Primal Harvest is looking for a Director of CRM & Retention to own the strategy and execution of lifecycle marketing and customer loyalty programs. In this strategic yet hands-on role, you will be responsible for designing and optimizing CRM campaigns, enhancing the post-purchase journey, and using data-driven insights to deliver impactful segmentation and personalization across multiple channels.
What You'll Do
- Lead the planning, development, and execution of CRM campaigns in partnership with the brand team.
- Manage campaigns across various channels, including email, SMS, push notifications, and in-app messaging to engage and retain customers.
- Collaborate cross-functionally to design and implement a comprehensive post-purchase experience that adds value and enhances customer retention.
- Manage and optimize customer engagement tools to drive meaningful customer interactions and results.
- Develop and implement a thoughtful segmentation strategy by identifying key data points and deepening the understanding of customer behavior.
- Conduct tests and analyze the performance of CRM campaigns to continuously optimize tactics.
- Own the performance and operational success of CRM channels by managing their execution, optimization, scalability, testing, and reporting.
- Develop and implement tactical CRM initiatives to enhance customer experience across key touchpoints.
- Leverage customer data and insights to identify opportunities for segmentation, personalization, and targeted interventions.
- Own and optimize the CRM tech stack, touchpoints, and e-commerce customer interactions by managing relationships with tech partners and leading the discovery and implementation of new tools.
- Monitor, analyze, and report on CRM performance metrics, including testing results, to refine channel operations and improve acquisition and retention.
What We're Looking For
- Deep expertise in CRM, customer engagement, and retention strategies.
- Proven success in managing tools, leading teams, and leveraging analytics to drive measurable business growth.
Technical Stack
- ESP, Referral tools, Subscription tools
Team & Environment
You will report directly to the VP of Marketing and manage an Email Marketing Specialist.
Work Mode
This is a fully remote position.
Primal Harvest is an equal opportunity employer.
