Director CRM

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 Responsibilities • Develop the CRM strategy and roadmap to meet aggressive revenue and membership goals • Build and optimize lifecycle programs including onboarding, activation, retention, reactivation, renewal, and upsell • Implement segmentation, personalization, and journey orchestration across all messaging channels • Lead experimentation using A/B and multivariate testing, analyzing results and driving continuous improvement • Set and report on CRM KPIs such as churn, retention, LTV, MRR, engagement, and deliverability • Oversee organic social strategy and PR activity for the full brand portfolio • Collaborate with creative and product teams to refine messaging, templates, and assets • Manage the CRM tech stack, customer data tools, integrations, and marketing automation • Partner with Analytics and Engineering on data quality, instrumentation, and reporting • Forecast CRM-driven revenue and manage channel budgets • Ensure compliance with all privacy and deliverability standards Qualifications • Proven success leading CRM or lifecycle marketing for subscription or recurring-revenue digital products • Demonstrated ability to drive measurable growth through CRM initiatives • Experience managing teams and cross-functional partners • Strong analytical skills and experimentation experience Education • Bachelor’s degree in marketing, business, analytics, communications, or related field, or equivalent experience • Advanced degree is a plus but not required Experience • 10+ years in CRM, lifecycle, retention, or email marketing with at least 3 years in a leadership role • Experience in subscription-based or membership models • Hands-on experience with CRM and automation tools such as Iterable • Experience with analytics and experimentation platforms and familiarity with SQL • Strong understanding of deliverability and compliance • Experience scaling personalization and lifecycle journeys Skills • Deep knowledge of lifecycle marketing, subscription metrics, and forecasting • Strong understanding of segmentation, CDPs, and identity resolution • Ability to build strategy and roadmaps tied to business outcomes • High technical literacy across CRM, automation, and experimentation tools • Ability to translate data into campaigns and product improvements • Strong prioritization, resource planning, and operational scaling skills Apply tot his job