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 standardsQualifications• 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 experienceEducation• Bachelor’s degree in marketing, business, analytics, communications, or related field, or equivalent experience• Advanced degree is a plus but not requiredExperience• 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 journeysSkills• 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