Senior Director of CRM, Lifecycle, and Retention
Meet Upside:
We created Upside to transform brick-and-mortar commerce. Our technology uses the sophistication of online retail—profit measurement, attribution, and incrementality—to provide users with more value on their everyday purchases and brick-and-mortar businesses with new, profitable customers. We've helped millions of users earn 2 to 3 times more cashback than any other product, and hundreds of thousands of brick-and-mortar businesses earn measurable profit. Billions of dollars in commerce run through the Upside platform every year, and that value goes directly back to our retailer partners, the consumers they serve, and important sustainability initiatives.
The Impact You'll Make:
The Senior Director of CRM, Lifecycle, and Retention will lead a team to develop and execute holistic, multichannel lifecycle strategies across multiple channels and verticals to onboard new customers into Upside and build LTV-driving engagement, satisfaction, loyalty, and retention.
This person will lead all aspects of the company's CRM efforts, not limited to: Email, SMS, push notifications, in-app content & content development. They will also lead development of the staff, processes, and systems necessary to establish a world-class CRM team.
This role is a critical part of Upside's marketing leadership, with driving a huge portion of consumer touches and essential work with other teams including Brand, Product, MarTech, Operations, and more. The role requires a deep understanding of customer behavior, data analysis, and business strategy development.
Key Responsibilities:
- Develop and maintain best-in-class CRM & Lifecycle strategy to result in strong acquisition and retention metric improvements
- Manage the CRM team, which includes strategists, managers and directors dedicated to CRM campaign management and technical operations
- Foster development for all team members and ensure a healthy work environment for all team members
- Build quarterly road maps of projects to complete to drive channel growth and to support product launches
- Lead team meetings and ensure all team members are evaluating performance trends and prioritizing the most impactful initiatives
- Foster collaborative relationships with cross-functional teams that integrate with CRM growth strategy - category growth, analytics, legal, product & telemedicine
- Interpret key performance metrics, identify trends, and prioritize opportunities for operating income growth through enhancements to customer onboarding, active customer touchpoints & retention strategies
- Report growth results on a regular basis to the broader growth marketing team, using insights to continually optimize performance and identify growth opportunities
- Stay abreast of changes in CRM technology, identify best practices, and bring new opportunities and ideas to fruition
- Identify opportunities for automation leveraging internal/external tools. Act as strategic lead for the integration of AI / ML into CRM strategy
- Work cross-functionally with Growth, Product, Operations, Business Development and Medical teams to increase site traffic and drive conversion
What You Should Have:
- 12+ years of hands-on experience managing CRM strategy + lifecycle marketing
- Proven track record of driving measurable revenue and retention improvements
- Strong quantitative analysis skills, an affinity for numbers, and the ability to process complex calculations quickly and accurately
- Functional knowledge of marketing technology and experience with integrating automation in collaboration with product and engineering teams
- Proficiency in CRM software and related technologies; specific experience with Iterable or Segment is highly desired
- Exceptional customer insights and proven success utilizing analytics to provide strategic recommendations and drive concrete action
- Strong written communication and presentation skills
- Self-starter, strong organizational skills, ownership mentality and the ability to prioritize work
- Ability to work in a highly collaborative environment, multi-task and participate in team-based planning process
- Experience managing direct reports with multiple years of experience
- Strong project management skills and ability to manage multiple projects simultaneously
Location:
This hybrid role is required to work at our DC office for 2 days/week.
Compensation:
The final starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. Your recruiter can share more about the specific salary range during the hiring process.
Why Join Upside?
Our mission, values, and dedication to inclusivity guide our team of more than 300 people worldwide, and the quality of our culture is reflected in the impact we've had on the people and businesses we work with. But don't just take our word for it! In 2023, Upside was included as a Top Workplace in the USA, received six Best Places to Work awards from Built In, was named a Top Workplace for Perks & Culture by The Muse, and was listed second year in a row on the Deloitte Fast 500.
At Upside, we believe that diversity drives innovation. Our differences are what make us stronger. We're passionate about building a workplace that represents a variety of backgrounds, skills, and perspectives and we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here!
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