Director of CRM

Tovala; Chicago (IL); On-site; USD 140,000 - 200,000; Full time

Job summary

Tovala seeks an experienced CRM and lifecycle marketing leader to own the strategy, roadmap, and execution across email, push, and SMS for leads, active and churned customers. You will drive retention and revenue through targeted programs and data-driven testing.

In this role, you will partner with product, data, and growth teams to map the customer journey, define audiences, and design impactful journeys. A customer-obsessed, analytical leader with strong communication skills will thrive in our

Qualifications

• 8–10 years of CRM or lifecycle marketing leadership experience.
• Track record of scaling CRM programs that grew revenue or retention.
• MBA and/or marketing experience at a growth-stage company preferred.
• Confident in creating and delivering presentations.
• Able to prioritize bets that move the business and say no to the rest.
• Analytical, experienced in testing, and able to quantify results.
• Collaborates with designers, product managers, data teams, and support agents.
• Curious about the why behind test results to drive future plans.
• Customer-obsessed and data-driven in shaping priorities across teams.
• Self-starter who digs into customer data and executes initiatives.

Responsibilities

• Own CRM strategy, roadmap and execution across email, push, and SMS for leads, active and churned customers.
• Grow revenue through retention, reactivation, and win-back programs.
• Collaborate with product and data teams to map the customer journey and identify testing opportunities.
• Define target audiences from customer cohorts and design reach strategies.
• Develop offers to improve retention and win back churned customers.
• Streamline communications and improve automation.
• Own tooling and configuration decisions for the marketing stack (Customer.io).
• Partner with creative to ensure on-brand communications.
• Measure impact and guide where to invest next.
• Build strong cross-functional relationships with product, data, software, and growth teams.

Skills

CRM strategy

Lifecycle marketing

Data analysis

Presentation skills

Cross-functional collaboration

Communication

Education

MBA

Marketing degree

Tools

Customer.io

Job description

Responsibilities

• Own CRM strategy, roadmap and drive execution across email, push, and SMS, for leads, active and churned customers
• Grow revenue through retention, reactivation, and win-back programs
• Work with the product and data teams to understand our customer journey and retention mode, identifying insights to drive testing and new journeys
• Define target audiences from customer cohorts and decide how we reach them
• Develop offers that improve retention and bring back churned customers
• Streamline how we send customer comms: simplify process and improve automation
• Own tooling and configuration decisions for our marketing stack (our ESP is Customer.io)
• Partner with creative to deliver communications that are on-brand and on-message
• Measure and report impact, and decide where to invest next
• Develop strong cross-functional relationships with product, data, software, and growth teams

Requirements

Minimum 8-10 years of CRM of lifecycle marketing leadership experienceTrack record of scaling CRM programs that grew revenue or retentionPreferred: MBA and/or marketing experience at a growth-stage companyConfident in creating and delivering presentationsYou prioritize well: you know which bets move the business and say no to the restYou’re highly analytical and are experienced and disciplined in testing and can quantify resultsYou work well with a wide range of people: designers, comms strategists, product managers, support agents, and moreYou’re curious - always seeking to understand the "why" behind a test result to augment our learning and drive future plansYou’re customer-obsessed. You talk to customers often and use what you learn to shape priorities across teamsYou’re a self-starter. You dig into customer data on your own and find projects that move company goalsYou’re a player coach. You have the skill set to develop data driven CRM strategy but you’re not afraid to execute - writing briefs, setting up consumer journeys where needed, analyzing data yourself. aren’t afraid to get your hands dirty on executionYou’re a great communicator. You write well, speak well, and can rally the company around the CRM roadmap