Director, CRM & Customer Strategy
$185,000–$198,000 year
On-site · Anaheim, California, United States
Job Summary
Director, CRM & Customer Strategy leads CRM and lifecycle marketing across Email, SMS, Loyalty, and personalization, driving retention, purchase frequency, and customer lifetime value. Responsible for defining retention roadmaps and calendar, segmenting and personalizing customer experiences, optimizing automated trigger programs, partnering with Merchandising and cross-functional teams, tracking KPIs related to retention and revenue, and building a high-performing CRM team. Also guides the Customer Strategy and Insights function, translating customer behavior and cohort performance into data-driven CRM and loyalty programs, and shaping the evolution of the company’s CDP and data capabilities to enable deeper activation.
Required Qualifications
- 8-10+ years of experience in CRM, Loyalty, Lifecycle Marketing, Customer Strategy, or related disciplines within an ecommerce, retail, or omnichannel environment
- 3-5+ years of leadership experience
- Experience developing and managing loyalty programs at scale
- Experience leveraging customer data and CDP capabilities to develop customer insights and personalized experiences
- Strong analytical skills and ability to translate data into strategies
- Ability to collaborate cross-functionally across Analytics, Technology, Merchandising, Marketing, and Finance
- Excellent communication, problem-solving, and organizational skills
- Ability to thrive in a fast-paced, entrepreneurial environment
- Leadership and mentorship capabilities
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