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Director of CRM

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Our client, a rapidly growing hair wellness company, is seeking a Director of CRM & Retention to lead the customer lifecycle experience and drive customer LTV. This role offers an exciting opportunity to own the end-to-end customer journey and retention strategy, focusing on driving subscriber growth, retention and loyalty initiatives.

What you'll do:

  • Lead and execute holistic lifecycle strategy by creating and optimising programs around key cohorts to grow active customer and subscriber base.
  • Increase customer LTV by identifying key moments in customer journey to decrease churn and drive repeat purchase and winback.
  • Own retention and subscription metrics, defining key strategies and programs for retaining customers and working cross-functionally to execute.
  • Manage testing roadmap for CRM programs and channels, ensuring tests aligned with core CRM KPIs.
  • Oversee email and SMS channels, ensuring strategies and revenue contribution are aligned with overall CRM & company goals.
  • Build and champion cross-functional loyalty program to grow subscriber base and prevent churn.
  • Measure CRM activities against KPIs to determine success of initiatives.
  • Manage, mentor and develop the CRM team.

What you bring:

  • Bachelor’s degree preferred with minimum 10 years of direct CRM experience.
  • Experience managing and executing email programs for consumer products with a major e-commerce brand/company.
  • Email Service Provider or CRM platform experience (E.g. Klaviyo, Iterable, Braze, Cordial, Responsys).
  • Analytical thinking skills with a depth of knowledge in digital analytics, campaign tracking and ROI metrics (E.g. Google Analytics, Tableau preferred).
  • Excellent project management skills with an ability to set and achieve goals, meet deadlines in a fast-paced environment.
  • Highly collaborative nature with the ability to work cross-functionally.

Contract Type: FULL_TIME

Specialism: Sales & Marketing

Focus: Marketing

Industry: FMCG

Salary: Up to $160,000 per year

Workplace Type: Hybrid

Experience Level: Director

Location: Los Angeles

Job Reference: SSAX60-79B2F659

Date posted: July 9, 2024

Consultant: CourtneyLucas

Phone number:

courtney.lucas@robertwalters.com

CourtneyLucas

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