Director of Customer Retention and CRM

KULE is seeking a Director of Customer Retention and CRM to join its team. This individual will be passionate about building customer relationships and maximizing customer loyalty through effective CRM strategies. The Director of Customer Retention and CRM will be responsible for:

• Developing and implementing customer retention and loyalty programs to increase repeat purchases and customer lifetime value
• Creating and managing customer segmentation strategies to personalize communications
• Leading the development and execution of CRM campaigns across various channels, including email, SMS, and direct mail
• Collaborating with cross-functional teams such as Marketing, Ecommerce, and Operations to ensure a seamless customer experience
• Analyzing customer data and conducting customer research to identify insights and opportunities for improving retention and engagement
• Monitoring and reporting on key customer metrics, providing recommendations for improvement
• Building and managing a high-performing team of CRM and retention professionals
• Manages day-to-day email programs and marketing calendar

Requirements

The ideal candidate:

• Has a minimum of 5 years of experience in CRM, customer retention, or loyalty marketing
• Experience with Shopify, Klaviyo, and Yotpo a plus
• Demonstrates a strong understanding of CRM principles and strategies, as well as experience with CRM tools and platforms
• Is highly analytical and data-driven, with the ability to analyze customer data and derive actionable insights
• Has a proven track record of developing and executing successful customer retention programs
• Is familiar with customer segmentation strategies and personalization tactics
• Possesses excellent communication and collaboration skills, with the ability to work cross-functionally and manage a team
• Is detail-oriented, organized, and able to manage multiple projects and priorities
• Thrives in a fast-paced, entrepreneurial environment and is comfortable taking initiative and driving results
• Has a passion for delivering exceptional customer experiences and building lasting customer relationships
• Has a love for stripes (optional but preferred!)

Benefits

At KULE, we:

• love stripes.
• are a small team with a big heart.
• have some of retail’s most respected leaders as our advisors.
• take our business seriously, but not ourselves.
• believe intelligence, attitude, and energy often trump experience.
• offer a competitive salary, benefits, a generous clothing allowance, and the opportunity to get in on the ground floor of a quickly growing fashion brand.
• want to get to know you!