Director of CRM and Retention Marketing
Jackpocket is seeking a Director of CRM and Retention Marketing Manager to be the first to run our retention marketing efforts. You will join our marketing team and alongside acquisition to build retention programs that delight, engage, and retain customers. The role will require a deep knowledge of email marketing, segmentation and cohort analysis, marketing automation tools, and loyalty programs. Top-notch strategic, analytical, and creative skills are required as the role is expected to significantly impact performance and drive overall company success.
Responsibilities
- Develop and execute CRM strategies and communications in promotional, transactional, lifecycle, triggered and rewards-focused campaigns to drive retention, revenue growth, and win-backs.
- Manage day-to-day efforts across email, In-app, push, and other communication channels
- Be able to create written content for emails, push notifications, etc when needed
- Responsible for email templates, call-to-actions, and content / offers utilized in email sends
- Develop a deep understanding of what resonates with our customers, create and implement cross-channel, end-to-end customer journeys
- Optimize business rules that automate and drive content, triggers, audience segmentation, channel selection, creative messaging and communications cadence
- Own CRM KPIs, including deliverability, open rate, click rate, conversion rate, opt-out rate, revenue, as well as specific business goals around individual campaigns.
- Actively manage contact list size and health, target criteria selection, cohorts and segments to create relevant and engaging campaigns for customers.
- Constantly stay informed with best in class acquisition, retention and advocacy practices.
- Quickly identify and troubleshoot any campaign performance issues, and drive successful resolutions. Approve, establish and enforce direct communication rules and restrictions.
- Work with BI to report on activity and effectiveness of all retention and CRM efforts
Requirements
- 5+ years with consumer CRM / retention marketing with specific experience in multi-channel direct messaging, post-campaign analysis, and mobile app retention
- Hands on experience with marketing automation platforms (Mixpanel & Localytics a plus)
- Superior project management skills with a bias towards action against goals, on-time delivery, and operational excellence
- Expertise in email marketing best practices and trigger-based lifecycle programs
- Proven track-record of devising and delivering successful CRM programs
- Strong analytical knowledge and experience with reporting, driving insights, and data-driven optimization
- Ability to adapt in an ever-changing environment - balancing intense attention to detail with swift turnaround while working in a collaborative, positive manner
- Incessant drive for continuous improvement
- Creative and a self-starter