Head of CRM Los Angeles, California, United States

Ruggable is a leading direct-to-consumer e-commerce brand based in Los Angeles, California with an extraordinary track record of high, profitable growth. We pride ourselves on having an extremely loyal customer base and a talented team made up of genuinely caring people who take action and deliver results. We are venture-backed and own a patented washable rug design that's disrupting the home décor industry. Our mission is to empower our customers to live vibrantly with beautiful products that don't compromise on function. If you're passionate about consumer products, e-commerce, and high-growth start-ups, keep reading!

Job Summary:

The Head of CRM at Ruggable is a strategic leader responsible for developing and executing customer retention and engagement strategies. This role will oversee the CRM function, focusing on customer retention, loyalty, segmentation, and personalization across multiple channels, including email, SMS, and push notifications. The Head of CRM will work closely with cross-functional teams to enhance customer experience, drive repeat rate and LTV, and achieve key business objectives.

What You’ll Do:

1. Strategy Development: Develop and implement CRM strategies to drive customer retention, engagement, and lifetime value.
2. Channel Ownership: Lead and optimize CRM channels (email, SMS, push) and the loyalty program, ensuring alignment with overall marketing and business goals.
3. Segmentation & Personalization: Utilize data-driven insights to define customer segments and tailor personalized marketing initiatives that resonate with both new and existing customers.
4. Collaboration: Partner with Acquisition, Ecommerce, Brand, and other cross-functional teams to synchronize CRM strategies with broader business initiatives.
5. Loyalty Program Development: Revamp the loyalty program, leading campaign planning and feature testing to drive membership growth and LTV.
6. Performance Analysis: Regularly evaluate CRM performance metrics, reporting insights to the leadership team, and identifying opportunities for optimization.
7. Team Leadership: Build, lead, and mentor a high-performing CRM team, fostering a collaborative and innovative work environment.

What You’ll Need to Have:

Required:

1. 10+ years of experience in CRM, Retention Marketing, or related fields, with a proven track record in developing and executing successful CRM strategies for large DTC brands.
2. 5+ years of experience managing teams, with strong leadership, collaboration, and interpersonal skills.
3. Deep understanding of customer segmentation, lifecycle marketing, and personalization techniques.
4. Experience with loyalty programs and driving customer engagement through various channels.
5. Strong analytical skills, with the ability to interpret data and make data-driven decisions.
6. Exceptional communication skills, with the ability to influence and drive consensus across teams.
7. Familiarity with CRM platforms and marketing technologies; experience with Klaviyo, Segment and Post Script is a plus.

Compensation:

1. $225,000 - $275,000 per year base salary.
2. An annual bonus percentage that varies based on level of role.
3. Employer matching (up to 3% of base salary) for company sponsored 401K plan.

At Ruggable, we offer competitive compensation and benefits packages. Ruggable is an Equal Employment Opportunity employer. We proudly recruit and hire a diverse workforce and are committed to creating an inclusive environment for all employees.