Director, CRM

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🕒 3 days ago

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Resident

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛒 Retail

🛍️ eCommerce

Retail • eCommerce

Resident is a company that creates a house of brands focused on providing high-quality, comfortable, and stylish home furnishings. Known for its award-winning mattress brand Nectar, Resident partners with technology and retail giants to inspire great sleep and enhance home comfort. The company has demonstrated substantial growth, achieving significant sales and profitability, and has been recognized in prestigious media outlets. Resident operates in over 2500 locations and embraces a culture dedicated to comfort and innovation in home living.

📋 Description

• Direct the CRM calendar, setting email and SMS scheduling and segmentation strategy in support of the company's promotional calendar; provide strategic direction and day-to-day guidance to the senior manager responsible for calendar execution • Oversee lifecycle journey strategy across email and SMS, ensuring journeys and campaign sends are complementary and collectively driving toward revenue and engagement goals • Monitor email and SMS send volume against platform costs, proactively identify budget risks, and recommend program adjustments to stay within budget • Own the CRM testing roadmap: analyze results using established methods, determine next steps, and prioritize the next best test to drive continuous program improvement • Design and evaluate analyses to measure program performance against goals on a weekly, monthly, and quarterly basis • Leverage segmentation, behavioral targeting, and personalization to maximize engagement across the customer lifecycle • Manage day-to-day relationships with CRM vendors, including primary ESP (currently Zeta); evaluate platform performance, lead initial contract renewal discussions, and make recommendations on tooling needs or changes • Lead cross-functional relationships with brand, data and analytics, creative, product, growth, and customer success to ensure CRM outputs are strategically aligned • Maintain current knowledge of CRM best practices, technology, and trends and apply insights to evolve the program • Lead and develop a team of three — two senior managers and one specialist — investing genuinely in their growth, performance, and long-term development

🎯 Requirements

• 6+ years of email and SMS marketing experience in eCommerce/DTC and retail environments • Proven track record managing and developing teams of 2 or more • Bachelor's degree preferred • Hands-on experience with email development, including working knowledge of HTML for email • Proficiency with analytics platforms such as Looker; ability to rapidly develop expertise in new tools • Familiarity with Zeta or comparable ESP platforms (Zeta experience a plus) • Strong understanding of CAN-SPAM regulations and email industry best practices • Data-driven mindset with the ability to synthesize large datasets, identify trends, surface anomalies, and translate findings into actionable test-and-learn recommendations • Exceptional written and verbal communication skills with a keen creative sensibility and meticulous attention to detail • Thrives in fast-paced environments with the ability to ramp quickly, iterate, and manage multiple priorities with urgency • Self-motivated and comfortable working autonomously within a decentralized team structure • Ability to travel to off-site meetings as business needs require.

🏖️ Benefits

• Remote-first workplace (since 2016!) • Competitive salary • Health, Vision & Dental Insurance • HSA company contributions • 401K with company match component • “Take what you need” PTO • Wellness benefits • WFH office and cell phone/internet stipend • A FREE MATTRESS plus an awesome Friends and Family discount!