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Director, CRM and Membership

Job title: Director, CRM and Membership
Contract type: Full-time
Location: Albany
Discipline: Beauty
Remote: No
Reference: 422818
Contact name: Sophie Lake
Job Published: January 01, 1970

Job description

Client Overview

Our client is a leading medspa, making personal aesthetics and wellness services more affordable, accessible, and effective than ever before.

 

Position Overview:

This role will define, own, and deliver the comprehensive customer lifecycle strategy along with the company’s membership program to drive customer LTV.

 

Responsibilities:

  • Lead existing customer strategy, including setting goals, driving programs from planning through execution, measurement and integration of CRM and customer segmentation in all core marketing programs
  • Push organization to adopt best-in-class email, SMS, mobile push notifications, outbound dialing techniques, and technologies (e.g., Predictive AI).
  • Lead outbound sales strategies
  • Lead strategy for all triggered campaigns, such as treatment confirmation or new lead inquiry journey
  • Partner with broader marketing and business teams to enhance lifecycle marketing and membership program strategies
  • Partner with Acquisition Team with client onboarding communications, including integrating customized messaging based on acquisition channel; Leverage acquisition channels to expand existing client marketing.
  • Develop and evolve membership program including acquisition, renewals and new feature development to drive increased loyalty
  • Develops quarterly customer and membership KPI reports with support from analytics team.
  • Serves as marketing leader with IT for CRM/Membership programs, technical requirements, troubleshooting, and database enhancements.

 

Qualifications:

  • BA/BS degree
  • 6-8 years of experience in loyalty, customer engagement, and CRM; 3+ years of people management experience
  • Strong analytical skills
  • Advanced proficiency in Excel,
  • Excellent understanding of CRM principles in a B2B and B2C environment
  • Strong project management skills,
  • Excellent technical knowledge of CRM and analytical systems
  • Strong communication skills, both written and verbal
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