Director, Lifecycle & Retention
3 days ago
Description
• Responsible for creating and implementing CRM strategy and customer retention at Made In • Develop and work with a team of lifecycle and performance marketing experts • Lead development of a robust automation system • Leverage customer first party and zero party data to craft lifecycle experiences • Create and iterate lifecycle and retention roadmap, with focus on CRM revenue and customer repeat rate • Build lifecycle marketing team as player-coach, developing strategy around automation triggers and omnichannel marketing integrations • Own customer retention metrics and insights, identifying opportunities for greater sophistication and activation • Develop culture of experimentation, working with ecommerce, product, engineering, and data to advance testing strategy • Help oversee adaptation of Made In US’s strategy into a global strategy
Requirements
• 8+ years experience in retention, CRM, lifecycle, and/or customer marketing, ideally in ecommerce businesses at $100M+ scale • 4+ years leading high-performance teams, with a proven track record of developing and promoting from within • Results-oriented with the ability to move easily between strategy and a player-coach mentality • Significant experience leading broad cross-functional initiatives with ecommerce, performance marketing, customer experience, product, and engineering stakeholders • Highly analytical with the ability to translate data into actionable insights and customer segmentation strategies • Comfortable working in Looker, Klaviyo Google Analytics, and similar; advanced customer analytics skills preferred • An expert in the changing privacy related issues in digital marketing, cookieless behaviors, and inbox placement trends in 2024 and beyond • Bonus - Experience standing up and scaling loyalty programs • Familiarity with innovative personalization strategies and implementation preferred • The ability to be seen as a leader across the organization • Excellent communication and interpersonal skills • A passion for Made In, cooking and food, and the chef and culinary space
Benefits
• Competitive salary • Stock options • 401k • Healthcare benefits (including fertility and family-building care, mental health therapy, teladoc virtual health access along with HSA and FSA plans) • Free and discounted cookware • A people-centric workplace with flexible time off • A vibrant, lively office space in the heart of South Austin which includes our onsite studio kitchen
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