About the Role:
The Senior Director, CRM is responsible for developing and implementing strategies to improve our customer communications. This is done by enabling scalable lifecycle campaigns to ensure customers have a great onboarding and active customer experience. The foundation of success will be measuring the effectiveness of this work on the customer journey and building a messaging platform capable of scaling with the growth potential of the business.
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 will integrate with a large cross-functional group to ensure that Hims and Hers CRM growth is accelerating as we continue to evolve as a business, with success expected across the entire customer lifecycle.
You Will:
- Develop and maintain best-in-class CRM strategy for Hims and Hers product categories that 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
You Have:
- 12+ years of hands-on experience managing CRM strategy + lifecycle marketing
- Experience with various CRM platforms / technology. Braze experience is a plus
- 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
- 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
Preferred Qualifications:
- Bachelors' degree in Marketing, Business, Technology or related field, or equivalent work experience
Our Benefits (there are more but here are some highlights):
- Competitive salary & equity compensation for full-time roles
- Unlimited PTO, company holidays, and quarterly mental health days
- Comprehensive health benefits including medical, dental & vision, and parental leave
- Employee Stock Purchase Program (ESPP)
- Employee discounts on hims & hers & Apostrophe online products
- 401k benefits with employer matching contribution
- Offsite team retreats
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