Director, CRM + Lifecycle

3 weeks ago

Los Angeles, United States Summer Fridays Full time

JOB TITLE:         Director, CRM + Lifecycle   


REPORTS TO:    Vice President, E-Commerce + Digital Marketing


DEPARTMENT: Digital/Ecommerce

OVERVIEW

The Director of CRM + Lifecycle plays a key role in Summer Fridays’ DTC strategy. They have comprehensive experience across all E-Commerce marketing channels and programs that support the customer journey and retention. They are equal parts creative and analytical, with an ability to curate content that appeals to beauty consumers at specific points in their lifecycle, as well as applying a combination of measurement methodologies to gauge performance and effectiveness. 


This position is strategic and results driven. They have beauty/CPG startup experience, and a proven track record for meeting and exceeding E-Commerce KPIs. They also are detail-oriented, highly organized, and capable of managing multiple projects and timelines. 

 

RESPONSIBILITIES

  • Manage a comprehensive CRM strategy that aligns with the company's goals and objectives for customer engagement, loyalty, and retention
  • Optimize CRM programs across various channels, including email, SMS, direct mail, subscription and loyalty
  • Grow the brand ambassador program, cultivating a highly engaged community of customers and brand loyalists 
  • Partner with Marketing and Creative teams to create a holistic strategy and high-quality experience across all Summer Fridays digital touchpoints
  • Utilize customer data and segmentation techniques to personalize communication and marketing campaigns, ensuring relevance and effectiveness
  • Oversee the customer journey, identifying opportunities to enhance touchpoints, drive engagement, and improve conversion 
  • Collaborate with cross-functional teams, including Marketing, Creative, Product Development, Education, Operations and Customer Service, to ensure a seamless and consistent customer experience 
  • Implement marketing automation tools and CRM platforms to automate and streamline customer interactions, ensuring efficient and scalable processes
  • Copywrite and provide creative briefs and direction to design team and external agencies for all email, SMS, direct mail and brand ambassador comms
  • Plan and calendarize all digital marketing efforts to align with overall brand strategy
  • Analyze customer behavior, engagement patterns, and purchase history to derive actionable insights and make data-driven recommendations for improving customer retention and loyalty
  • Monitor and report on performance/KPIs, consumer behavior, and online trends; provide benchmarks and competitive analysisStay informed about industry trends and emerging CRM technologies, proactively identifying opportunities for innovation and growth
  • Manage relationships with external vendors and agencies to leverage their expertise and ensure successful execution of initiatives
  • Other assignments/tasks as assigned and necessary 


REQUIREMENTS

  • Minimum 7-years’ experience in digital marketing; specifically E-Commerce, Digital Marketing, CRM/Retention
  • BA/BS in Marketing, Business Admin, Computer Science or equivalent
  • Deep understanding of the beauty consumer; passion for skincare/makeup is a plus 
  • Proven track record driving and executing successful digital campaigns
  • Experience managing budgets and forecasts
  • Ability to analyze data and draw conclusions/insights from it 
  • Exceptional organizational and time-management skills
  • Eager, can-do, positive attitude
  • Self-starter—able to execute upon multiple projects and against tight deadlines
  • Exceptional communication skills
  • Collaborative, open-minded and able to thrive in a fast-paced startup environment
  • Proficiency in Google Docs, Excel, Word and Keynote/PowerPoint
  • Familiarity with digital platforms such as Shopify Plus, Klaviyo, Attentive, Meta Ads Manager, Google Analytics, Microsoft Ads, YouTube, TikTok, Yotpo, Rakuten/affiliate programs, Amazon and CRO tools
  • Light HTML experience/understanding 
  • Based in Los Angeles, CA


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