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Director, Customer Relationship Management
1 month ago
Centric Brands is seeking a highly skilled Director, Customer Relationship Management to lead the development and execution of strategies to optimize customer communication, engagement, loyalty, and retention across a portfolio of brands.
Key Responsibilities- Lead the design, implementation, and optimization of CRM programs across various channels, including email, SMS, push notifications, and in-app messaging.
- Develop and execute email and SMS strategies that maximize website traffic, drive revenue, increase list size, and exceed each brand's growth and retention goals.
- Monitor industry trends to identify new strategies, tools, and vendors to improve technologies and capabilities.
- Design and implement testing strategies to understand customer behavior, including creative and messaging preferences and engagement drivers.
- Leverage data insights and analytics to improve audience/cross-channel segmentation and targeting strategies for marketing campaigns and lifecycle flows.
- Build channel roadmaps, establishing goals, owning ongoing communication with stakeholders for alignment and updates, and reporting on results for email, SMS, mobile app, and loyalty programs.
- Define, track, and optimize key performance metrics related to CRM effectiveness, such as customer lifetime value, customer satisfaction, and retention rates.
- Own loyalty programs for multiple brands, implementing strategies to grow loyalty enrollment while increasing engagement and participation across all tiers/cohorts.
- Analyze customer behavior, engagement patterns, and purchase history to derive actionable insights and make data-driven recommendations for improving customer retention and loyalty.
- Own customer database, customer data enrichment, and transmission/sharing of customer data between systems and vendors.
- Enhance current and build new loyalty program communications, focusing on personalization, engagement, and retention.
- Own loyalty marketing calendar in partnership with brand and digital marketing for all loyalty campaigns.
- Create a comprehensive A/B and multivariate testing program to optimize each brand's loyalty offering (including benefits and rewards).
- Develop, refine, and maintain weekly and monthly dashboards with insights and recommendations for improvement; monitor and report on key loyalty metrics for campaigns and identify areas of opportunity to maximize engagement and retention among members.
- Partner with internal and external partners to cohesively integrate digital touchpoints with other marketing channels and site experiences.
- Manage a direct report.
- Bachelor's degree or equivalent in business, marketing, or a related field.
- 8+ years of CRM, loyalty, lifecycle marketing experience, with 3+ years focused in the apparel industry.
- Extensive knowledge of customer journeys, lifecycle campaigns, and segmented communication strategies.
- Experience with creating compelling messages for different customer segments and managing A/B testing, analysis, and reporting to optimize email, SMS, and mobile app performance.
- Strong understanding of digital user experience and digital analytics.
- Familiarity with compliance requirements for privacy and digital communication regulations and legislation domestically (CAN-SPAM, CCPA) and internationally (CASL).
- Shopify/Shopify Plus experience preferred, but not required.
- Experience working with (ideally managing) vendor and agency relationships.
- Excellent communication skills, both written and verbal.
- Strong organizational and time management skills.
- Ability to manage multiple projects and responsibilities.
- High attention to detail.
- Industry-competitive salary.
- Comprehensive benefits plan (medical, dental, vision) that includes a matching 401(k).
- Summer Fridays.
- Generous PTO.
- Merchandise discounts.
- Excellent career development opportunities.
- A work environment that reflects our industry leadership.
