Director of CRM and Retention

Summary

Join Primal Harvest, a leading holistic wellness brand, as their Director of CRM & Retention! Lead and execute multi-channel CRM campaigns, optimize the post-purchase experience, and leverage data for personalization. You will manage and optimize customer engagement tools, develop segmentation strategies, and continuously test and analyze campaign performance. This role requires 7+ years of experience in CRM and a data-driven approach. Primal Harvest offers a comprehensive benefits package including health benefits, generous PTO, paid parental leave, 401k matching, and more.

Requirements

• 7+ years of experience in CRM, retention marketing, or customer lifecycle management within a DTC (Direct-to-Consumer) brand
• Proven success in leading and executing multi-channel CRM campaigns
• Strong understanding of segmentation strategies and experience in personalization techniques
• Proficiency with CRM and customer engagement tools (e.g., ESP, SMS platforms, loyalty/reward programs)
• Excellent analytical skills, with a data-driven approach to testing and optimizing customer retention strategies
• Strong communication and leadership skills, with experience working cross-functionally

Responsibilities

• Lead the planning, development, and execution of CRM campaigns in partnership with the brand team
• Manage campaigns across various channels, including email, SMS, push notifications, and in-app messaging to engage and retain customers
• Collaborate cross-functionally to design and implement a comprehensive post-purchase experience that adds value and enhances customer retention, offering more than just the core product
• Manage and optimize customer engagement tools (e.g., ESP, Referral, Recharge) to drive meaningful customer interactions and results
• Ensure the toolset remains competitive and aligned with business goals
• Develop and implement a thoughtful segmentation strategy by identifying key data points and deepening the understanding of customer behavior
• Integrate segmentation into CRM efforts to enhance personalization and targeted engagement
• Conduct tests and analyze the performance of CRM campaigns to continuously optimize tactics
• Use data-driven insights to inform strategic decisions and improve the effectiveness of all CRM initiatives
• Own the performance and operational success of CRM channels by managing their execution, optimization, scalability, testing, and reporting, ensuring they provide a strong foundation for marketing efforts while driving retention, CLV, and business growth
• Develop and implement tactical CRM initiatives to enhance customer experience across key touchpoints—including email, SMS, Recharge, and e-commerce interactions—focusing on converting prospects, engaging non-subscribers, and retaining subscribers, with an emphasis on channel performance over content or creative direction
• Leverage customer data and insights to identify opportunities for segmentation, personalization, and targeted interventions, enabling marketing teams to create impactful strategies while maintaining responsibility for channel infrastructure, operational testing, and execution
• Own and optimize the CRM tech stack, Recharge touchpoints, and e-commerce customer interactions by managing relationships with tech partners, leading the discovery and implementation of new tools, and ensuring seamless lifecycle marketing capabilities, retention tools, and operational scalability
• Monitor, analyze, and report on CRM performance metrics, including testing results, to refine channel operations, uncover actionable opportunities, and improve acquisition, retention, and overall performance from a business perspective

Benefits

• Comprehensive Health Benefits
• Generous Paid Time Off and Holidays
• Paid Parental Leave (primary & non-primary)
• Short-term and Long-term disability
• 401K + Match
• Health & Wellness Perks
• Flexible working options
• Team Events
• Product Discounts