Director of CRM & Lifecycle Marketing Job New York New York USA,Marketing / Advertising / PR

Location: New York

We’re looking for a strategic, hands‑on Director of CRM and Lifecycle Marketing to own our CRM program, every email, push, and SMS we send to millions of theatre and event‑goers, and to lead the team that runs it.
CRM is how we turn interest into action across a customer’s life with us: getting new customers to their first show, keeping our best customers coming back, and winning back the ones who’ve drifted. You’ll own that messaging end to end and be the person the company trusts on anything CRM
Our CRM already drives a large share of our business. Now we want to make it one of the smartest, most automated programs out there.
We’re building toward a Next Best Action model where automation and AI decide the right message, moment, and channel for each customer, want someone genuinely energized by that: who sees automation and AI as the core of how a modern CRM program runs, and who will keep pushing what’s possible, including piloting new channels and surfaces, like Whats App
This is a role for someone who thrives on full end‑to‑end ownership. You’ll set the strategy, bring the ideas, and run the program without waiting to be told what to do
Own the CRM program end to end - set the strategy and roadmap for every email, push, and SMS, generate the ideas that move it forward, and be the person the company trusts to make the call
Make AI and automation core - push the program from batch campaigns to an automated, AI‑driven Next Best Action model that picks the right message, moment, and channel for each customer
Lead full‑lifcycle messaging - from user onboarding through repeat, winback, and loyalty, with repeat purchase as the core goal
Explore new channels and surfaces - pilot opportunities like Whats App and in‑app messaging in partnership with product, and scale the ones that work
Lead and develop the team - coach the CRM team, prioritize sharply, and raise the bar on both execution and analysis
Make CRM provably incremental - establish holdout testing and reporting so the program’s revenue impact is measurable
Partner closely with product and data - work hand in glove to connect CRM messaging with the wider customer experience
Note:

This list represents the highest‑priority focus areas for this role. Responsibilities will naturally evolve as the business grows and shifts - candidates should expect the scope to develop over time
What Success Looks Like;
Repeat purchase and retention climb among addressable customers
More new customers make a first and second purchase, and make it sooner, as onboarding messaging turns a trial into a habit
Revenue from CRM channels grows as a share of total and is trusted as incremental, not just attributed
A Next Best Action model is live and increasingly automated. The model is choosing the right message, moment, and channel for messages
You’ve become the company’s clear owner of CRM: leadership sets the goals, and the strategy, roadmap, and day‑to‑day calls are yours

Benefits

Remote friendly / Hybrid work environment
Healthcare, vision, and dental plans, with generous contributions from the company
Life and disability insurance
Paid Parental Leave
Generous 401(k) Matching
Flexible Paid Time Off
Free membership to One Medical Group & Employee Assistance Program
Annual Professional Growth Budget
Employee donation matching
Employee Referral Program
Work From Home budget
Pre‑Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits
Remote friendly / hybrid work environment
Generous pension match
Access to a bespoke Pension scheme
Complimentary tickets to shows and events
Employee Assistance Programme
Healthcare cash plan
Season Ticket loans
Birthday off
Three months of fully paid Parental Leave
Salary Sacrifice Car Scheme & RAC Membership
Employee Charity…