Director Of Strategy, Crm & Retention Marketing

JOB PURPOSE

The Director of Strategy, CRM & Retention Marketing is accountable for developing and implementing world-class lifecycle marketing strategies for our portfolio of high-growth, DTC e-commerce brands.

This person is responsible for understanding and meeting our clients' goals and expectations. Very often, this means developing and executing high-converting lifecycle marketing strategies for our clients, which results in higher profits and customer lifetime value.

The Director of Strategy, CRM & Retention Marketing ensures that the right processes and people are in place for us to create the best outcomes for our clients.

The Director of Strategy, CRM & Retention Marketing also serves an important R&D role, responsible for ensuring that we’re kept up to date with the latest lifecycle, CRM, and retention marketing strategies.

The Director of Strategy, CRM & Retention Marketing will report to our COO and work closely with our internal client servicing team to deliver success to the brands we work with. The internal client servicing team includes our Head of Client Success, Project Manager, Implementation Specialist, and Graphic Design & Copywriting Teams.

KPIs

1. KPI #1: Client Overall NPS Score
2. KPI #2: Client Satisfaction Score (Strategy and Results)
3. KPI #3: Client Retention Rate %
4. KPI #4: Team Retention Strategy Competency Rating

KEY RESPONSIBILITIES

• Developing training programs/resources for our internal team members to educate them on CRM & Retention Marketing strategy and mindset
• Leading R&D efforts; Ensuring that we stay up-to-date with the latest developments in Lifecycle/CRM/Retention Marketing
• Joining in client calls and assisting in resolving client-related issues including strategy and implementation matters
• Representing Chronos Agency in Speaking Events
• Optimizing and building the right processes and people to fulfill clients’ needs
• Developing and executing best-in-class automated lifecycle marketing journeys and campaigns across all CRM channels (including Email, SMS, and Push Notifications)
• Aligning marketing practices with up-to-date industry best practices; researching innovation and emerging trends in email, SMS, and CRM marketing
• Setting client servicing & strategy-related goals and proactively measuring and communicating results to the wider organization
• Working with our Creative Director to ensure that our email & SMS creatives are coherent with the strategy provided
• Supporting in launching new services to better serve client needs
• Leading and managing the internal servicing team to develop and implement world-class lifecycle marketing strategies for our clients
• Monitoring, maintaining, and optimizing the overall Lifecycle/CRM/Retention marketing performance of all accounts

KEY QUALIFICATIONS

• Experience in other marketing channels such as paid facebook, instagram and google advertising is a plus
• Portfolio of past work and references to be made available
• Experience with Klaviyo is a must
• Have managed a CRM & Retention Marketing program that generated over $1m in email sales and/or >200k in active subscribers
• Relevant experience in creating and scaling end-to-end multichannel programs (email, push, SMS) across customer lifecycle stages
• Confident and comfortable with communicating with clients across different geographies and timezones
• At least 6 years of experience in DTC Ecommerce Email, SMS, and CRM Marketing in the North American Market (either on the brand or agency side)

ENJOY THESE BENEFITS

• Outcome-focused Environment
• A library of internal resources and training
• Loyalty Rewards
• Internet Allowance
• Observance of public holidays
• Paid Time Off (30 days annually)
• Performance-based Incentives and Bonuses
• Maternity and Paternity Benefit
• Health and Wellness Allowance
• Full-time remote work setting
• Technology Benefit
• Hear what our employees say about working with us (link)