Associate Director, Retention/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 Associate Director of CRM at Ruggable is responsible for developing and executing customer retention and engagement strategies. Specifically, this role has operational responsibilities to execute our Email & SMS channels. These are the channels we most commonly use to speak to our existing customers and share brand, product, and promotional messaging. This role will be responsible for implementing personalization strategies that are determined in partnership with the VP of CRM to target key customer segments the channels that they oversee. Overall, these efforts will aim to drive repeat rate and LTV, and achieve key business objectives. What You’ll Do: Strategy Development: Develop and implement CRM strategies to drive customer retention, engagement, and lifetime value. Channel Ownership: Lead and optimize CRM channels (email, SMS, push) ensuring alignment with overall marketing and business goals. Segmentation & Personalization: Utilize data-driven insights to define customer segments and tailor personalized marketing initiatives that resonate with both new and existing customers. Content Planning & Operations: Partner with Brand & Creative teams to develop an engaging content calendar, and direct team to brief and deliver on the calendar. Performance Analysis: Regularly evaluate CRM performance metrics, report insights to the leadership team, and identify opportunities for optimization. Team Leadership: Build, lead, and mentor a high-performing CRM team within the Email/SMS team, fostering a collaborative and innovative work environment. What You’ll Need to Have: Required: 7+ 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+ years experience managing teams, with strong leadership, collaboration, and interpersonal skills. Deep understanding of customer segmentation, lifecycle marketing, and personalization techniques. Strong analytical skills, with the ability to interpret data and make data-driven decisions. Exceptional communication skills, with the ability to influence and drive consensus across teams. Preferred: A creative and storytelling mindset to plan an engaging email & SMS calendar in partnership with the Creative team. Familiarity with CRM platforms and marketing technologies; experience with Klaviyo, Segment and Post Script is a plus. Compensation: $140-160k per year base salary An annual bonus percentage that varies based on level of role. 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.

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