Director, CRM & Lifecycle Marketing

The Hut Group; New York (NY); Hybrid; USD 170,000 - 230,000; Full time

Benefits offered by this job

Hybrid work model NYC

401K matching

Generous PTO

Disability insurance

Employee discounts

Job summary

THG (The Hut Group) is seeking a Director, CRM & Retention in New York to own end-to-end lifecycle marketing across email, SMS, app, web, and direct mail. You will lead a high-impact team, drive first‑party data strategy, and ensure cohesive, data-driven experiences across owned and paid channels.

As a senior leader, you will own loyalty programs and Subscribe & Save, build cohort analytics, and partner with marketing, data, and product teams to optimize retention and CLV.

Qualifications

• 7-10+ years CRM, lifecycle or retention marketing experience with people management.
• Deep technical fluency: data privacy, identity resolution, API integrations, ESP architecture.
• Lifecycle expertise with loyalty programs and subscription models incl. cohort analysis.
• Leadership and mentorship to develop junior team members.
• Analytical mindset with Excel, BI/SQL and data-driven decision making.
• Strategic communication to explain technical concepts to non-technical stakeholders.
• Agility to operate quickly in a fast-paced, analytical environment.

Responsibilities

• Own the global CRM and lifecycle marketing strategy, including segmentation, retention roadmaps, and lifecycle architecture.
• Build cohort analytics and translate into lifecycle interventions across activation, engagement, retention, and win-back.
• Define loyalty programs and Subscribe & Save initiatives aligned with commercial objectives.
• Quantify retention differentials and prioritize lifecycle investments for CLV.
• Own the customer database, DMP/CDP strategy, and identity resolution for a unified view.
• Partner with Performance Marketing, Paid Social, and Search to synchronize audiences.
• Strengthen user experience via content, triggers, and cross-channel integration.
• Lead CRM messaging across email, SMS, push, web, and direct mail.
• Drive mobile app channel maturity with deep linking and in-app experiences.
• Stand up and optimize journeys: welcome, cart abandonment, post-purchase, replenishment, win-back, loyalty.
• Use predictive segmentation and AI campaigns to personalize at scale.
• Oversee CRM ecosystem, APIs, and data privacy compliance.
• Manage ESP/CRM platform roadmap (Listrak) and data integrity.

Skills

CRM strategy

Lifecycle marketing

Leadership

Data analysis

SQL

Klaviyo / ESP experience

Tools

Listrak

Klaviyo

APIs

Job description

THG (The Hut Group) is seeking a Director, CRM & Retention in New York to own end-to-end lifecycle marketing across email, SMS, app, web, and direct mail. You will lead a high-impact team, drive first‑party data strategy, and ensure cohesive, data-driven experiences across owned and paid channels.

As a senior leader, you will own loyalty programs and Subscribe & Save, build cohort analytics, and partner with marketing, data, and product teams to optimize retention and CLV.