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Director, Crm Jobs
Company | Zwift |
Address | Long Beach, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Wellness and Fitness Services,Computer Games |
Expires | 2023-10-19 |
Posted at | 8 months ago |
About The Role And About You
- Develop our CRM channel strategy to build new means of interacting with customers in an engaging manner
- Be an active influencer and participant in Zwift’s broader retention programme by collaborating closely with Product, Content, Technology and eCommerce teams to optimize end-to-end experiences
- Partner with our data team to define and deliver the CRM data roadmap to strategize, measure, report and optimize our customer communications.
- Review our creative and messaging strategy, guidelines and implementation in partnership with our internal campaign and design teams
- Own the global customer marketing programme to communicate with Zwifters across all stages of their lifecycle (onboarding, grow/nurture, retention, winback) and across channels
- Define, benchmark, monitor and optimize success KPIs in line with business goals
- Lead, develop and grow the existing CRM team into a high performing function at the core of our engagement and retention efforts
- Define and manage our customer communication strategy by partnering with product, marketing and content teams to deliver incremental subscriber engagement, retention and acquisition.
- Partner with our technology function to review and optimize the CRM tech stack to best leverage data and automation capabilities
- Comfortable influencing and managing a wide range of senior stakeholders across different business functions.
- Someone who is comfortable working in a fast paced, dynamic and international environment.
- Open-minded, flexible and have a positive attitude toward new challenges, with a willingness to learn, embrace new technologies and business change.
- Experience designing and running complex customer implementations involving multiple platforms (apps, web, payment systems, ESPs, etc).
- Experience leveraging data heavily to measure, experiment and optimize CRM communications
- Demonstrable experience of customer strategy development and best practices across different channels, including email, push notifications, and in-app modals.
- 8+ years of relevant experience in lifecycle marketing ideally in a subscription business.
- A proven track record of leading CRM functions to deliver successful customer conversion, engagement, and retention goals.
- Worked within Sports, Cycling or Fitness industries
- Launched Push, In-App, and targeted paid media communications
- Experience with the Iterable platform, HTML and CSS is a plus
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