Remote Director, CRM

Summary

Join the TrueCar Crew and contribute to revolutionizing the car buying and selling experience as a dynamic and experienced CRM Director. Develop and execute strategies to enhance customer engagement and retention, satisfaction, and loyalty across all touchpoints. Lead a team of CRM professionals, manage CRM software and data, and ensure alignment with business objectives.

Requirements

• Extensive experience in Consumer Engagement with demonstrated ability with display, programmatic and CTV - both direct and via DSPs
• Expert level understanding of critical metrics: OR, CTR, CTOR, RPE, Channel Attribution, Brand Sentiment and LTV & how they drive strategies
• Experience evaluating and/or completing RFP on ESP or Martech platforms
• Deep understanding of segmentation, targeting, creative & copy development, audience and platform personalization capabilities
• Well-versed in analytics, cross-channel attribution
• Proven success with direct response and e-commerce brands or companies
• Confident leading an iterative, test-and-learn approach
• Deep experience & proven mastery in developing & executing a consumer centric CRM program
• Experience in working with & managing an agency relationship
• Expert level understanding of email cadence/frequency & its impact on short & long term consumer behavior
• Proven success in launching & managing multiple types & categories of emails - ecommerce, transactional, informative, etc
• Knowledgable in the strategy and execution options for Push/SMS marketing overall

Responsibilities

• Create and implement comprehensive CRM strategies, aligned to broader business objectives, to improve customer acquisition, retention, and lifetime value
• Bring consumer-centric & lifecycle mastery to the earned marketing side
• Lead engagement (email/Push/SMS = CRM) team in transition from an execution arm to a revenue-driving marketing function
• Lead numerous email initiatives with different TrueCar stakeholders and initiatives, and nurture CRM tactics
• Design and execute CRM-driven marketing campaigns and customer communication strategies
• Developing the strategy and execution plan for Push/SMS marketing overall for TrueCar
• Provide high-level strategic guidance on the existing TC+ ‘transactional’ stream
• Design & deploy an SMS marketing strategy and Push Notification strategy
• Lead, mento, and develop a high-performing CRM team responsible for consumer experience, including customer service, CRM managers and specialists, and consumer insights
• Collaborate cross-functionally with marketing, product development, and sales teams to integrate consumer insights into product/service enhancements and marketing campaigns
• Drive initiatives to increase consumer retention, satisfaction, and value through personalized experiences and targeted communication strategies
• Oversee the development and execution of consumer communication plans in email marketing, and other digital channels
• Monitor and analyze consumer feedback and sentiment, leveraging insights to improve consumer engagement strategies
• Oversee the selection, deployment and maintenance of CRM platforms and technologies, ensuring that CRM systems are fully integrated with other business systems (including marketing automation, ERP)
• Stay informed about industry trends and best practices in consumer engagement and recommend innovative approaches to maintain a competitive edge

Benefits

• 100% employer-paid health/vision/dental premium
• 401k with company contribution
• Equity
• Wellness stipend program
• Learning & development reimbursement program
• Flexible PTO policy for exempt TrueCar Crew
• Generous PTO accrual policy for non-exempt TrueCar Crew
• 14 company-paid holidays and 2 floating holidays