Director, CRM

IPSY

5d•Remote

About The Position

We are seeking a Director of CRM Lifecycle Marketing to lead the evolution of IPSY’s CRM function into a strategic growth engine. This leader will own an end-to-end lifecycle strategy across the member journey — driving conversion, increasing LTV, improving net retention, and reducing churn across all subscription programs (Original, Extra, Ultimate), IPSY Shop, upgrades (Beauty Boost, Annual), and future offerings. This is a highly commercial role. You will translate business goals into lifecycle strategy, forecasting and driving measurable performance across email, push, SMS, and emerging direct-to-member channels. You will combine deep channel expertise, personalization at scale, and data fluency to unlock step-change impact. You will partner closely with Product, Engineering, Data/Analytics, Creative, Brand, Operations, and CX to architect scalable programs, influence roadmap decisions, and modernize our CRM stack (Iterable and beyond). We are looking for a change agent — someone who thrives in transformation, challenges the status quo, and builds systems that move us from campaign-centric execution to 1:1 personalization at scale. The Director, CRM will report to the VP, CRM and can be 100% remote from any of the U.S. states that IPSY has an authorized business presence (see application for list).

Requirements

Commercial & Analytical Rigor
10+ years in lifecycle, CRM, or growth marketing with demonstrated ownership of revenue-driving programs
Deep experience forecasting performance and managing to retention and LTV metrics
Advanced A/B testing expertise and ability to translate data into strategic action
Strong financial and quantitative acumen (Excel/GoogleSheets required; SQL a plus) Familiar with analytics dashboards (Tableau, Sigma, Amplitude, Looker, etc)
Lifecycle & Cross-Channel Expertise
Proven experience building automated lifecycle journeys across email, push, SMS
Expertise in segmentation, behavioral targeting, triggered workflows, and personalization
Experience leading within enterprise ESP platforms (Iterable, Braze, Salesforce Marketing Cloud, etc.)
Comfort partnering with Engineering and Data on architecture and data pipelines
Strong articulation of best practices in driving performance bridging creative with performance
Change Leadership
Demonstrated success leading teams through transformation
Ability to influence cross-functional stakeholders through data and clarity
Strong executive communication skills
Balances creative intuition with analytical discipline
Leadership Profile
6+ years leading and developing high-performing teams
Comfortable operating in ambiguity and scaling systems in fast-growth environments
Detail-oriented but strategically oriented — can zoom out and zoom in seamlessly
Bachelor’s degree required, preferably in business, marketing, technical or quantitative field.

Responsibilities

Own Commercial Performance
Drive lifecycle strategy tied directly to revenue, retention, ARPU, upgrades, and resubscriber targets
Forecast performance, proactively identify risks and opportunities, and implement mitigation plans
Lead rigorous testing roadmaps and optimization cycles across all channels
Translate performance into executive-ready narratives with clear drivers and actions
Architect the Member Journey
Develop holistic lifecycle frameworks spanning acquisition, onboarding, engagement, upgrade, retention, and reactivation
Advance segmentation and personalization strategy using behavioral, transactional, and predictive data
Elevate triggered and automated programs to increase relevance and incremental revenue
Identify and launch new channels and innovations that expand lifecycle impact
Lead CRM Transformation
Act as a visible agent of change within the CRM organization
Shift team mindset from campaign execution to member-centric growth thinking
Champion experimentation, accountability, and measurable impact
Partner with VP CRM to evolve operating models, testing standards, and performance rigor
Scale MarTech & Personalization – in partnership with Marketing Ops
Drive architecture decisions within Iterable and the broader MarTech ecosystem
Improve data flows, segmentation logic, automation, and reporting infrastructure
Build scalable frameworks for personalization at volume
Prioritize initiatives that unlock long-term efficiency and automation
Build & Develop a High-Performance Team
Hire, coach, and elevate a team of lifecycle marketers
Raise the bar on analytical fluency and storytelling
Foster cross-functional collaboration and enterprise influence
Develop strong QA processes and execution excellence standards