Director, CRM & Retention | Dermstore

The role

You will own the global CRM and lifecycle marketing strategy, including customer segmentation and retention roadmaps. You will lead a team to manage end-to-end customer journeys across email, SMS, app push, web push, and direct mail. The role focuses on transitioning the CRM function into a centralized hub for customer intelligence and personalized experience.

What you will do

• Own the global CRM and lifecycle marketing strategy.
• Build a cohort analytics framework for lifecycle interventions.
• Define the role of loyalty programs and Subscribe & Save initiatives.
• Own the customer database, DMP/CDP strategy, and identity resolution.
• Partner with Performance Marketing, Paid Social, and Search teams.
• Lead strategic development of CRM messaging across multiple channels.
• Drive mobile app channel maturity through deep linking and personalized experiences.
• Optimize the lifecycle suite including welcome, abandonment, and replenishment journeys.
• Oversee the technical CRM ecosystem and API integrations.
• Manage the roadmap for the ESP/CRM platform Listrak.

Required qualifications

• 7-10+ years of relevant CRM, lifecycle, or retention marketing experience.
• Experience within high-growth D2C, retail, beauty, or CPG environment.
• Experience in people management.
• Experience setting strategy, not only executing campaigns.
• Expertise in data privacy, identity resolution, and API integrations.
• Expertise in technical architecture of enterprise CRM/ESP platforms.
• Proven success managing loyalty programs and recurring subscription models.
• Demonstrated cohort analysis and incrementality/holdout testing.
• Strong management background.
• Advanced Excel (formulas, pivots, charts).
• Ability to translate complex technical concepts into actionable business strategies.
• Ability to operate with speed, clarity, and judgment in a fast-paced environment.

Nice to have

• Listrak preferred
• Klaviyo, Attentive, Braze, Iterable, or Salesforce Marketing Cloud comparable
• BI/SQL

Benefits

• Medical, Dental, Vision plans
• 401K matched up to 5%
• Generous PTO (Paid Time Off)
• Short and long-term disability
• Exclusive employee discounts off THG Brands

About the company

THG is a global ecommerce group on a mission to be the global online leader in beauty and sports nutrition. Their portfolio includes brands such as LOOKFANTASTIC, Myprotein, ESPA, Perricone MD, and Cult Beauty.