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CRM Director

Soho, New York | Marketing | Full-time

We’re looking for an experienced and passionate leader to build and run a team focused on customer retention and loyalty. As CRM Director you will develop comprehensive strategies around customer lifecycles, journeys and segments - - and turn those strategies into actionable programs. You will oversee the creation, management and optimization of communications to our active customers – specifically focused on email and app, but leveraging other channels over time to nurture and improve consumer engagement and response. 

As an ideal candidate you will have a proven track record of developing and orchestrating successful customer strategy and communication initiatives across multiple touch-points, with specific knowledge and expertise of email marketing. Bonus if you have experience in Financial Services, other high consideration/regulated industries, and/or DTC brands. You are strategic and analytical, with a deep understanding of business and commercial goals and the inner workings of customer data and reporting. You are conceptual, and can generate and/or partner with creative and content teams to bring fresh thinking and ideas to our programs. You are executional, enjoy rolling up your sleeves, and have a strong attention to detail. 

In this role, you will:

  • Lead and contribute to various work streams around customer segmentation
  • Develop/improve CRM strategies by partnering with cross-functional teams to identify actionable insights from customer data
  • Own and manage key aspects of customer communications including concept creation, QA, execution, monitoring and analysis (KPIs include: LTV, retention/churn, loyalty and brand advocacy, engagement with our products and content)
  • Increase the sophistication of our program through an understanding of industry best practices, current trends, new technologies, and regular/iterative testing
  • Understand the data and events that trigger our programs, building in checks and automating processes to streamline workflow
  • Balance needs with the data and resources available to optimize our programs, and prioritize high-impact opportunities
  • Assess our current martech stack and make informed recommendations to better support future growth (vendor management, migration and hands-on experience with Customer.io is a plus)
Requirements
  • Bachelor’s degree
  • 10+ years of relevant professional experience
  • Experience managing complex customer segmentation initiatives
  • Expertise developing and implementing CRM programs on email, including lifecycle, cross-sell, upsell and retention campaigns
  • Mastery in extracting insights from data to drive CRM development
  • Hands-on knowledge and comfort with email marketing (concept and operations)
  • Results-oriented and metrics-driven
  • Excellent communication, presentation, and interpersonal skills
  • Resourceful and scrappy
  • All-around team player; collaborative by nature
  • Not afraid to challenge convention
  • Loves getting shit done
About Lemonade

Lemonade is a licensed insurance carrier offering renters and homeowners insurance powered by artificial intelligence and behavioral economics and driven by social good. Instead of brokers and bureaucracy, we use bots and machine learning to create an insurance experience that is instant (90 seconds to get insured!), affordable (policies start at $5/month), and paperless.

Founded by Shai Wininger and Daniel Schreiber and backed by SoftBank, GV, Sequoia, General Catalyst, Aleph, and others, we’re transforming insurance from a necessary evil into a social good by injecting technology and transparency into an industry that often lacks both.

We believe in doing things differently, pushing boundaries, and questioning everything. And as a Certified B-Corp, we incorporate our values of doing good into everything we do – from our business model to our office culture, committing to diversity, equity, and inclusion.