Director, Customer Relationship Management

Tennis Channel•Santa Monica, CA

48d•$110,000 - $135,000•Onsite

About The Position

We are seeking a strategic and data-driven leader to join our team as Director, Customer Relationship Management (CRM). This role will be instrumental in shaping Tennis Channel’s CRM strategy, serving as a key driver of audience engagement, retention, and growth across our expanding digital ecosystem. You will lead the development and execution of lifecycle marketing initiatives across email, push notifications, and future loyalty programs, with a focus on driving streaming hours, subscriptions, and customer lifetime value across our Direct-to-Consumer platforms. This is a high-impact role that blends customer insights, data analytics, and operational excellence. The ideal candidate is a CRM expert with hands-on experience using Braze, capable of building scalable, personalized customer journeys that deepen engagement and reduce churn. This role is based in our Santa Monica, CA office.

Requirements

8+ years of experience in CRM, lifecycle marketing, or customer engagement roles, preferably within media, entertainment, or subscription-based services
Deep expertise in Braze, including Canvas workflows, Liquid templating, and audience segmentation
Strong analytical skills with experience in tools such as Tableau, Power BI, Looker
Proven ability to translate data into actionable strategies that drive measurable business outcomes
Excellent communication and leadership skills, with a track record of managing cross-functional teams and initiatives

Nice To Haves

Tennis industry experience or fandom a strong plus!

Responsibilities

Lead CRM strategy and execution across email, push notifications, lifecycle campaigns, and loyalty initiatives in partnership with Product and Direct to Consumer (DTC) teams.
Own the ESP function, leveraging Braze to build, deploy, and optimize multi-channel customer journeys.
Develop and implement segmentation strategies, cohort tracking, and behavioral triggers to maximize engagement and retention.
Define and monitor KPIs, conduct A/B testing, and lead experimentation to continuously improve campaign performance.
Partner with analytics and data teams to extract actionable insights and inform CRM strategy.
Align CRM initiatives with broader business priorities including product launches, seasonal tentpoles, and evergreen programming.
Manage content calendars, creative briefs, and campaign workflows to ensure timely and effective execution.
Lead a team responsible for the full lifecycle function, fostering collaboration and continuous improvement.