Director, CRM

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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

• Own the CRM strategy across four mattress brands — Nectar, DreamCloud, Awara, and Siena — ensuring each brand's program reflects its unique customer base and growth opportunity while maintaining portfolio-level coherence • Direct the CRM calendar across brands, setting email and SMS scheduling and segmentation strategy in support of each brand's promotional calendar; provide strategic direction and day-to-day guidance to the senior managers 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 • Own the CRM testing roadmap: analyze results using established methods, determine next steps, and prioritize the next best test to drive continuous program improvement across the portfolio • Identify growth opportunities within the program — going beyond optimization to surface meaningful improvements in segmentation, personalization, and lifecycle strategy • Monitor email and SMS send volume against platform costs across brands, proactively identify budget risks, and recommend program adjustments to stay within budget • 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 Klaviyo (email) and Attentive (SMS); evaluate platform performance 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 across all four brands • Maintain current knowledge of CRM best practices, technology, and trends and apply insights to evolve the program • Lead and develop a team of four — two senior managers, one manager, and one specialist — investing genuinely in their growth, performance, and long-term development

🎯 Requirements

• Minimum of 6 years of email and SMS marketing experience in eCommerce/DTC • Experience managing CRM programs across multiple brands or business units preferred • Must have experience managing a team of 2 or more • Bachelor's degree, preferred • Data-driven individual with the ability to dig into large sets of data to interpret findings, analyze trends, recognize anomalies and make recommendations for testing • Strong testing instinct — comfortable designing tests, analyzing results, and determining next best steps within an established testing framework • Have the ability to develop a strong working knowledge of analytic tools such as Looker • A keen creative sensibility with exceptional written and verbal communication skills and meticulous attention to detail • Must have experience with email development and have some understanding of HTML code for email • Must understand CAN-Spam laws and have expertise in email industry best practices • Ability to prioritize and operate with a sense of urgency • Experience with Klaviyo and/or Attentive is a plus • Experience in a fast paced environment with the ability to quickly get up to speed, iterate and take on other projects • Ability to self-motivate and work independently • Ability to work within a decentralized team

🏖️ Benefits

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