Director, CRM & Customer Strategy

PACSUN•Anaheim, CA

1d•$185,000 - $198,000•Onsite

About The Position

The Director, CRM & Customer Strategy is responsible for developing and executing the company's CRM and customer retention strategy across Email, SMS, Loyalty, Personalization, and Lifecycle Marketing. This leader owns the CRM function and is responsible for driving customer retention, purchase frequency, customer lifetime value, and loyalty engagement through data-driven lifecycle marketing programs and customer experiences. As the voice of the customer, this role will transform customer insights and data into actionable CRM, loyalty, personalization, and lifecycle marketing strategies that deepen customer relationships and maximize long-term customer value. As the company continues to invest in its customer data ecosystem and CDP, this individual will help define the customer data roadmap, prioritize business use cases, establish success metrics, and build foundational customer intelligence capabilities. Through customer analytics, cohort analysis, retention measurement, segmentation, and performance reporting, this leader will develop a deeper understanding of customer behavior and translate those insights into more effective CRM programs and measurable business outcomes.

Requirements

8-10+ years of experience in CRM, Loyalty, Lifecycle Marketing, Customer Strategy, or related disciplines within an ecommerce, retail, or omnichannel environment.
3-5+ years of leadership experience managing and developing high-performing teams.
Proven success driving retention, purchase frequency, customer lifetime value, and customer engagement through CRM and loyalty programs.
Experience developing and managing loyalty programs at scale.
Experience leveraging customer data and CDP capabilities to develop customer insights, segmentation strategies, and personalized customer experiences.
Strong analytical skills with the ability to translate customer data and insights into actionable strategies.
Experience partnering cross-functionally across Analytics, Technology, Merchandising, Marketing, and Finance.
Excellent communication, problem-solving, and organizational skills.
Ability to thrive in a fast-paced, entrepreneurial environment.
Operate with the highest level of conduct, integrity, and confidentiality; setting the example for leaders and associates.
Develop and nurture strong cross functional partnerships; driving business results and inspiring a culture of transparency, collaboration, and accountability.
Serve as a Pacsun advocate in the industry and marketplace.
Recruit, identify, develop, and retain talent that delivers performance excellence.
As a manager, serve as a leader of company culture, norms, and conduct.
Ability to balance a strong management presence with a high level of approachability, encouraging and eliciting associate feedback and interaction.

Responsibilities

Own the CRM strategy across Email, SMS, Loyalty, and future owned channels.
Own and deliver against CRM and loyalty revenue goals, driving retention, purchase frequency, customer lifetime value, and overall channel performance.
Define the retention strategy, roadmap, and seasonal CRM calendar aligned to business objectives and customer needs.
Lead customer segmentation, personalization, lifecycle marketing, and customer journey orchestration.
Optimize automated trigger programs and behavioral communications across CRM channels.
Own testing and optimization across messaging, offers, cadence, segmentation, and customer experience.
Partner with Merchandising and cross-functional teams to align CRM strategies with product, category, and seasonal priorities.
Monitor and drive key customer and channel KPIs, including retention, loyalty engagement, demand penetration, purchase frequency, customer lifetime value, and revenue.
Lead, develop, and mentor a high-performing CRM team, fostering a culture of accountability, innovation, and customer-centric decision making.
Serve as the voice of the customer across the organization.
Develop a deep understanding of customer behavior, retention drivers, cohort performance, and customer value, translating insights into CRM, loyalty, personalization, and lifecycle marketing strategies.
Partner with Analytics to define customer reporting, measurement frameworks, and key insights needed to inform customer strategy and business decisions.
Help shape the evolution of the company's customer data capabilities and CDP to enable deeper customer understanding and more effective customer activation.