Director, CRM

• Drive lifecycle strategy tied directly to revenue, retention, ARPU, upgrades, and resubscriber targets
• Forecast performance, proactively identify risks and opportunities, and implement mitigation plans
• Lead rigorous testing roadmaps and optimization cycles across all channels
• Translate performance into executive-ready narratives with clear drivers and actions

• Develop holistic lifecycle frameworks spanning acquisition, onboarding, engagement, upgrade, retention, and reactivation
• Advance segmentation and personalization strategy using behavioral, transactional, and predictive data
• Elevate triggered and automated programs to increase relevance and incremental revenue
• Identify and launch new channels and innovations that expand lifecycle impact

• Act as a visible agent of change within the CRM organization
• Shift team mindset from campaign execution to member-centric growth thinking
• Champion experimentation, accountability, and measurable impact
• Partner with VP CRM to evolve operating models, testing standards, and performance rigor

• Drive architecture decisions within Iterable and the broader MarTech ecosystem
• Improve data flows, segmentation logic, automation, and reporting infrastructure
• Build scalable frameworks for personalization at volume
• Prioritize initiatives that unlock long-term efficiency and automation

Build & Develop a High-Performance Team

• Hire, coach, and elevate a team of lifecycle marketers
• Raise the bar on analytical fluency and storytelling
• Foster cross-functional collaboration and enterprise influence
• Develop strong QA processes and execution excellence standards

What We Are Looking For:

• 10+ years in lifecycle, CRM, or growth marketing with demonstrated ownership of revenue-driving programs
• Deep experience forecasting performance and managing to retention and LTV metrics
• Advanced A/B testing expertise and ability to translate data into strategic action
• Strong financial and quantitative acumen (Excel/GoogleSheets required; SQL a plus) Familiar with analytics dashboards (Tableau, Sigma, Amplitude, Looker, etc)

• Proven experience building automated lifecycle journeys across email, push, SMS
• Expertise in segmentation, behavioral targeting, triggered workflows, and personalization
• Experience leading within enterprise ESP platforms (Iterable, Braze, Salesforce Marketing Cloud, etc.)
• Comfort partnering with Engineering and Data on architecture and data pipelines
• Strong articulation of best practices in driving performance bridging creative with performance

• Demonstrated success leading teams through transformation
• Ability to influence cross-functional stakeholders through data and clarity
• Strong executive communication skills
• Balances creative intuition with analytical discipline

• 6+ years leading and developing high-performing teams
• Comfortable operating in ambiguity and scaling systems in fast-growth environments
• Detail-oriented but strategically oriented — can zoom out and zoom in seamlessly
• Bachelor’s degree required, preferably in business, marketing, technical or quantitative field. 

CRM is one of IPSY’s most powerful growth levers. This role will define how we scale personalization, modernize lifecycle marketing, and unlock sustainable member value at scale.

If you are an equal parts operator, strategist, and builder — and want to transform CRM into a performance engine — we’d love to meet you.