Director, Customer Relationship Managment

Essential Duties And Responsibilities

• Define and own CRM strategy and roadmap aligned to company objectives
• Build, manage, and optimize end-to-end lifecycle programs: welcome/onboarding, activation, retention, win-back/reactivation, renewal, upsell/cross-sell, and re-engagement
• Design and implement segmentation, personalization, and journey orchestration across email, push, SMS, in-app, and site messaging
• Lead experimentation and optimization: develop hypothesis-driven tests (A/B, multivariate), prioritize by expected impact, and measure results against KPIs
• Set and track CRM KPIs (churn, retention, LTV, MRR, ARPU, activation rate, engagement metrics, deliverability, conversion rates) and provide regular reporting to leadership
• Own the development and execution of the organic social strategy across accounts for AGI’s portfolio of brands
• Collaborate with creative/product teams to iterate copy, templates, and assets
• Manage CRM technology stack (Iterable), data integrations, customer data platform (CDP), and marketing automation to ensure reliable segmentation, tracking, and attribution
• Partner with Data/Analytics and Engineering to maintain data hygiene, event instrumentation, identity resolution, and reporting pipelines
• Own lifecycle revenue and membership forecasting and budget for CRM channels
• Ensure compliance with privacy and deliverability best practices (GDPR, CCPA, CAN-SPAM) and maintain high email/SMS deliverability standards

Experience Required

• Proven track record of successfully leading CRM/lifecycle marketing for subscription or recurring-revenue consumer digital products
• Demonstrated ability to drive measurable revenue and membership growth through CRM programs
• Strong analytic orientation with experience running experiments and interpreting results
• Experience managing team members and cross-functional stakeholders
• Direct experience in subscription-based business models (SaaS, digital subscriptions, membership or e-commerce with recurring revenue)
• Hands-on experience with CRM/marketing automation tools, most notably Iterable
• Strong experience with analytics platforms and experimentation tools (GA4, Mixpanel, Amplitude, Optimizely or similar) and familiarity with SQL or working closely with analysts
• Demonstrated experience managing deliverability, inbox placement, and compliance
• Knowledgeable in personalization and journey orchestration at scale
• Strategic thinking and roadmap development that ties CRM activities to business outcomes
• Translate data into actionable campaigns and product changes that improve retention and revenue
• Prioritize high-impact initiatives and allocate resources effectively to meet growth targets
• Scale operations and automation for a growing subscriber base while maintaining personalized experiences

Education Required

• Bachelor’s degree in Marketing, Business, Analytics, Communications, or related field (or equivalent work experience)
• MBA or advanced degree is a plus but not required