Director, Lifecycle & Retention

In this position, you'll be responsible for creating and implementing a CRM strategy and customer retention at Made In. You will develop and work with a team of lifecycle and performance marketing experts and collaborate with other organizational leaders to realize this vision. As the Director of Lifecycle and Retention, you will lead the development of a robust automation system, and leverage customer first party and zero party data to craft lifecycle experiences that yield significant business results. You will have a vast array of content produced internally by our team to ensure our customers remain engaged with the brand in between purchases. This role is located in our Austin HQ (although we are open to remote).6 Month ExpectationsCreate and iterate Made In’s cross-channel lifecycle and retention roadmap, with a focus on growing CRM revenue contribution and customer repeat rate.Help build the lifecycle marketing team as a true player-coach, developing strategy around automation triggers, and omnichannel marketing integrations.Own Customer retention metrics and insights, identifying opportunities for greater sophistication and activation.Develop a robust culture of experimentation, working with ecommerce, product, engineering, and data to advance Made In’s testing strategy and share insights that can benefit the rest of the organization.12 Month ExpectationsHelp oversee the adaptation of Made In US’s strategy into a global strategy.Understand and develop Made In’s zero party, first party and personalization strategy in the face of growing cookie and device privacy changes. Understand how this affects strategy and metrics and develop a system that will continue to thrive in a cookie-less and privacy driven world.Partner with the data team to enhance retention data, uncovering rich customer insights and leveraging them to inform our approach to segmentation and automation.Partner with the Product Development team to make sure we are developing new products that can serve and retain our customers well.Partner with the development team to figure out unique and novel ways to drive personalized experiences and trigger effective automations.Partner with the finance team to understand incrementality of promotional spend and how to drive the largest net profit dollar amount.Act as an advisor or project lead on new cross-functional initiatives ranging from product and channel launches to evolving the customer experience.Qualifications8+ years experience in retention, CRM, lifecycle, and/or customer marketing, ideally in ecommerce businesses at $100M+ scale.4+ years leading high-performance teams, with a proven track record of developing and promoting from within.Results-oriented with the ability to move easily between strategy and a player-coach mentality.Significant experience leading broad cross-functional initiatives with ecommerce, performance marketing, customer experience, product, and engineering stakeholders.Highly analytical with the ability to translate data into actionable insights and customer segmentation strategies. Comfortable working in Looker, Klaviyo, Google Analytics, and similar; advanced customer analytics skills preferred.An expert in the changing privacy related issues in digital marketing, cookieless behaviors, and inbox placement trends in 2024 and beyond.Bonus - Experience standing up and scaling loyalty programs.Familiarity with innovative personalization strategies and implementation preferred.The ability to be seen as a leader across the organization.Excellent communication and interpersonal skills.A passion for Made In, cooking and food, and the chef and culinary space.Benefits We Offer:Competitive salary, stock options, 401k, healthcare benefits (including fertility and family-building care, mental health therapy, teladoc virtual health access along with HSA and FSA plans) and free and discounted cookware.A people-centric workplace with flexible time off.A vibrant, lively office space in the heart of South Austin which includes our onsite studio kitchen.Made In is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Made In makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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