Job Description
Head of CRM
Location: San Francisco, California, United States
Curated is on a mission to help people find exactly what they’re looking for
Whether it’s your first snowboard, a brand new baby stroller, or a much needed upgrade to your coffee machine shopping is hard when the stakes are high. We make it easy by connecting customers with Real Experts who can answer their needs faster.
Curated is the home of America’s biggest community of Real Experts
Real Experts aren’t sales assistants. They’re people living ordinary lives, who also happen to be obsessively passionate about something. They have real, on-the-ground, lived experience they’re not proficient in tennis, they’re fluent in it.
Making high-stakes purchases easier is only the beginning
Our Real Experts connect with customers in ways that would be unimaginable in any other retail context. They work hard to understand your needs, trade stories, help make plans, and keep in touch.
It’s why customers are obsessed with Curated and why our Real Experts have a 4.96 average star rating over 85,000+ reviews.
As Head of CRM, you will play a leading role in our mission to humanize online shopping at Curated. You will be responsible for developing, implementing, and advancing Curated’s CRM program as well as managing a team responsible for lifecycle marketing and demand generation through email, SMS, push and in-app messaging.
You will be involved in every aspect of the CRM process, from brainstorming the next great innovation within our in-house CRM platform to polishing final designs for launch. You will be expected to utilize your full range of CRM skills and own the whole CRM experience.
You have expert-level knowledge in CRM, CDP, and ESP systems and data flows. You are an inspiring thought leader with the ability to manage multi-disciplinary projects while meeting business objectives.
This role reports to the Co-Founder & Head of Marketing and can be based in our San Francisco headquarters or remotely in the US.
Your responsibilities include
- Create the vision for company wide retention strategy and partner with/lead teams to hit retention goals
- Lead the daily operations of our CRM program to meet customer experience and retention goals through email, SMS, push and in-app messaging & future channels
- Conceptualize, develop, and optimize marketing programs, including lifecycle triggers and large scale campaigns, while ensuring that communication is crafted in a holistic and user-focused way
- Collaborate with Growth, Creative, Product, and Data leaders to optimize and personalize the customer journey, developing strategies that deliver the right message to the right person, at the right time
- Perform customer analysis, segment customers into meaningful and actionable cohorts, conduct A/B and multivariate tests, establish reporting infrastructure, track and analyze performance, and consistently share results.
- Coordinate with Finance to drive annual customer KPI’s including Lead to Customer Conversion, Repeat Purchase, and LTV goals.
- Partner closely with acquisition team to develop continuity between acquisition funnel and repeat funnel
- Be on the forefront of the latest technologies and innovations to drive development of our in-house CRM platform
Qualifications
- 7+ years of CRM or loyalty experience, preferably in retail/eCommerce; is customer-centric with a successful track record of developing and implementing customer and marketing strategies
- Experience analyzing complex sets of data to identify insights, tell stories, and develop data-driven strategies
- Deep knowledge in customer segmentation and list management as well as excellent analytical and quantitative skills
- Must love mentoring and guiding others; passionate about the advancement of the team and proven success in developing and promoting from within
About you
- Creative and empathetic thinker; you care deeply about our customers and can build precise targeting as well as delightful, on-brand experiences and consistently adds value
- Excellent interpersonal and communication skills.
- Excellent copywriting skills.
- Excellent taste and aesthetic skills.
- Excellent project management skills.
- Highly creative and imaginative.
- Have a positive attitude and thrive within an organization that moves quickly and with a degree of ambiguity