Director of CRM
Posted Updated
Description
- We’re looking for a Director, CRM to own lifecycle programs end to end, converting leads, retaining and growing active customers and winning back churned customers via email, push, SMS and more. This is a player coach role where you’ll set the strategy and roadmap as well as help execute the programs, driving tangible impact through CRM
- Using customer insights, data, and strong cross-functional relationships, you’ll tie every program wto company-wide KPIs. We’ll look to you to bring new thinking and add new levers to the marketing toolkit
- Own CRM strategy, roadmap and drive execution across email, push, and SMS, for leads, active and churned customers
- Grow revenue through retention, reactivation, and win-back programs
- Work with the product and data teams to understand our customer journey and retention mode, identifying insights to drive testing and new journeys
- Define target audiences from customer cohorts and decide how we reach them
- Develop offers that improve retention and bring back churned customers
- Streamline how we send customer comms: simplify process and improve automation
- Own tooling and configuration decisions for our marketing stack (our ESP is Customer.io)
- Partner with creative to deliver communications that are on-brand and on-message
- Measure and report impact, and decide where to invest next
- Develop strong cross-functional relationships with product, data, software, and growth teams
- Marketing experience at a growth-stage company is preferred. Passion for food is a must
- Minimum 8-10 years of CRM of lifecycle marketing leadership experience
- Track record of scaling CRM programs that grew revenue or retention
- Preferred: MBA and/or marketing experience at a growth-stage company
- Confident in creating and delivering presentations
- You prioritize well: you know which bets move the business and say no to the rest
- You’re highly analytical and are experienced and disciplined in testing and can quantify results
- You work well with a wide range of people: designers, comms strategists, product managers, support agents, and more
- You’re curious - always seeking to understand the “why” behind a test result to augment our learning and drive future plans
- You’re customer-obsessed. You talk to customers often and use what you learn to shape priorities across teams
- You’re a self-starter. You dig into customer data on your own and find projects that move company goals
- You’re a player coach. You have the skill set to develop data driven CRM strategy but you’re not afraid to execute - writing briefs, setting up consumer journeys where needed, analyzing data yourself. aren’t afraid to get your hands dirty on execution
- You’re a great communicator. You write well, speak well, and can rally the company around the CRM roadmap