Director, CRM & Loyalty

Summary

Join Health-E Commerce as the Director, CRM & Loyalty and lead the development and execution of strategies to attract, engage, and retain customers. You will provide strong leadership to the CRM team, develop innovative CRM strategies across multiple channels, and own CRM as a revenue channel. This role requires utilizing advanced technical expertise in CRM platforms and customer data tools, partnering with cross-functional teams, and building customer segmentation strategies. You will also manage a loyalty program, own reporting processes, and manage vendor relationships. The ideal candidate possesses extensive lifecycle marketing experience, expertise in ESPs and CDPs, and a proven track record of success in CRM program management and revenue growth.

Requirements

• 8+ years of lifecycle marketing experience with a retailer, consumer brand, or marketing/consulting agency - Ecommerce experience a must
• Experience with ESP’s a must (eg: Bloomreach, Klaviyo, Braze, Hubspot, Iterable) and CDP’s (eg: Segment, Tealium)
• Technical expertise working in ESP’s. You are able to quickly learn a platform and ensure that the business is maximizing the platform’s potential
• Experience managing a team that has to adapt to shifting priorities frequently
• Track record of segmenting and personalizing a CRM program to deliver the right message to the right audience to drive business impact
• Proven record of partnering cross functionally to drive revenue growth
• Proactively initiating changes to improve work processes and ability to work with ambiguity

Responsibilities

• Provide strong leadership to the CRM team, setting clear goals and driving performance to enhance customer acquisition, engagement, revenue, and retention
• Develop, implement, and test innovative CRM strategies across email, SMS, and other channels to improve customer lifecycle value
• Own CRM as a revenue channel; work with key stakeholders across finance, growth, and merchandising to maximize the potential of CRM through strategic analysis of opportunities and execution
• Utilize advanced technical expertise in CRM platforms (e.g., Bloomreach, Klaviyo, Braze) and customer data tools (e.g., Segment) to drive data-driven decision-making
• Partner cross-functionally with finance, product, integrated marketing, and creative teams to ensure alignment and seamless execution of campaigns
• Build and refine customer segmentation strategies using behavioral, RFM, and lifestyle data to target and personalize communications effectively
• Lead A/B testing and performance analysis to optimize CRM programs and ensure continuous improvement
• Design, launch, and manage a loyalty program focused on increasing engagement and retention through personalization
• Own reporting processes, ensuring data integrity, tracking KPIs, and sharing insights and results with senior leadership and stakeholders
• Manage CRM vendor relationships, ensuring successful collaboration and assessing new tools and technologies for future innovation

Benefits

• Compensation: $140,000 - 160,000
• Discretionary Annual Bonus Eligibility: Up to 20%
• Medical, Dental, Vision, and 401K with a company match
• Dependent Care, FSA & HSA accounts
• Paid Parental & Bonding Leave
• Flexible PTO & office closure on all major holidays
• Monthly wellness & internet reimbursements
• Professional development including certification support & leadership coaching
• Mental Health resources
• 100% remote within the United States
• Must be able to work EST hours