At Dashlane we believe in leading with employee choice and respect peoples' different needs and preferences. Our interview process follows this same principle. In light of the ongoing pandemic, most people are currently choosing to interview remotely via Zoom. If you have different preferences, we welcome you to discuss them with us and we'll do our best to accommodate. 

Introduction 

Are you passionate about building long sustained relationship with customers? Do you obsess about the customer, their needs and mindset, and how you entice, educate and inform them about complex technology products? Are you excited about using data and insights to inform your work and use technology to create a responsive customer experience? Are you an empathetic leader who knows how to inspire and mentor CRM talent? Join Dashlane as the Director of CRM to make security simple for millions of businesses and their people.

About Dashlane  

Dashlane's mission is to make security simple for millions of organizations and their people. We empower businesses of every size to protect company and employee data while helping everyone easily log in to the accounts they need—anytime, anywhere. 

Our global team with offices in Paris, New York, and Lisbon is united by a strong sense of community and passion for improving the digital experience. Over 15 million users and 20,000 businesses in 180 countries use Dashlane for a faster, simpler, and more secure internet.

About the role 

We are looking for an experienced and accomplished Director of CRM leading our demand nurture and lifecycle marketing efforts across both our business and consumer segments. This person brings a deep understanding of what it takes to drive and accelerate customer growth & retention, especially in the SMB segment. You will partner closely with Demand Gen, Performance Marketing, Analytics, Product Marketing, Sales, Customer Success, Finance, Product, and Engineering, and will own strategy development and program design related to nurturing leads, activating and onboarding customer and building a customer centric engagement and up & cross-sell program to drive customer growth, engagement, usage, profitability and ROI.

This position is both strategic and executional. Strength in both and the ability to flex back and forth is critical. You will use research, data & insights to develop segmentation and behaviorally oriented strategies against those segments. You will use all levers (E-Mail, SMS, Push, In-App Messaging, Media, Creative and Experience, Promotions, Modeling & others) to build out automated and highly efficient programs. You will establish a hypothesis driven test and learn process to constantly evolve the programs and improve response and efficiency. In partnership with other teams, you will advance our data, analytics and technology infrastructure to be more automated, intelligent, and responsive in our execution. You will also create an effective operating rhythm with marketing, analytics, product, operations, risk & finance to develop and execute these programs.

The successful candidate is a data driven & action oriented growth marketer, who possesses sharp business acumen, familiarity with SMB marketing and deep experience in using data to inform marketing strategy. This person is a results oriented professional who knows how to work across the organization and has a track record of success in rolling up their sleeves, and executing customer engagement programs. This person is also known for their ability to build, coach and lead a high-performing team.

Responsibilities 

• Develop & execute demand nurture programs to meet lead conversion / ROI targets for SMB segment
• Develop & execute retention & up/cross-sell programs to meet Revenue, Profitability targets for consumer segment
• Constantly monitor investments, funnel efficiency, and ROI to deliver improved performance
• Drive strategy and road mapping for marketing automation across both sides of the business
• Interface with product, sales, and engineering teams to build out the CRM channel mix and create new methods of reaching current and prospective customers 
• Manage CRM related ROI, volume & revenue targets; Own key reports around conversion rates, cross-sell, usage and program performance; Keep key stakeholders updated with daily, weekly, and monthly reporting
• Drive performance through constantly testing new strategies (segmentation, messaging, channels, promotions, etc) and building a hypothesis driven test and learn discipline 
• Partner with research & analytics in applying qualitative & quantitative methods with rigorous A/B testing to understand growth drivers
• Continually make and implement recommendations for optimizing programs, and additional investment in time and money in line with strategic direction
• Continually develop customer insight to shape growth strategies, funnel optimization & cross-sell
• Own planning & budgeting of financials & metrics for lead conversion, retention and cross-sell 
• Build clear, succinct story & actionable recommendations on results and how to improve them 
• Support strategic & financial decision making as it relates to marketing
• Works cross-functionally with leaders on product, marketing, sales, data science, and insights to unlock new growth opportunities
• Build, mentor and manage a team of CRM marketers and create a high-performance culture

Requirements  

• 7+ years CRM/marketing automation experience, preferably in a B2B SaaS capacity 
• Strong experience in enterprise-level marketing automation platforms (Marketo, Hubspot, Pardot, Eloqua, etc), and their various capabilities and integrations
• 3+ years experience managing a team 

We’re also looking for... 

• Proven track record of building CRM / lifecycle discipline and delivering on revenue and ROI goals

• Proven expert in successfully identifying growth drivers for a high growth tech enabled business

• Somebody with a test and learn mindset, experienced in driving growth & engagement through wide-scale A/B and multivariate testing

• Top of their game regarding Lifecycle / Digital Marketing (Email, SMS, Push, In-Product), Personalization & Growth Analytics (Segmentation, Database) 

• Top digital marketing leader who keeps abreast of the latest tools, techniques, & technologies

• A high level of expertise in analyzing user funnels and surfacing growth opportunities

• Experience in CRM technology and systems including Braze, Marketo, Salesforce

• Experience working effectively in a heavily cross-functional, fast-paced environment

• Demonstrated ability to lead directly and indirectly through influence 
• Highly effective communicator, who interacts with clarity and purpose, and who has experience interacting at all levels of the organization
• Somebody with a high EQ, who understands the “what” but places equal value on “how” to get things done
• Flexible, Positive, Proactive
• Strong bias towards action
• Passion for and experience marketing to small and medium-sized businesses