Director, Customer Relationship Management -Favorite Daughter, Joe's Jeans, Hudson Jeans, Herve Leger

Centric Brands•Los Angeles, CA

3d•$160,000 - $180,000•Hybrid

About The Position

The Director, CRM, Retention & Lifecycle Marketing will develop and execute strategies to optimize customer communication, engagement, loyalty, and retention across four premium fashion brands (Joe's Jeans, Hudson Jeans, Hervé Léger, and Favorite Daughter). Leading the design and implementation of effective CRM programs across multiple channels—including email and SMS—this role will elevate the customer experience, maximize campaign ROI, and scale performance through first-party data and AI-driven personalization. It carries direct accountability for lifecycle revenue growth and retention outcomes, owns the cross-brand CRM roadmap and technology stack, and is expected to set vision, build scalable operating models, lead a high-performing team, and serve as the organization's primary CRM thought leader. The ideal candidate is results-oriented, with a proven track record of managing complex multi-channel lifecycle marketing programs for ecommerce businesses, and excels in project management, customer segmentation and experience, analytics, and cross-functional collaboration.

Requirements

Bachelor's degree or equivalent in business, marketing, or a related field.
8+ years of CRM, loyalty, lifecycle marketing experience, with 3+ years focused in the apparel industry
Demonstrated people-leadership experience, including managing, coaching, and developing direct reports.
Strong business and financial acumen, including experience owning revenue targets and budgets and presenting performance to senior leadership.
Extensive knowledge of customer journeys, lifecycle campaigns, and segmented communication strategies.
Experience creating compelling, segment-specific messaging and managing A/B testing, analysis, and reporting to optimize email, SMS, and mobile app performance.
Strong understanding of digital user experience and digital analytics.
Experience building scalable CRM processes, workflows, and QA/governance across multiple brands.
Working knowledge of first-party/zero-party data strategy, customer data platforms (CDPs), identity resolution, and email deliverability/authentication (SPF, DKIM, DMARC, BIMI).
Familiarity with privacy and digital communication compliance domestically (CAN-SPAM, CCPA/CPRA and the broader wave of U.S. state privacy laws, and TCPA/SMS consent) and internationally (CASL, GDPR).
Experience managing vendor and agency relationships.
Excellent written and verbal communication, strong organizational and time-management skills, the ability to manage multiple projects, and high attention to detail.

Nice To Haves

Hands-on experience with enterprise ESP, SMS, and loyalty platforms (e.g., Bluecore, Klaviyo, Attentive, Yotpo, or comparable), including selecting and implementing CRM/marketing technology.
Familiarity with applying AI tools to lifecycle marketing (content generation, predictive segmentation, and journey automation).
Shopify/Shopify Plus experience.
Budget-management experience.

Responsibilities

Lead the strategy, design, and optimization of CRM and lifecycle programs across all channels (email, SMS, push, in-app), serving as the channel expert who monitors industry trends and provides thought leadership on contact strategy and marketing-mix optimization.
Own the CRM revenue target and P&L contribution across all brands; build channel roadmaps and goals, deliver quarterly business reviews on drivers, opportunities, and risks, and partner with Ecommerce, Analytics, and Marketing leadership on business planning and forecasting.
Own the customer database and first-party/zero-party data strategy—preference centers, quizzes, progressive profiling, data enrichment, identity resolution, and the CDP roadmap—to grow owned data and improve ID/match rates as third-party cookies deprecate.
Leverage data, analytics, and purchase behavior to drive segmentation, targeting, and actionable recommendations that improve acquisition, retention, and customer lifetime value.
Define, track, and report on CRM KPIs (e.g., CLV, retention, satisfaction) through weekly and monthly dashboards, translating results into optimization recommendations.
Design and lead a comprehensive A/B and multivariate testing program across campaigns, lifecycle flows, and loyalty offerings to optimize creative, messaging, and performance.
Develop and execute email and SMS strategies—and grow subscriber files through lead generation, referral, sweepstakes, and on-site data capture—to maximize traffic, revenue, and growth/retention goals, balanced with deliverability and compliance.
Build and optimize lifecycle automation, including reactivation/win-back and post-purchase nurture programs, to reduce churn and increase repeat-purchase rate.
Evaluate and adopt AI-powered CRM capabilities (AI-assisted content, predictive segmentation, send-time optimization, and automated journey orchestration) to scale personalization and efficiency.
Own email deliverability, list health, and sender reputation—including authentication (SPF, DKIM, DMARC, BIMI/Branded Mail) and inbox-placement strategy amid evolving mailbox-provider requirements.
Own and grow loyalty programs across all brands—defining objectives, tiers, benefits, and acquisition; increasing enrollment, engagement, and participation; and owning the loyalty calendar and communications in partnership with Ecommerce, Creative and Marketing.
Partner with internal and external teams to integrate CRM touchpoints cohesively with other marketing channels and site experiences; manage and develop the CRM team; and perform other duties as assigned.