Director of CRM Strategy

Job Summary

Owning the full lifecycle of customer relationships, the full-time remote Director of CRM Strategy will lead email, SMS, and loyalty initiatives while driving revenue growth and enhancing customer engagement across multiple business units.

Key responsibilities

• Manage the email and SMS calendar, ensuring effective segmentation and deliverability while collaborating with creative teams on brand-forward templates
• Build and optimize automation architecture for lifecycle campaigns, leveraging CRM technologies and AI integrations to enhance customer insights
• Lead the evolution of the loyalty program, utilizing customer intelligence to drive engagement and report on key performance metrics to leadership

Required qualifications

• 8+ years of experience in CRM and lifecycle marketing, with a proven track record across multiple channels and business units
• Deep expertise in modern CRM platforms, including CEP/ESP, CDP, and loyalty infrastructure, with hands-on experience in AI-driven workflows
• Strong analytical skills to translate customer engagement data into actionable business strategies
• Experience in managing complex send calendars while balancing competing priorities across various stakeholders
• Retail or omni-channel background with a solid understanding of customer journeys across eCommerce and physical retail