Director, CRM & Lifecycle Marketing

We are seeking a strategic and hands-on

Director of CRM

to own the vision, architecture, and performance of our customer lifecycle marketing programs. This role is accountable for revenue via LTV and campaign performance in addition to leading the development of a scalable CRM ecosystem across eCommerce and Inside Sales channels, leveraging HubSpot to drive acquisition, retention, and LTV growth.
This leader will partner cross-functionally across marketing, sales, product, data, and engineering to translate customer insights into high-impact lifecycle strategies and measurable business outcomes.
This role is hybrid, based in our Brooklyn, NY office (in office 3 days per week)
This role is not eligible for visa sponsorship, now or in the future. Candidates must have permanent authorization to work in the United States without requiring employer-sponsored work authorization.
CRM Strategy & Ownership

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Define and execute end-to-end CRM and lifecycle marketing strategy (email, SMS, push, in-app).
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Establish segmentation, personalization, and customer journey frameworks
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Own customer contact strategy, frequency governance, and channel orchestration
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Own customer strategy (grow LTV, framework for accelerating highest value by market/vertical)
Platform & Data Architecture

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Lead CRM platform optimization (HubSpot)
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Partner with data/engineering to ensure clean, scalable customer data models
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Oversee integrations with CDP, data warehouse, and marketing stack
Campaign Execution & Optimization

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Drive lifecycle programs across key journeys:
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Acquisition / lead nurture
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Onboarding
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Retention & repeat purchase
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Winback
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Implement testing roadmap (A/B, multivariate) and continuous optimization loops
Analytics & Performance

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Define KPIs: LTV, retention, churn, engagement, conversion
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Build reporting frameworks and dashboards (in partnership with analytics)
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Leverage attribution, incrementality, and cohort analysis to optimize performance
Team Leadership

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Build and lead a high-performing CRM / lifecycle team
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Manage agencies and vendors as needed
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Establish best practices, documentation, and operational rigor

Interested in this role You can find all the relevant information in the description below.

Experience

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8 - 10+ years in CRM, lifecycle, or retention marketing in leadership roles
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Experience with mid-cap $50 - $250M ARR
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Must have revenue accountability in past roles
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Deep experience with HubSpot and/or Salesforce (requirement)
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Proven success scaling lifecycle programs in eCommerce, and B2B
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Experience integrating CRM with data platforms
Technical & Analytical Skills

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Strong understanding of:
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Customer data models and segmentation logic
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Event-based tracking and marketing automation
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Comfortable working with SQL, dashboards, or analytics tools
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Experience with CDPs
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Experience with privacy/regulatory frameworks (GDPR, CCPA)

Leadership & Operating Skills

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Strategic thinker with strong execution bias – has revenue ownership experience
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Experience leading cross-functional initiatives (marketing, product, engineering)
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Strong communication skills—translates technical concepts to stakeholders
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Experience managing teams and external partners
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Track record (proven experience in these areas):
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Driving growth through retention (not just campaign creation)
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Measurable improvements in:
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LTV / CAC
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Customer / segment / vertical acquisition strategy based on LTV