact work.
• Collaborative and relationship-driven, with the ability to build strong relationships internally and externally.

Leadership Competencies / Values:

• Low Ego / High Intellectual Humility/Curiosity - Actively seeks input and perspective of others. Receives feedback well.
• Educator / Coach - Trains team effectively, sets up others for success, and provides career growth opportunities.
• Excellence - Sets high standards of performance for self and others. Low tolerance for mediocrity.
• Integrity - Does not ethically cut corners. Earns trust of co-workers. Puts organization above self-interest.
• Resourcefulness / Initiative - Passionately finds ways to achieve results despite lack of resources. Shows bias for action.
• Adaptability - Copes effectively with complexity and change.
• Team Player - Leads peers to do what is best for the company. Approachable.
• Intelligence - Acquires understanding and absorbs information rapidly.
• Self-Awareness / Feedback - Recognizes own strengths and weaknesses. Uses feedback mechanisms.

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