Director of CRM & Retention

About PROVEN:

PROVEN believes that everyone is beautifully different, and their skin should be treated accordingly. Founded in 2017 by two women of color, PROVEN uses award-winning artificial intelligence to create a customized skincare system for every individual’s unique needs. Check us out in features on leading magazines and shows including Shark Tank, Today Show, People, Wall Street Journal, Forbes, Allure, Fox, CNBC, and Refinery29.

About the Job:

We are looking for a Director of CRM & Retention who is eager to elevate the customer lifecycle experience for the #1 personalized luxury skincare brand. This person will own the end-to-end customer journey and retention strategy, with a focus on driving purchase intent, retention and customer lifetime value. This leader will oversee strategy for email, SMS, retention, loyalty, direct mail and all lifecycle marketing. This role will report to the Head of Growth Marketing, and will work cross functionally with Designers, Engineers, and Analytics..

About this Candidate:

This person thrives in fast-paced environments, is obsessed about skincare, data, and personalization—and truly gets excited about email, SMS and retention marketing strategy. They are also flexible and quick to adapt to the changing needs and landscape of a start-up. They also have an analytical and creative mind—meaning they have experience with copywriting, as well as creative brief writing for designers, and also have a proven track record of delivering measurable growth through testing and optimization.

What You’ll Do:

• Lead strategy and end-to-end execution of lifecycle campaigns to increase conversion and retention, leveraging email and SMS as key channels
• This Director will own the CRM Growth/Lifecycle KPIs; both Customer Lifetime Value and Lifetime Value metrics (CLV/LTV).
• Lead and develop the CRM team, creating content strategies and calendars for lifecycle, promotions, launches and other tentpole events
• Translate CRM initiatives into delivery requirements, including but not limited to email design templates, segmentation structure, user experience flows and more
• Design and lead implementation of retention and loyalty program(s) that drives CLV
• Work with Analytics to understand customer data and produce actionable insights to help create lifecycle campaigns that drive KPIs.
• Build roadmap and A/B testing plan for CRM learnings.
• Build new data schemas for future triggered email and personalization opportunities, working in iterable and Segment.io
• Build new journeys for upcoming product launches
• Provide content direction and give copy and design feedback on CRM campaigns
• Support in planning promotions across marketing channels and collaborate with growth team to drive more valuable leads
• Lead brand partnerships for email list growth
• Manage deliverability health and maintain clean list
• Act as project manager on new CRM products and defining requests with UI/UX Design, Product Management, and Engineering
• Build and send customer surveys
• Build roadmap and A/B testing plan for CRM
• Evaluate and manage vendors and tools to ensure we have the best in class lifecycle marketing tech stack

Who You Are:

• Bachelor’s degree
• 7+ years of experience in CRM/email marketing, and/or retention marketing; preferably at a start-up or in the beauty industry (DTC experience required)
• 2+ years of Management experience
• Knowledge of ESP technology, preferably iterable platform, and data and segmentation structure (experience using Segment.io a plus)
• Proven track record of delivering measurable results and analyze data
• Demonstrated ability to work cross functionally with stakeholders, creatives, analytics, engineers, and outside vendors
• Experience with iterable, Yotpo, and Segment.io

Benefits of working at PROVEN:

• At PROVEN, we are committed to the happiness and wellbeing of our employees, and our inclusive benefits include:
• Work flexibly - we are fully distributed with employees in CA, NY, IL, FL, & DC, and you can work from the convenience of your own home
• Unlimited paid time off (covering vacation, paid bereavement, and family sick leave) - every employee needs time to take care of themselves and their family
• Exclusive employee subscription discounts and SWAG - to ensure you experience the magic of PROVEN’s products (and give us valuable feedback!)
• Work with a world class team with industry leaders, data scientists, growth masterminds and brand builders
• Comprehensive health support - insurance for health, vision, dental, FSA, and dependent care from day 1 - your health comes first, and we’ve got you covered
• Industry-leading 401k match - we invest in your future
• Company-wide events & outings - those who play together, stay together!

PROVEN is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.