Director of Retention & CRM

We're looking for a Director of Retention & CRM to join our marketing team. This is a highly strategic role that will own the short and long-term strategy for developing new and existing channels that engage and nurture our customers throughout their journey. The ideal candidate has a data-driven approach to developing programs aimed at improving customer retention, loyalty, and fostering revenue growth. To be successful, this role will need to work cross-functionally in close partnership with Marketing and the advisor services, customer service and product teams to deliver a profitable and cohesive customer experience.

What You Will Do

• Identify and implement comprehensive retention strategies to increase customer loyalty, product adoption, and revenue generation.
• Monitor and analyze key performance metrics to measure the effectiveness of lifecycle marketing initiatives. Providing regular reports and insights to the leadership team, identifying opportunities for improvement.
• Be responsible for the promotional budget and ROI.
• Architect customer-first programs and communications (e.g., email trigger flows, overlays, SMS, post-purchase, etc.) based on insights and deep understanding of customer journeys.
• Oversee the management and utilization of the customer relationship management (CRM) platform, ensuring accurate data, effective segmentation, and timely communication.
• Collaborate with the customer service and advisor services teams to understand the voice of the customer and translate that into actionable strategies and tactics to continuously iterate and improve.
• Maintain and evolve the loyalty program ensuring it aligns with brand values and resonates with our customer base.
• Manage and mentor a team of CRM marketing professionals, fostering their professional growth and ensuring the successful execution of campaigns and initiatives.
  
  

What You Will Need

• Bachelor’s degree in marketing, Business, or related field
• 6-8 years’ experience with proven track-record in retention
• Exceptional analytical skills and a data-driven mindset
• A strategic mindset and the ability to think critically, identify opportunities, and develop innovative solutions to enhance the customer experience.
• Excellent leadership skills, with the ability to inspire and motivate.
• Ability to work in a highly cross functional, collaborative environment, with the ability to enroll and engage partners along the way.
• Strong knowledge and experience with CRM systems, including segmentation, automation, and email platforms (Bonus points for Exponea)
• Previous work experience working on rewards, offers and loyalty/membership type programs.
  
  

When you join Outlook Amusements you get a warm welcome to our virtual environment in which each person you meet is interested in your success! Because everyone at Outlook knows that your success is our success, and you make a difference! You'll be part of a team that is serious about business, focused on our customers, and knows how to have fun too!

The starting annual base pay for this position is $140,000 - $175,000 per year. The actual base pay offered may vary based on candidate’s job-related knowledge, skills, experience, and geographic location.

In addition to the base pay, this position may be eligible for a discretionary annual bonus as part of the compensation package.

Outlook Amusements offers a robust benefits package including company subsidized Medical, Dental, and Vision plans, 401K with an employer match, Life Insurance, Paid Time Off and more!

Outlook Amusements Inc. is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, or any other characteristic protected by applicable state or federal civil rights laws.