Director, CRM & Loyalty

Summary

The Director, CRM & Loyalty is a strategic, hands‑on leader responsible for shaping loyalty program strategy, lifecycle marketing, personalization, and customer experience across channels. This 12‑month contract role partners with cross‑functional teams to drive engagement, retention, and measurable business outcomes. The role oversees martech platforms and delivers personalization at scale while managing a small team and the CRM budget.

• Own strategy and execution for the CLUB HARRY loyalty program, including perks, promotions, VIP experiences, and program evolution.
• Lead lifecycle marketing across email, SMS, and other owned channels, building segmentation and personalization strategies.
• Oversee CRM, CDP, loyalty, and related marketing technology platforms (e.g., Braze, Talon.One) and partner with IT and vendors for integrations.
• Use customer data and insights to design targeted campaigns and optimize engagement, retention, and satisfaction.
• Manage budget planning, forecasting, and performance monitoring while ensuring compliance with data protection laws and regulations.
• Collaborate with Marketing, eCommerce, Store Operations, Merchandising, IT, and Analytics to translate insights into actionable strategies.
• Lead, mentor, and develop the CRM & Loyalty team to drive accountability and results.

• Proven experience leading CRM, loyalty, or customer engagement strategies in retail or similar environments.
• Strong understanding of lifecycle marketing, segmentation, personalization, and customer retention tactics.
• Hands‑on experience with martech platforms such as Braze, Talon.
  
  One, Tableau, or Qualtrics.
• Analytical mindset with the ability to turn data and insights into actionable plans and optimizations.
• Demonstrated leadership and team development skills with the ability to balance strategic thinking and execution.
• Knowledge of relevant data protection and privacy regulations and experience managing budgets.