Director, Customer Relationship Management - Centric Brands

Centric Brands is a leading lifestyle brand collective that designs, sources, markets and sells high quality products in multiple segments, including women’s, men’s and kid’s apparel, accessories, entertainment and beauty.  

Centric Brands is focused on our customers and our brands that will drive the company’s future growth. We are defined by innovation as we seize new opportunities and thrive in an environment informed by creativity and thinking that is both analytical and outside the box.  Centric Brands reflects a team built on respect, for others and for the hard work it takes to achieve our goals and build our bright future together.

The Director, CRM, Retention & Lifecyle Marketing will be responsible for developing and executing strategies to optimize customer communication, engagement, loyalty and retention across a portfolio of brands. This involves leading the design and implementation of effective CRM programs across multiple channels—including email and SMS—to enhance the customer experience and drive business growth. The ideal candidate is results-oriented, with a proven track-record of successfully managing complex multi-channel lifecycle marketing programs for ecommerce businesses. In addition, the ideal candidate is entrepreneurial and innovative, excels in project management, has a deep understanding of CRM principles as well as customer segmentation, and is a proactive collaborator with strong analytical and problem-solving skills.

Essential Duties and Responsibilities

• Lead the design, implementation, and optimization of CRM programs across various channels, including email, SMS, push notifications, and in-app messaging.

• Develop and execute email and SMS strategies that maximize website traffic, drive revenue, increase list size, and exceed each brand’s growth and retention goals.
• Serve as the email and SMS channel expert and monitor industry trends to identify new strategies, tools and vendors to help improve technologies and capabilities. Provide thought leadership in the areas of contact strategy and marketing mix optimization.
• Design and implement testing strategies to understand customer behavior, including deeper understanding of creative and messaging preferences and engagement drivers.
• Leverage data insights and analytics to improve audience/cross-channel segmentation and targeting strategies for marketing campaigns and lifecycle flows.
• Build channel roadmaps, establishing goals, owning ongoing communication with stakeholders for alignment and updates, and reporting on results for email, SMS, mobile app and loyalty programs.

• Define, track and optimize key performance metrics related to CRM effectiveness, such as customer lifetime value, customer satisfaction, and retention rates.

• Own loyalty programs for multiple brands; implement strategies to grow loyalty enrollment while increasing engagement and participation across all tiers/cohorts.
• Develop program objectives and loyalty membership acquisition practices.

• Analyze customer behavior, engagement patterns, and purchase history to derive actionable insights and make data-driven recommendations for improving customer retention and loyalty.

• Own customer database, customer data enrichment, and transmission/sharing of customer data between systems and vendors.
• Enhance current and build new loyalty program communications, focusing on personalization, engagement, and retention.
• Own loyalty marketing calendar in partnership with brand and digital marketing for all loyalty campaigns.
• Create a comprehensive A/B and multivariate testing program to optimize each brand’s loyalty offering (including benefits and rewards.)
• Develop, refine, and maintain weekly and monthly dashboards with insights and recommendations for improvement; monitor and report on key loyalty metrics for campaigns and identify areas of opportunity to maximize engagement and retention among members.
• Partner with internal and external partners to cohesively integrate digital touchpoints with other marketing channels and site experiences.
• Manage a direct report.
• Other duties as assigned.

• Bachelor's degree or equivalent in business, marketing, or a related field.
• 8+ years of CRM, loyalty, lifecycle marketing experience, with 3+ years focused in the apparel industry.

• Extensive knowledge of customer journeys, lifecycle campaigns, and segmented communication strategies.
• Experience with creating compelling messages for different customer segments and managing A/B testing, analysis, and reporting to optimize email, SMS and mobile app performance.
• Strong understanding of digital user experience and digital analytics.

• Familiarity with compliance requirements for privacy and digital communication regulations and legislation domestically (CAN-SPAM, CCPA) and internationally (CASL).
• Shopify/Shopify Plus experience preferred, but not required.

• Experience working with (ideally managing) vendor and agency relationships.
• Excellent communication skills, both written and verbal.
• Strong organizational and time management skills.
• Ability to manage multiple projects and responsibilities.
• High attention to detail.

In return, we provide an industry-competitive salary, along with a comprehensive benefits plan (medical, dental, vision) that includes a matching 401(k), Summer Fridays, generous PTO, merchandise discounts, excellent career development opportunities, and a work environment that reflects our industry leadership. Our social impact program, Centric Cares, focuses on volunteerism to make a difference in communities we live and work in and our D&I committee is shaping the future of diversity, equity and inclusion at Centric Brands though workshops, resources and inspiring conversation.

Salary Range: $140,000-175,000

At Centric Brands, we believe our people are our greatest asset, and we seek to structure competitive compensation offers to ensure that we are able to attract and retain the best talent. Our job postings include an annual base salary range at the time of employment. The stated base salary range represents our good faith estimate as to what candidates are likely to expect, and we tailor our offers within the range based on several factors, including the selected candidate's educational and professional experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process. Base salary is a part of a total compensation package, which, depending on the position, may also include commission earnings, annual bonus and other Centric Brands sponsored benefit programs.

Be part of our growing community by getting involved with groups, teams and initiatives like Be Green, Be Giving, and Be Celebrated.

Centric Brands is an Equal Opportunity Employer

Please note that Centric Brands will only reach out to interview, make an offer of employment or conduct onboarding activities for candidates who have applied through our careers site. When interviewing for a position, the candidate experience will include live interaction, such as a video conference or telephone call, with a Recruiter and/or company employee(s). We will never ask for any money or payments from applicants at any point in the recruitment process. Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here: https://consumer.ftc.gov/articles/job-scams.

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