Director, CRM & Retention

About Us

VEGAMOUR is a rapidly growing hair wellness company that combines sustainably harvested, plant-based actives with the latest advances in molecular science to produce clean formulas that effectively promote hair & scalp health. We believe in biodiversity, community, Fair Trade and corporate responsibility. Our mission is to advocate the use of thoughtfully sourced, organic plant actives in creating superior wellness & beauty products that neither harm the people who use them or the planet we all share.

What You’ll Do

Vegamour is seeking a Director of CRM & Retention to lead the customer lifecycle experience to drive customer LTV. This person will own the end-to-end customer journey and retention strategy, with a focus on driving subscriber growth, retention and loyalty initiatives, developing innovative ways to nurture long-term customer relationships, reduce churn, and improve engagement, retention, monetization, and lifetime value. This individual will oversee existing engagement programs including email, push, and SMS, as well as lead the effort to establish new programs including loyalty, reactivation, concierge services and new products/programs.

This role will report to the SVP, E-commerce and will work cross functionally across the organization building strong partnerships with Brand Creative, Digital Designers, Digital Product, Engineers, Paid Marketing, Brand Marketing,and Analytics. This is a full-time position based in Los Angeles (hybrid, 2-3 days per week in-office).

Key Responsibilities

• Lead and execute holistic lifecycle strategy by creating and optimizing programs to around key cohorts to grow active customer and subscriber base
• Increase customer LTV by identifying key moments in customer journey to decrease churn and drive repeat purchase and winback
• Own retention and subscription metrics, defining key strategies and programs for retaining customers and working cross-functionally to execute
• Manage testing roadmap for CRM programs and channels, ensuring tests aligned with core CRM KPIs
• Oversee email and SMS channels, ensuring strategies and revenue contribution are aligned with overall CRM & company goals and driving healthy list growth and engagement
• Build and champion cross-functional loyalty program to grow subscriber base and prevent churn
• Measure CRM activities against KPIs to determine success of initiatives, including standard KPI dashboards as well as ad hoc and A/B testing results.
• Manage, mentor and develop the CRM team
• Evaluate and manage vendors and tools to ensure best in class lifecycle marketing tech stack
  
  
  

Qualifications

• Bachelor’s degree preferred
• Minimum 10 years of direct CRM experience, managing and executing email programs for consumer products with a major e-commerce brand/company, preferably at a start-up or in the beauty industry (DTC experience required). Big plus if you have experience with recurring revenue or subscription service companies
• Email Service Provider or CRM platform experience (E.g. Klaviyo, Iterable, Braze, Cordial, Responsys)
• Analytical thinking skills with a depth of knowledge in digital analytics, campaign tracking and ROI metrics (E.g. Google Analytics, Tableau preferred). Experience with A/B testing and more complex communication testing
• Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment.
• Highly collaborative nature and with the ability to work cross-functionally while navigating through ambiguity and maintaining meticulous attention to detail
  
  
  

Compensation & Benefits

Base Salary Range: $140K - $160K. Individual pay decisions are based on a number of factors including qualifications for the role and experience.

We Also Currently Offer

• Competitive total package including annual bonus and equity
• Health Insurance: Medical, Dental and Vision - we cover 90% for employees and 60% for dependents
• 401K + 3% match plan
• Unlimited PTO
• Generous Paid Parental Leave
  
  
  

All qualified applicants will receive consideration for employment regardless of race, creed, color, or national origin. It is important to Vegamour to create a diverse and inclusive team so even if you don't meet all of the requirements listed in the job description please consider applying anyway!