Director, CRM & Lifecycle Marketing

ABOUT the company

The company is a high-impact advertising agency that collaborates with consumer-focused brands to identify growth opportunities and implement disruptive marketing strategies. We combine digital marketing expertise and a suite of creative services to help brands scale. As a globally recognized growth consultancy, technology studio, and full-service digital marketing agency, we solve complex growth challenges and build brands through proprietary technology, innovative strategy, channel expertise, and flawless execution. The company has built a track record of excellence across various verticals, including durable goods, consumer packaged goods, and SaaS. While highlighting potential growth opportunities for clients, the company itself continues to expand rapidly.

OUR CULTURE

We’re a fast-moving, highly collaborative team of senior strategists, creatives, and technologists who push the boundaries of what performance creative can achieve. We value ownership, rigor, curiosity, and the confidence to challenge assumptions—with data.

Working at the company means operating at a high bar. We celebrate wins, learn quickly from failures, and invest deeply in our people. Whether remote or hybrid, our team shows up as thoughtful partners to one another and trusted advisors to our clients.

WHO WE’RE LOOKING FOR

We’re looking for an experienced lifecycle leader to work directly alongside the Department Head of Lifecycle and help run the division day to day. You’ll be a senior strategic partner on major accounts, a hands-on expert in platform, and a go-to resource for the team. You’ll help drive profitability, tighten operational processes, and make sure our client strategies set the industry standard.

You need to be hands-on in Braze, not just familiar with it. You should be comfortable building and troubleshooting on the platform yourself. You should also understand Klaviyo well and have a strong command of the Shopify ecosystem, funnel strategy, and complementary retention martech. You’re equally comfortable in a strategy conversation with a client, reviewing creative, or advising on segmentation.

JOB SUMMARY

The Director, CRM & Lifecycle Marketing will support the Department Head in growing the division, keeping delivery strong, and keeping clients happy. You’ll partner on department planning and operations, develop scalable processes, and oversee the delivery of best-in-class retention programs. You’ll also take a senior strategic role on major accounts, making sure our strategies line up with client goals and deliver measurable results.

KEY RESPONSIBILITIES

Department Leadership & P&L Management

• Partner with the Department Head on department goals, forecasting, and staffing plans.

• Help monitor account profitability and flag adjustments needed to keep margins healthy.

• Step in as a day-to-day leader for the team and clients as needed.

STRATEGY & CLIENT LEADERSHIP

• Lead the development of high-impact lifecycle strategies across email, SMS, loyalty, subscription, and referral programs.

• Act as a senior strategic advisor for priority clients, particularly in Shopify-based DTC brands.

• Run lifecycle audits on prospect accounts across email, SMS, flows, and segmentation, and turn what you find into clear revenue opportunities.

• Build and present polished, well-prepped audit decks to prospects alongside Sales and Account leadership.

• Partner with Sales and Account leadership to support new business wins and expand existing client relationships.

OPERATIONAL EXCELLENCE & PROCESS DEVELOPMENT

• Implement and refine workflows, tools, and QA processes to maximize team efficiency and output.

• Create and maintain playbooks for flow builds, Braze setup, audits, QA, and seasonal planning like BFCM, so best practices are documented and repeatable across accounts.

• Train the team on new playbooks and keep them updated as platforms and strategies change.

• Standardize reporting and performance dashboards so every strategy is data-driven.

• Oversee creative collaboration between retention strategists, designers, and copywriters.

TEAM LEADERSHIP & DEVELOPMENT

• Manage and mentor managers, strategists, and creatives within the department.

• Help set performance expectations and provide ongoing coaching, feedback, and career development.

• Foster a collaborative culture of accountability, innovation, and client-first thinking.

INNOVATION & INDUSTRY EXPERTISE

• Stay ahead of ESP capabilities (especially Braze and Klaviyo), martech integrations, and retention best practices.

• Help build and maintain partnerships with technology vendors to enhance our service offerings.

• Represent the company’s Lifecycle division as a thought leader through industry events, content, and platform partnerships.

QUALIFICATIONS & EXPERIENCE

• 8+ years of lifecycle marketing, CRM, or retention experience, with agency experience required.

• DTC brand experience required.

• Deep, hands-on Braze experience. You’ve built and managed programs in the platform yourself, not just directed others.

• Strong working knowledge of Klaviyo.

• Advanced knowledge of Shopify and key retention martech tools (e.g., Attentive, Postscript, STAY.AI [link for members] Recharge, Yotpo, etc.).

• Track record of delivering retention programs that drive measurable revenue and customer LTV growth.

• Strong understanding of funnel strategy, customer segmentation, and performance optimization.

• Experience working with cross-functional teams including strategy, account management, and creative.

• Exceptional communication and client management skills.

• Experience running lifecycle or CRM audits and presenting findings in well-prepared decks to prospects or clients.

• Experience building playbooks, SOPs, or frameworks that help a team deliver consistent work.

TOP REASONS YOU’LL LOVE IT HERE

• Accelerated career growth and leadership opportunities.

• Direct mentorship and collaboration with senior leaders across departments.

• A talented, supportive, and passionate team that loves what we do.

• Competitive benefits including 100% paid Medical, Dental, Vision, STD, LTD, and Life insurance.

• 401K with company match.

• Generous PTO and holidays, plus a day off during your birthday week!