Director of Customer Relationship Management ID-1012

What We Are Looking For

We are seeking a highly skilled and strategic Director of Loyalty and Retention to lead our efforts in developing and implementing customer loyalty and retention strategies. The ideal candidate will have a deep understanding of customer behavior, strong analytical skills, and a proven track record of driving customer loyalty and revenue growth. As the Director of Loyalty and Retention, you will be responsible for creating and executing initiatives that enhance customer satisfaction, increase customer retention, and maximize customer lifetime value.

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What You Will Own And How You Will Make A Difference

  • Develop and implement a comprehensive CRM strategy aligned with business objectives, focusing on customer acquisition, retention, and lifetime value
  • Analyze customer data and market trends to identify opportunities for improving customer loyalty and retention.
  • Design and implement customer loyalty programs, including the branding, value proposition, and personalized marketing campaigns.
  • Manage a team to deliver customer marketing programs including but not limited to email and SMS.
  • Collaborate with cross-functional teams to improve the overall customer experience and satisfaction.
  • Utilize customer data and analytics to measure the effectiveness of loyalty and retention initiatives.
  • Monitor key performance indicators (KPIs) and generate reports to evaluate program success and identify areas for improvement.
  • Lead a team responsible for loyalty and retention efforts, providing guidance, coaching, and support.
  • Collaborate with marketing, sales, customer service, and product development teams to ensure alignment and integration of loyalty and retention strategies.
  • Stay updated on industry trends, emerging technologies, and best practices in loyalty and retention management.
  • Various other tasks and duties as assigned or needed

Physical Demands

  • Stand or Sit : Must be able to remain in a stationary position approximately 60% of the time
  • Use hands / fingers to handle or feel : Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, computer, printer, etc.
  • See : The ability to observe details at close range like digital writing (within a few feet of the observer).
  • Talk & Speak clearly : The ability to verbally communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations, many of these interactions can be online and will require verbal exchanges.
  • Hear & Verbal Comprehension : The ability to listen to what other colleagues verbally express and understand the information that has been provided.
  • Walk : The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
  • Thought Processing : be able to make logical connections between thoughts and / or actions. Be able to understand their relevance to achieve a goal or keep the thread of conversation.

    • You Have

  • Bachelor's degree in Marketing, Business Administration, or a related field (Master's degree preferred).
  • Strong analytical skills with the ability to interpret customer data and trends.
  • Excellent understanding of customer behavior and customer relationship management principles.
  • Demonstrated success in designing and implementing customer loyalty programs and initiatives.
  • Exceptional leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Strategic thinking and problem-solving abilities.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

    • ThirdLove Offers You

  • Competitive salary + equity
  • Medical / Dental / Vision insurance
  • Paid parental leave
  • Flex time off
  • Discounted and free products
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