Director of CRM & Lifecycle Marketing

$120,520 - $150,650/Yr

Fresh Direct

Full-time - Senior

Merchant Wholesalers, Nondurable Goods

About the position

FreshDirect is seeking a strategic and data-driven Director of CRM & Lifecycle Marketing to lead the development and execution of customer relationship management strategies. In this role, you will be responsible for driving customer engagement, retention, and lifetime value through personalized marketing initiatives across multiple channels, including email, SMS, push notifications, and direct mail. You will collaborate with cross-functional teams to create and optimize lifecycle marketing programs that resonate with our customers at every stage of their journey. The Director will develop and execute a comprehensive CRM and lifecycle marketing strategy that drives customer engagement, retention, and revenue growth. This includes leading the design, implementation, and optimization of multi-channel marketing campaigns to effectively nurture and retain customers. Utilizing customer data and insights, the Director will create personalized marketing experiences that resonate with target segments and enhance customer satisfaction and loyalty. In addition, the role involves collaborating with analytics, product, and technology teams to build and refine customer segmentation models, ensuring accurate targeting and relevancy in all communications. The Director will oversee the management and optimization of the CRM platform, ensuring seamless integration with other marketing and data systems. Monitoring and analyzing the performance of lifecycle marketing programs will be crucial, using data-driven insights to continuously improve campaign effectiveness and customer outcomes. The Director will also lead A/B testing and experimentation to identify best practices and innovative approaches to customer engagement and retention. Partnering with creative and content teams, the Director will develop compelling messaging and content that aligns with brand values and resonates with different customer segments. Managing and mentoring a team of CRM and lifecycle marketing professionals, the Director will foster a culture of innovation, collaboration, and continuous learning, while reporting on key performance metrics to senior leadership, providing actionable insights and recommendations to drive business growth.

Responsibilities

• Develop and execute a comprehensive CRM and lifecycle marketing strategy that drives customer engagement, retention, and revenue growth.
• Lead the design, implementation, and optimization of multi-channel marketing campaigns, including email, SMS, push notifications, and direct mail, to effectively nurture and retain customers.
• Utilize customer data and insights to create personalized marketing experiences that resonate with target segments and enhance customer satisfaction and loyalty.
• Collaborate with analytics, product, and technology teams to build and refine customer segmentation models, ensuring accurate targeting and relevancy in all communications.
• Oversee the management and optimization of the CRM platform, ensuring seamless integration with other marketing and data systems.
• Monitor and analyze the performance of lifecycle marketing programs, using data-driven insights to continuously improve campaign effectiveness and customer outcomes.
• Lead A/B testing and experimentation to identify best practices and innovative approaches to customer engagement and retention.
• Partner with creative and content teams to develop compelling messaging and content that aligns with brand values and resonates with different customer segments.
• Manage and mentor a team of CRM and lifecycle marketing professionals, fostering a culture of innovation, collaboration, and continuous learning.
• Report on key performance metrics to senior leadership, providing actionable insights and recommendations to drive business growth.

Requirements

• Bachelor's degree in Marketing, Business, or a related field; MBA or advanced degree is a plus.
• 10+ years of experience in CRM, email marketing, or lifecycle marketing, with a proven track record of driving customer engagement and retention.
• Strong understanding of customer segmentation, targeting, and personalization techniques.
• Experience with modern CRM platforms (e.g., Braze, Klaviyo) and marketing automation tools.
• Proficiency in data analysis and the ability to derive actionable insights from complex datasets.
• Excellent project management skills, with the ability to prioritize and manage multiple initiatives in a fast-paced environment.
• Strong communication and interpersonal skills, with the ability to influence and collaborate with cross-functional teams and senior leadership.
• Experience leading and developing high-performing marketing teams.
• Experience in the e-commerce, retail, or subscription-based industry is highly desirable.
• Proven experience in customer lifecycle management.
• Knowledge of data privacy regulations and best practices in email marketing and customer communications.

Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance
• 401(k) plan with company match
• 15 PTO days
• 20% off at freshdirect.com and significant markdowns at our employee market
• 24-hour access to the FreshDirect shuttle between our Bronx headquarters and the subway
• Regular events and barbecues for employees
• Opportunities for professional growth and development in a fast-paced, innovative environment.