Director of CRM

What You'll Do

• Own Lifecycle Architecture & First-Day Experience: Own the full CRM strategy, with a heavy emphasis on mapping day-0 (d0) user behavior to optimize early-stage retention and long-term user monetization.
• Build Algorithmic Personalization: Move beyond static batch-and-blast and basic segmentation. You will collaborate with Data Science to deploy predictive logic, user-level personalization models, and behavioral triggers across Email, Push, SMS, and In-App.
• Drive Rigorous Experimentation: Establish a world-class testing culture. You will design, execute, and analyze systematic experiments that look past surface-level metrics to measure true incrementality and downstream KPI impact (e.g., Day-30, Day-90 retention).
• Partner on Data Schema: Work directly with Data and Engineering to design, audit, and optimize the CRM data schema, ensuring real-time event tracking is clean, correctly mapped, and actionable.
• Execute & Scale: While you own the strategy, you are also the primary operator in the early stages. You will build, troubleshoot, and optimize complex logic loops and API-triggered campaigns yourself.

What You'll Bring

• Data Fluency & Measurement Rigor: You speak the same language as data scientists. You have a deep understanding of statistical significance, multi-variant testing, and how to isolate incremental lift.
• Hands-on Platform Mastery: Mastery of omnichannel orchestration platforms (e.g., Braze). You have a proven track record of personally building complex liquid logic, API-triggered webhooks, and multi-step Canvas flows without needing an intermediary team to execute for you.
• Complex Data Architecture Instincts: You know how to structure customer data so it scales. You can pinpoint exactly when a downstream personalization failure is an execution problem versus an underlying data pipeline or schema issue.
• High-Volume B2C Experience: Experience managing high-volume engagement at companies with large, active user bases where lifecycle complexity is real and data clean-room hygiene is paramount.
• Bonus: Experience overhauling a fragmented, "spaghetti-logic" CRM setup into a clean, scalable lifecycle engine, or experience writing basic SQL to query your own engagement data.

What Makes You a Great Fit

• Full Stack & Hands-on Ownership: You take complete accountability for the post-install world. If a flow breaks or a tracking event drops off, you are eager to jump into the data logs, diagnose the issue, and fix it yourself.
• Product-Led Retention Mindset: You look at CRM through a product lens. You understand that great retention starts at onboarding (d0) and that communication instruments are an extension of the product experience.
• Thrive in Building Phases: You are comfortable working in a high-growth environment where data frameworks are still evolving. You can hold a vision for predictive, automated systems while building tight, pragmatic short-term workflows that don't add technical debt.