Director Customer Relationship Management (Loyalty)

12 month contract to hire

Hybrid role working Tues thru Thurs in office with tons of flexibility

In this role, you will assist a client with relaunching loyalty programs. Experience with any CRM, in-app messaging, SMS, will work. Content cards are related to Braze currently but Braze experience isn't necessary.

Benefits: Medical, Dental, Vision, FSA, HSA, 401k/match, PTO, Holidays, etc.

Current tools being used: Braze, Punch for Loyalty, uses Treasure Data as a CDP, building incrementality, system integration, personality, CRM across multiple channels

This is a highly strategic role that will own the short/long-term strategy and tactics for developing new and existing channels that engage and nurture our customers throughout their journey. The ideal candidate has a data-driven approach to developing programs aimed at improving customer retention, loyalty, and fostering revenue growth. To be successful, this role will need to work cross-functionally in close partnership with agency and client teams to deliver a profitable and cohesive customer experience.

What You Will Do:

• Identify and implement comprehensive retention strategies to increase customer loyalty, product adoption, and revenue generation.
• Monitor and analyze key performance metrics to measure the effectiveness of lifecycle marketing initiatives. Providing ongoing insights to teams, identifying opportunities for improvement.
• Architect customer-first programs and communications (e.g., email trigger flows, overlays, SMS, post-purchase, etc.) based on insights and deep understanding of customer journeys.
• Oversee the management and utilization of the customer relationship management (CRM) platform, ensuring accurate data, effective segmentation, and timely communication.
• Collaborate with the customer service and advisor services teams to understand the voice of the customer and translate that into actionable strategies and tactics to continuously iterate and improve.
• Maintain and evolve the loyalty and lifecycle programs ensuring it aligns with brand values and resonates with our customer base.
• Manage and mentor a team of CRM marketing professionals, fostering their professional growth and ensuring the successful execution of campaigns and initiatives.

What You Will Need:

• Bachelor’s degree in marketing, Business, or related field
• 7-10 years’ experience with proven track-record in CRM and loyalty
• Exceptional analytical skills and a data-driven mindset
• A strategic mindset and the ability to think critically, identify opportunities, and develop innovative solutions to enhance the customer experience.
• Excellent leadership skills, with the ability to inspire and motivate.
• Ability to work in a highly cross functional, collaborative environment, with the ability to enroll and engage partners along the way.
• Strong knowledge and experience with CRM systems, including segmentation, automation, and email platforms
• Previous work experience working on rewards, offers and loyalty/membership type programs.