Director of CRM
Mayvenn, Inc., United States
Job Description
At Mayvenn, we are creating the future of salon retail - one hairstylist at a time. Our mission is to empower hairstylists and salon professionals while changing the way people purchase hair extensions and interact with hair companies. We've experienced tremendous growth since our founding in 2013: our platform has grown into a nationwide movement of over 100,000+ stylists, hundreds of thousands of customers, and millions of dollars invested back into salons across the country.
As CRM Director, you’ll be running a team focused on understanding our customers’ experiences across all channels including website/landing pages, email, SMS, direct mail, and more to drive business growth and customer retention. You will be involved in every aspect of the CRM process, from brainstorming the next great CRM innovation to polishing final designs for launch. You will be expected to utilize your full range of CRM skills and you will own the whole CRM experience for everything related to the Mayvenn product. At each stage, you will anticipate what our users need, advocate for them and ensure that the final product surprises and delights them.
As a part of this role, you will be responsible for developing, implementing, and advancing the company’s CRM programs as well as managing a team responsible for retention and marketing programs including email and SMS. You’ll manage a high-performing team of marketers and ensure their continued development and growth within the organization.
RESPONSIBILITIES
- Drive the vision and strategy for our lifecycle and retention efforts to engage users and deliver business growth
- Conceptualize, develop, and optimize marketing programs, including lifecycle trigger programs and large scale campaigns, while ensuring that communication is optimized in a holistic and user-focused way
- Partner with Growth, Creative,Product, and Data leaders to optimize and personalize the customer journey, developing pre-emptive strategies that deliver the right message to the right person, at the right time
- Keep abreast and demonstrate application of current trends and advances in the marketplace and RM industry, both on- and off-line within and out of the category
- Work closely with extended team to write CRM project briefs, Message Matrices, Communications Architecture/Flows, Content Calendars, and other documents as well as implement them
- Lead integrated analysis as well as own tactical and program optimization recommendations
- Develop testing strategies, learning agenda, measurement plans, and KPIs as well as design an experimentation roadmap and execute a rigorous A/B testing agenda to enhance campaign effectiveness
- Identify new segmentation approaches and/or refine existing customer segments
- Ensure best practices and optimal operational performance with proper CRM, engagement, personalization and measurement tools in place to deliver annual business goals and KPIs
Requirements
- Self-starter - must be able to hit the ground running with minimal supervision
- Experience in consumer e-commerce companies preferred
- 7+ years of hands-on experience managing CRM programs (Strong emphasis on leveraging a complex marketing automation/CRM system)
- Have strong project management skills including conceptualization, driving alignment, planning resources, managing deadlines, and objectives, delivering analysis and recommendations, and a successful track record
- Deep knowledge in customer segmentation and list management as well as excellent analytical and quantitative skills
- 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
- Experience working cross-functionally and communicating results to a wide range of stakeholders
- Ability to navigate ambiguity and manage competing priorities
- Must love mentoring and guiding others; passionate about the advancement of the team and proven success in developing and promoting from within
Benefits
We’re constantly building new products and services to revolutionize the beauty industry, and we are looking for people who are ready to make an impact every day. There are a wide variety of opportunities within our product from finding the best way to purchase hair extensions to increase the value of a stylist. The current team, although small, has a wide variety of backgrounds and is extremely collaborative. We have an amazing culture of genuinely caring about the customer and finding impactful ways to empower our stylists. We love coming to work every day and solving the toughest problems. In addition to offering ownership and achievement in your work, we offer competitive pay and benefits (health insurance, f