Head of CRM

Role Overview

• Own lifecycle revenue, retention, repeat rate, and LTV performance across CRM channels
• Define and maintain the lifecycle roadmap across acquisition, onboarding, engagement, retention, reactivation, and loyalty aligned with Mixbook’s brand vision
• Act as the single accountable owner for CRM strategy, prioritization, and results
• Set strategy and guardrails across email, SMS, push notifications, direct mail, loyalty, and referral programs to meet or exceed revenue goals
• Ensure strong orchestration across channels, balancing short-term performance with long-term customer value
• Establish promotion and messaging governance to drive sustainable lifecycle performance
• Establish and execute frameworks for CRM testing and optimization to drive incrementality
• Partner with Data and Analytics to define lifecycle health metrics and success criteria
• Translate performance data and insights into clear priorities, roadmap adjustments, and investment decisions
• Own CRM platform strategy, integrations, and vendor relationships (e.g., Iterable, Attentive, direct mail partners)
• Partner with Product and Engineering on identity, data flows, and personalization capabilities
• Ensure CRM tooling, data, and processes scale with the business
• Lead, mentor, and develop CRM Manager(s) while setting clear operating standards and expectations
• Act as a player-coach when needed, stepping in on reporting, analysis, or select execution during high-impact moments
• Provide hands-on leadership for new initiatives to drive speed, clarity, and quality
• Partner closely with Creative, Product, Data, Growth, and Customer Experience teams
• Serve as the lifecycle voice in cross-functional planning and prioritization
• Ensure CRM strategy is tightly aligned with broader company and growth initiatives

Requirements

• 10+ years of experience in CRM and lifecycle marketing within a consumer, DTC, or eCommerce environment
• Proven track record of driving measurable improvements in retention, engagement, and LTV
• Experience leading lifecycle strategy across multiple channels (email, SMS, push, loyalty, direct mail)
• Strong background in experimentation, measurement, and data-driven decision-making
• Proven ability to translate analytical data into clear strategic insights that drive impactful lifecycle marketing programs
• Experience managing and developing high-performing marketing teams
• Deep familiarity with CRM platforms and marketing automation tools (Iterable preferred)
• Ability to influence cross-functional partners and drive alignment across teams
• Strong organizational skills with the ability to prioritize, simplify, and execute in a fast-paced environment

Benefits

• Quarterly travel to the San Francisco Bay Area (preferred location in the PST timezone)