Director of CRM/Email
2 days ago
San Diego
Job Description PeopleConnect is looking for a Director of CRM/Email to join our award-winning team to support our People Search division. Reporting directly to the SVP of Product, the Director &/or Senior Director of CRM/Email for Subscription Services, possessing strong experience with Customer.io (our current system) or other platforms such as SalesForce Marketing Cloud or Braze will be a strategic leader responsible for fully owning - i.e. developing, implementing, and optimizing customer relationship management and email marketing strategies – specifically tailored to B2C subscription-based products and services. This role is vital for driving customer engagement, maximizing customer lifetime value (CLV), minimizing churn, and ultimately contributing to the growth and success of the business. Sounds interesting? If so, read on! People Search is a web development division in our PeopleConnect portfolio that services over one million customers nationwide. Our cutting-edge technology connects, informs and protects people — both online and off. Our websites are consistently ranked in the top 500 top traffic sites in the US. Our products have been featured on the Discovery Channel, Mashable, Vice, Entrepreneur, Business Insider — and even made a cameo in a Disney animated comedy! A pioneer of new ideas, we’re constantly looking to develop and deploy innovative strategies and solutions. Our people and culture are second to none: we’re innovative, creative, collaborative, and talented. Together — we work magic! When in office, employees are able to enjoy our state-of-the-art facilities. Our dog-friendly office includes complimentary snacks, beverages and crazy-good perks (like massages, kombucha & cold brew on tap, catered lunches, video games, offsite team events and more)! We offer very competitive salary + generous bonus package, 100% company paid health insurance (Medical, Dental, Vision) for all employees, UNLIMITED vacation, Paid Sick Leave, Paid Holidays, Paid Bereavement, Student Loan Repayment Program, 529 Education Savings Plan, Paid Parental Leave, subsidized Dependent Care, Training/Education Reimbursement, Paid Parking and 401k Plan with Company Match, Pet Insurance, Employee Referral Rewards…and more! Check us out here! Key Responsibilities: * Develop CRM & Email Strategy: Own and execute all CRM and email marketing initiatives, including developing product value messaging, to drive customer acquisition, ongoing engagement, retention, and lifetime value for subscription products. * Lifecycle Campaign Management: Build and manage automated, multi-channel lifecycle campaigns (email, SMS, push, in-app)—from onboarding to winback and churn prevention. * Segmentation & Personalization: Create sophisticated segmentation and targeting strategies using behavioral, transactional, and demographic data to deliver highly personalized messaging. * Content & Creative Oversight: Oversee the creation of compelling email content, subject lines, and design, optimizing for deliverability and engagement. * Analytics & Reporting: Analyze campaign and program performance, set measurable KPIs, and derive actionable insights to improve customer experience and ROI. * Platform Management: Evaluate, select, and manage email and CRM tools/integrations for scalability, efficiency, and compliance. * Testing & Optimization: Drive continuous improvement through A/B testing, experimentation, and best practice adoption. * Cross-Functional Collaboration: Work closely with Product, Marketing, Engineering, and Customer Support teams to ensure CRM and email initiatives are aligned with broader business goals. * Compliance & Data Privacy: Ensure all email communications and CRM practices comply with relevant regulations (e.g., CAN-SPAM, GDPR, CCPA). Responsibilities: * Strategic Vision and Roadmap: * Develop and execute a comprehensive CRM and email strategy aligned with business objectives, focusing on improving customer satisfaction, retention, and engagement in a subscription model. * Leverage deep knowledge of customer engagement trends and CRM technology, specifically Customer.io ( our current system) and/or other platforms like Salesforce Marketing Cloud or Braze, to inform strategy and roadmap development. * Drive innovation and experimentation in the product model, identifying and leveraging new CRM features and functionalities that optimize performance and improve customer engagement. * Customer Journey Optimization: * Oversee the end-to-end customer journey, from onboarding to retention and win-back efforts, ensuring a seamless, consistent, and personalized experience at every touchpoint. * Collaborate with cross-functional teams, including product, marketing, and sales, to develop and execute multi-channel campaigns that drive customer acquisition, conversion, and retention. * Design and implement customer segmentation strategies to target customers with relevant and personalized messaging. * Email Marketing and Automation: * Lead the development and execution of email marketing campaigns, including drip campaigns, newsletters, promotional offers, and re-engagement efforts. * Utilize Customer.io's automation capabilities to build and automate workflows and personalized messaging based on customer behavior and data. * Ensure email marketing best practices are implemented, including segmentation, personalization, deliverability, and compliance with data privacy regulations. Including familiarity with SPF, DKIM and DMARC. * Data Analysis and Insights: * Develop and maintain customer data management systems to improve the accuracy and relevance of customer information. * Analyze customer data, including behavioral data collected through Customer.io, to identify trends and insights that can be used to inform business strategies and initiatives. * Define, monitor, and optimize key performance indicators (KPIs) related to customer acquisition, churn, retention, upsells, referrals, and overall revenue growth for subscription services. * Team Leadership and Collaboration: * Effectively collaborate with senior leaders and cross-functional teams across the organization, including Product-Led Growth (PLG), Technology & Products, Product & Pricing Strategy, and Revenue Operations, to deliver transformative digital solutions, says Salesforce, Inc.. * Over time must have the ability to: Lead, mentor, and develop a team of CRM/Email marketing professionals, fostering a culture of collaboration, innovation, and accountability. * Other duties as assigned. Goals: * Grow subscriber base, engagement, and retention through effective CRM and email strategies. * Maximize email deliverability, open, and conversion rates. * Create seamless customer experiences at every lifecycle stage. * Provide business insights that guide marketing and product decisions. Required Skills and Qualifications: * Experience in leading and implementing successful CRM operations: * 5+ years of experience in CRM and digital marketing, with * 5+ years in product management, digital product operations, or equivalent experience * Bachelor's degree in Marketing, Business, or a related field. * Proven experience managing CRM and email programs in a B2C software or digital subscription business. * Strong knowledge of CRM/email marketing platforms (e.g., Braze, Salesforce Marketing Cloud, Iterable, HubSpot) for managing customer interactions, automation, and engagement:. * Experience in Customer.io and its capabilities (is preferred but not required). * Deep expertise in campaign segmentation, personalization, deliverability, and automation. * Strong analytical mindset with proficiency in campaign measurement and reporting. * Excellent written communication and creative skills. * Experience executing A/B tests and optimizing campaigns. * Ability to collaborate effectively across teams and manage multiple projects. * Knowledge of data privacy and email compliance requirements. * Strong understanding of subscription-based business models and their associated KPIs, including churn rate, lifetime value (LTV), and monthly recurring revenue (MRR). * Demonstrated understanding of email marketing best practices, including segmentation, personalization, accessibility, and compliance. * Strong analytical skills, with the ability to interpret data and generate actionable insights. * Excellent communication, leadership, and team management skills. * Strong business acumen. Salary Range: Min: $168,900 Mid: $196,200 Max: $227,200 The pay range reflects the salary amount the Company reasonably expects to pay for the position. It is not a guarantee of actual compensation or a specific payment amount to any candidate. The actual compensation will depend on numerous factors including, without limitation, a particular candidate’s experience and qualifications. The Company's Applicant and Worker Privacy Notice can be found here. PeopleConnect is an equal opportunity employer. Local area candidates are encouraged to apply, and please note we are not able to offer visa sponsorship, visa transfer, or corp-corp arrangements. Note for Principal Agencies - Principal agents should not forward resumes to PeopleConnect, as we will not be responsible for any fees arising from the use of resumes submitted from agencies without a prior written and signed agreement and authorized job order for this position in place.