What are the responsibilities and job description for the Director of CRM & Lifecycle Marketing position at FreshDirect?
Brief Description
FreshDirect is building a better food system by connecting people closer to the highest quality, freshest food possible through a best-in-class delivery experience. We do this by having higher standards, sourcing locally and sustainably, and caring more for the people and communities we serve.
From the beginning, FreshDirect has set out to provide something different. This is an environment in which associates can innovate, grow and have successful careers—most of our leaders have come up through our ranks. And thanks to our team’s extraordinary efforts, we are a leading innovator in the e-commerce and grocery industries.
Job Description:
FreshDirect is seeking a strategic and data-driven Director of CRM & Lifecycle Marketing to lead the development and execution of customer relationship management strategies. In this role, you will be responsible for driving customer engagement, retention, and lifetime value through personalized marketing initiatives across multiple channels, including email, SMS, push notifications, and direct mail. You will collaborate with cross-functional teams to create and optimize lifecycle marketing programs that resonate with our customers at every stage of their journey.
Key Responsibilities:
FreshDirect is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage individuals from all backgrounds to apply.
FreshDirect is building a better food system by connecting people closer to the highest quality, freshest food possible through a best-in-class delivery experience. We do this by having higher standards, sourcing locally and sustainably, and caring more for the people and communities we serve.
From the beginning, FreshDirect has set out to provide something different. This is an environment in which associates can innovate, grow and have successful careers—most of our leaders have come up through our ranks. And thanks to our team’s extraordinary efforts, we are a leading innovator in the e-commerce and grocery industries.
Job Description:
FreshDirect is seeking a strategic and data-driven Director of CRM & Lifecycle Marketing to lead the development and execution of customer relationship management strategies. In this role, you will be responsible for driving customer engagement, retention, and lifetime value through personalized marketing initiatives across multiple channels, including email, SMS, push notifications, and direct mail. You will collaborate with cross-functional teams to create and optimize lifecycle marketing programs that resonate with our customers at every stage of their journey.
Key Responsibilities:
- Develop and execute a comprehensive CRM and lifecycle marketing strategy that drives customer engagement, retention, and revenue growth.
- Lead the design, implementation, and optimization of multi-channel marketing campaigns, including email, SMS, push notifications, and direct mail, to effectively nurture and retain customers.
- Utilize customer data and insights to create personalized marketing experiences that resonate with target segments and enhance customer satisfaction and loyalty.
- Collaborate with analytics, product, and technology teams to build and refine customer segmentation models, ensuring accurate targeting and relevancy in all communications.
- Oversee the management and optimization of the CRM platform, ensuring seamless integration with other marketing and data systems.
- Monitor and analyze the performance of lifecycle marketing programs, using data-driven insights to continuously improve campaign effectiveness and customer outcomes.
- Lead A/B testing and experimentation to identify best practices and innovative approaches to customer engagement and retention.
- Partner with creative and content teams to develop compelling messaging and content that aligns with brand values and resonates with different customer segments.
- Manage and mentor a team of CRM and lifecycle marketing professionals, fostering a culture of innovation, collaboration, and continuous learning.
- Report on key performance metrics to senior leadership, providing actionable insights and recommendations to drive business growth.
- Bachelor’s degree in Marketing, Business, or a related field; MBA or advanced degree is a plus.
- 10 years of experience in CRM, email marketing, or lifecycle marketing, with a proven track record of driving customer engagement and retention.
- Strong understanding of customer segmentation, targeting, and personalization techniques.
- Experience with modern CRM platforms (e.g., Braze, Klaviyo) and marketing automation tools.
- Proficiency in data analysis and the ability to derive actionable insights from complex datasets.
- Excellent project management skills, with the ability to prioritize and manage multiple initiatives in a fast-paced environment.
- Strong communication and interpersonal skills, with the ability to influence and collaborate with cross-functional teams and senior leadership.
- Experience leading and developing high-performing marketing teams.
- Experience in the e-commerce, retail, or subscription-based industry is highly desirable.
- Proven experience in customer lifecycle management
- Knowledge of data privacy regulations and best practices in email marketing and customer communications.
- Competitive salary
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company match
- 10 PTO days
- 20% off at freshdirect.com and significant markdowns at our employee market
- 24-hour access to the FreshDirect shuttle between our Bronx headquarters and the subway
- Regular events and barbecues for employees
- Opportunities for professional growth and development in a fast-paced, innovative environment.
FreshDirect is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage individuals from all backgrounds to apply.
