Director CRM

2 weeks ago

Westlake, United States Synergy Interactive Full time

The Director of CRM will lead lifecycle and retention strategy for a digital subscription business, driving engagement, retention, reactivation, and overall revenue growth. This role owns CRM planning and execution across email, push, in-app messaging, SMS, social, PR, and on-site personalization, while building scalable automation and testing systems. You’ll work hands-on in a small cross-functional team and partner closely with Product, Growth, Creative, and Customer Service.Key ResponsibilitiesDevelop the CRM strategy and roadmap to meet aggressive revenue and membership goalsBuild and optimize lifecycle programs including onboarding, activation, retention, reactivation, renewal, and upsellImplement segmentation, personalization, and journey orchestration across all messaging channelsLead experimentation using A/B and multivariate testing, analyzing results and driving continuous improvementSet and report on CRM KPIs such as churn, retention, LTV, MRR, engagement, and deliverabilityOversee organic social strategy and PR activity for the full brand portfolioCollaborate with creative and product teams to refine messaging, templates, and assetsManage the CRM tech stack, customer data tools, integrations, and marketing automationPartner with Analytics and Engineering on data quality, instrumentation, and reportingForecast CRM-driven revenue and manage channel budgetsEnsure compliance with all privacy and deliverability standardsQualificationsProven success leading CRM or lifecycle marketing for subscription or recurring-revenue digital productsDemonstrated ability to drive measurable growth through CRM initiativesExperience managing teams and cross-functional partnersStrong analytical skills and experimentation experienceEducationBachelor’s degree in marketing, business, analytics, communications, or related field, or equivalent experienceAdvanced degree is a plus but not requiredExperience10+ years in CRM, lifecycle, retention, or email marketing with at least 3 years in a leadership roleExperience in subscription-based or membership modelsHands-on experience with CRM and automation tools such as IterableExperience with analytics and experimentation platforms and familiarity with SQLStrong understanding of deliverability and complianceExperience scaling personalization and lifecycle journeysSkillsDeep knowledge of lifecycle marketing, subscription metrics, and forecastingStrong understanding of segmentation, CDPs, and identity resolutionAbility to build strategy and roadmaps tied to business outcomesHigh technical literacy across CRM, automation, and experimentation toolsAbility to translate data into campaigns and product improvementsStrong prioritization, resource planning, and operational scaling skills

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