Director, CRM

Harper Wilde is the next market leader in intimates. We are a venture-backed high-growth startup revolutionizing the intimates industry with an empowering, community-driven brand, and quality products at half the price of competition. Intimates is a basics industry with extreme loyalty, and is ripe for a new mass-market leader. Our mission is to Lift Up The Ladies, including the next generation of leading women by partnering with and donating 1% of proceeds to Girls Inc. We have been featured in Vogue, New York Times, Good Morning America, Forbes, Fast Company, and more.

The Director or CRM will establish the strategic direction for Retention, Loyalty and Customer Lifecycle at Harper Wilde. You will join our Growth team and own the entire customer lifecycle, with a focus on retention and LTV. You will partner across the organization to help inform improvements to the end-to-end customer journey to optimize our customer experience and drive LTV.

The ideal candidate has a customer-first mindset and is passionate about understanding our customers’ experiences across all channels including website, email, SMS, landing pages, referral programs and more to drive business growth and customer retention.

You must be comfortable and excited by working on a small, collaborative team during a hyper-growth stage.

Responsibilities

• Develop strategy and roadmap for segmentation, personalization, and automation across retention channels to drive repeat, LTV, and engagement.
• Lead the business of retention, including owning all KPIs, tracking and forecasting
• Work cross-functionally with brand, digital, and product teams to optimize and personalize the customer journey, determining how to deliver the right message to the right person at the right time.
• Champion a culture of segmentation, testing and optimization, working across departments to develop our testing strategy and share best practices
• Work with larger growth team to implement retention campaigns across paid channels
• Own cohort model to predict and report out on KPIs driving LTV
• Own customer segmentation and components of marketing tech
• Manage and grow the email, SMS and loyalty subscriber database

QUALIFICATIONS

• 7+ years of experience working in CRM, including expertise in email and SMS, ideally in DTC or apparel businesses
• Successful track-record of developing marketing strategies, executing, measuring, and delivering on performance targets
• Deep understanding of lifecycle marketing, attribution, how various channels interplay with one another, and the KPIs that drive retention
• Exceptional analytical skills: expert in excel, Google Analytics, Looker and fluency in filtering, structuring, and presenting data
• An eye for strong creative and storytelling, and experience partnering with Creative teams on both direct response and brand marketing assets and communication
• Strong empathy and understanding of the customer mindset to deliver exceptional customer experiences
• Results oriented with the ability to move quickly and easily between high level strategy and rolling-up-sleeves to get it done.
• Willingness to learn and teach.
• A great sense of humor.