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Director of CRM

Posted on Apr 6, 2021 by goPuff

Philadelphia, PA 19113
Retail Trade
Immediate Start
Annual Salary

goPuff is seeking a seasoned, data-driven CRM expert to oversee the global CRM marketing team with the goal of delivering increased customer engagement at scale and driving business growth. In this role, you will create and lead the vision, planning and execution of the customer CRM marketing program. You will work closely with the broader Marketing group, Operations, Merchandising, and Analytics in order to increase the active customer base, minimize churn, and increase recurring revenue.
The ideal candidate has demonstrated deep expertise in customer CRM marketing and lifecycle programs - ranging from customer onboarding, churn/win-back programs, product discovery, new market and product launches, incrementality testing and experimentation frameworks. In this role, you will manage a team of CRM marketers, building sophisticated growth strategies, building out CRM marketing tools and data tools to continue to optimize for efficient customer growth.
Success in this role requires a high level of attention to detail, technical acumen, analytical proficiency and a strong bias for action. In addition, the candidate will demonstrate strong excellent leadership and management skills.


Manage and coach a talented team of 6+, ensuring their continued development and growth
Evolve the CRM marketing strategy that will drive increased purchase behavior and frequency, avg. basket size (AOV), customer engagement, and retention
Apply a data-driven approach to identify, size and prioritize opportunities that drive innovation, engagement and optimized lifetime value across customer segments
Partner with product and analytics teams to build a unified approach and strategy to drive sustained customer engagement and purchasing behaviors
Evolve experimentation efforts to rapidly test and turn learnings into sustained growth drivers
Develop and evolve advanced segmentation strategies that deliver truly personalized customer experiences
Lead the design and development of CRM reporting dashboards; establish templates and processes for regularly sharing out CRM KPIs and results with key stakeholders
Champion learnings and results from CRM programs throughout the broader organization
Manage vendor relationships and continually evaluate new third party systems and tools that unlock new efficiencies or growth opportunities
Lead efforts to building automated, multi-touch nurture programs for audiences across the customer lifecycle
Communicate and share learnings with cross-functional teams to ensure best practices and learnings are implemented across the company
Work closely with the VP of Growth and act as key leader & mentor across the team


Has 6+ years of CRM experience
Exemplifies high standards via attention to detail and strong organization tactics
Demonstrates sophisticated critical thinking abilities
Has a strong analytical approach to customer behavior, campaign measurement and performance, and optimizations
Is Hungry to learn always self-critical, learning from mistakes and consistently improving
Experienced in designing and implementing A/B and multivariate tests
Has excellent written and verbal communication skills
An experienced hiring manager and leader a world-class team
Has a technically relevant degree or equivalent professional qualification
Has the ability to plan strategically, but stay on top of tactical execution
Proficient in SQL and more advanced data analysis tools (Tableau, Looker, etc.)

Reference: 1152696309

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