Job Title: Director of CRM & Retention Location: Remote - Europe Salary: Competitive salary (open to negotiation based on experience) Key Responsibilities: - Post-Purchase Consumer Experience: Collaborate cross-functionally to design and implement a comprehensive post-purchase experience that adds value and enhances customer retention, offering more than just the core product. - Toolset Optimization for Customer Engagement: Manage and optimize customer engagement tools (e.g., ESP, Referral, Subscription) to drive meaningful customer interactions and results. Ensure the toolset remains competitive and aligned with business goals. - Segmentation Strategy Development and Implementation: Develop and implement a thoughtful segmentation strategy by identifying key data points and deepening the understanding of customer behavior. Integrate segmentation into CRM efforts to enhance personalization and targeted engagement. - Testing & Analysis for Continuous Improvement: Conduct tests and analyze the performance of CRM campaigns to continuously optimize tactics. Use data-driven insights to inform strategic decisions and improve the effectiveness of all CRM initiatives. - Own the performance and operational success of CRM channels by managing their execution, optimization, scalability, testing, and reporting, ensuring they provide a strong foundation for marketing efforts while driving retention, CLV, and business growth. - Leverage customer data and insights to identify opportunities for segmentation, personalization, and targeted interventions, enabling marketing teams to create impactful strategies while maintaining responsibility for channel infrastructure, operational testing, and execution. - Own and optimize the CRM tech stack, touchpoints, and e-commerce customer interactions by managing relationships with tech partners, leading the discovery and implementation of new tools, and ensuring seamless lifecycle marketing capabilities, retention tools, and operational scalability. - Monitor, analyze, and report on CRM performance metrics, including testing results, to refine channel operations, uncover actionable opportunities, and improve acquisition, retention, and overall performance from a business perspective. Requirements: - 7 years of experience in CRM, retention marketing, or customer lifecycle management within a DTC (Direct-to-Consumer) brand - Strong technical acumen with ESPs, cohort building, and data-driven customer segmentation - Proficiency in Klaviyo and experience with Shopify-based brands - Excellent analytical skills, with a data-driven approach to testing and optimizing customer retention strategies - Experience in fast-moving CPG preferred - Hands-on operator mindset: thrives in a fast-paced, scrappy environment - Strong collaboration and communication skills across cross-functional, international teams Benefits: - Remote Work: Work from anywhere—our team is global, and we value work-life balance. - Growth Opportunities: As a key player i you’ll have the chance to shape your role and grow with us. - Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.