Director of CRM

*This is a fully remote role within the United States*

About Love in Faith

Love in Faith is a vibrant, expanding e-commerce company with a heart for Christian apparel. Our commitment is to deliver high-quality products coupled with an unparalleled shopping experience. Here, we're not just a company; we're a team of enthusiasts, dreamers, and doers that strive to deliver exceptional products with a customer-focused experience you can trust. With fully remote positions, you can work from anywhere while contributing to our exciting growth story.

Here's why you should consider us:

• Rapid Growth: We're not your typical startup. Our exponential growth speaks volumes about the opportunities that await you. Be part of something big!
• Remote Flexibility: Enjoy the freedom to work from your preferred location, without sacrificing your career goals.
• Culture: Our team knows how to work hard and play harder. We value creativity, innovation, and a positive work environment. Join us in celebrating successes, big and small.

About the Role

We are seeking an experienced and dynamic Director of CRM to lead our ecommerce and performance marketing retention strategies. In this role, you will be responsible for building out these strategies across email, SMS, loyalty, direct mail, referral, lifecycle marketing, and overall revenue growth. You will be a collaborative, analytical, customer centric thinker capable of working closely with cross-functional teams, able to analyze customer data, and leverage performance marketing techniques to create personalized and impactful strategies.

Responsibilities

CRM Strategy Development:

• Responsible for building out the strategy for new CRM programs including requirements gathering, vendor selection, forecasting, implementation, and analysis
• Develop and execute a comprehensive CRM and retention strategy that aligns with business goals, focusing on maximizing customer lifetime value.
• Create segmented customer journeys based on behavior, preferences, and demographics to deliver personalized experiences.
• Implement strategies to reduce churn and increase customer loyalty through data-driven insights.

Performance Marketing Integration:

• Collaborate with the performance marketing team to align retention initiatives with customer acquisition efforts like signup conversion rates and subscriber growth initiatives.
• Leverage data insights to refine marketing campaigns, targeting, and messaging across various channels (email, SMS, push notifications, etc.).
• Optimize campaigns to improve retention metrics such as customer retention rate, repeat purchase rate, and average order value.

Customer Segmentation and Personalization:

• Build, optimize and segment audiences, tailor communication strategies for different customer segments, develop personalized email and SMS campaigns that resonate with our customers, and collaborate with our creative team to develop beautiful on-brand email and SMS creative
• Implement personalization strategies to enhance the customer experience, including dynamic content, product recommendations, and exclusive offers.
• Build and maintain a messaging, product and offer testing cadence with the Retention Marketing Managers for all Retention channels (i.e. Email, SMS, Order Inserts, etc.)
• Attention to detail and the ability to create repeatable processes within segmentation strategies, ad hoc, trigger and email flows.

Lifecycle Marketing:

• Develop and oversee lifecycle marketing programs that engage customers at various stages of their journey, from onboarding to post-purchase.
• Create triggered campaigns based on customer behavior, such as cart abandonment, browsing history, and purchase frequency.

Data Analysis and Insights:

• Manage CRM KPI’s in partnership with Marketing and eComerce teams to continue to accurately forecast and inform the retention strategy (i.e. cohort analysis, repeat purchase, lifetime value, etc.)
• Regularly analyze customer data and retention metrics to identify trends, opportunities, and areas for improvement.
• Provide actionable insights to key stakeholders and make data-driven recommendations to enhance retention strategies

Requirements

• Bachelor's degree in Marketing, Business, or related field (Master's preferred).
• Proven experience (10+ years) in ecommerce retention marketing and performance marketing.
• Strong understanding of customer lifecycle, segmentation, and personalization strategies.
• Proficiency in data analysis and using analytics tools to drive insights.
• Experience with marketing automation platforms and customer relationship management (CRM) systems.
• Excellent leadership and team management skills.
• Exceptional written and verbal communication skills.
• Ability to adapt to a fast-paced, dynamic environment and handle multiple projects simultaneously

Physical Demands

• While performing the duties of this job, the employee routinely is required to sit; walk; talk and hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch. Speaking and hearing ability sufficient to communicate in person, over the telephone, and/or via video conference.
• The ability to stand, walk, and sit in a computer chair for long periods of time.
• The ability to see and respond to dangerous situations.
• Speaking and hearing ability sufficient to communicate in person, over the telephone and/or via video conferences.
• Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment.

Emotional Demands

• Confident decision-making skills. You will need to review data and make sound decisions on what actions to take and make confident recommendations to senior management. You may need to make decisions quickly with limited amounts of information in urgent situations.
• Data analysis & interpretation. You will have to process and review a lot of information from a variety of sources, understand how data is collected, assess data quality, and how to use the information.
• Communication skills. You need to have advanced communication skills in both oral and written form. Emails and written communication with colleagues and external partners, written reports for senior executives. Able to communicate complex financial information to people outside of the finance department.
• Comfortable with technology. Able to navigate data through computers, mobile, software, databases. Stay up to date with technology advances.
• Oriented to detail. Financial forecasts rely on projections which can be impacted by even minor changes in sales patterns, consumer sentiment, economic shifts, competitor changes, etc. You will need to be attuned to small changes in all streams of data.

For Applicants with Disabilities

• Reasonable accommodation will be made for those that qualified during application process. If you need accommodations during the hiring process, please let us know when you submit your application, and we’ll do our very best to adjust as needed.

Benefits

• Medical, Dental, Vision

• Health Savings (HSA) & Flexible Spending Account (FSA)
• Company Paid Life Insurance
• 401(k) and Roth IRA Plans
• Employee Recognition & Rewards Program
• Unlimited PTO (for exempt employees)
• Frontloaded PTO (for non-exempt employees)
• Paid Parental Leave
• Paid Sick Time
• Other supplemental benefits available

Other Company Perks:

• Monthly Utility Stipend
• Food and Beverage Stipend
• Health & Wellness Stipend
• Education & Professional Development Stipend
• Charitable Gift Matching