Job Details

Director of CRM

Department: Ecommerce

Employment Type: Full Time

Location: Miami

Compensation: $125,000 - $160,000 / year

Description

As Eberjey's Director of CRM & Loyalty, you will own our endtoend lifecycle strategy-onboarding, activation, repeat purchase, crosssell, winback, and advocacy-across email, SMS, onsite personalization, and our loyalty program. You'll be the connective tissue between brand, product, retail, and data-building journeys that feel personal, respectful, and distinctly Eberjey, while driving measurable lifts in repeat purchase rate, LTV, and retention. You'll partner with Acquisition to design postclick funnels that maximize every paid lead and work closely with Data to ensure clean, mapped customer journeys from click to purchase. Similar leaders scope these outcomes by combining lifecycle strategy, loyalty design, marketing automation, data governance, and experimentation at scale.

Core Responsibilities• Own all lifecycle programs (welcome, onboarding, postpurchase, crosssell/upsell, loyalty, churn risk, reactivation, winback).
• Lead the evolution from a merchcalendar mindset to a customercentric, lifecycledriven program.
• Establish a multiyear CRM/Loyalty roadmap aligned to brand storytelling, customer engagement, and business growth.
• Run performancedriven campaigns and highconverting automations across Email/SMS; set creative, segmentation, and QA standards.
• Build testing frameworks (A/B/MVT), personalization rules, and fatigue controls to continuously improve engagement, RPR, and LTV.
• Own retention analytics & attribution-identify which flows, campaigns, and product types drive true repeat revenue.
• Own the lifecycle tech stack (ESP, SMS, deliverability, Loyalty, Personalization, Journey orchestration, Analytics).
• Leverage AI and automation to accelerate testing velocity, improve creative relevance, and surface revenuedriving insights.
• Champion crossfunctional alignment with Paid Media, Brand Marketing, Creative, Retail, Product, and Data/Engineering.

Qualified candidates should apply online and a Predictive Index Behavioral Assessment, which can be found here

What You'll Do
• Own the full retention and lifecycle strategy across email, SMS, loyalty.
• Audit the entire CRM ecosystem endtoend-flows, campaigns, data, tracking, segmentation, deliverability-and rebuild or optimize where needed.
• Design and execute highperforming campaigns and automations that drive repeat purchase rate, member retention, & LTV improvements.
• Improve ownedchannel revenue mix by scaling lifecycle programs, reducing churn, and maximizing revenue from returning customers.
• Architect postclick funnels with Acquisition to turn paid leads into highLTV customers through strong nurture, segmentation, and landingpage optimization.
• Lead experimentation and testing frameworks (subject-line, offer, creative, segmentation, journey design, landing pages).
• Build predictive, segmented lifecycle journeys for onboarding, post-purchase, cross-sell, churnrisk, and win-back cohorts.
• Improve and optimize onboarding funnels to drive personalization and higher CVR.
• Own lifecycle technology (ESP/SMS/Loyalty) including performance, integrations, vendor selection, and bestpractice governance.
• Use AI tools to accelerate workflow, enhance personalization logic, optimize creative, and surface revenue opportunities.
• Collaborate crossfunctionally with Creative, Product, Brand, Retail, Acquisition, and Ops to build cohesive retention experiences.

What You'll Need
• 6-8 years of CRM, retention, lifecycle, or loyalty experience, with 2-4+ years in leadership roles.
• Handson operator mindset - you've built or rebuilt CRM systems before and can execute directly in ESP/SMS platforms.
• Deep expertise in email, SMS, lifecycle automation, segmentation, and personalization for DTC brands.
• Advanced familiarity with ESP/SMS platforms (e.g., Klaviyo, Attentive) and comfort evaluating new tools.
• Strong analytical skill set - mastery of LTV, cohort analysis, attribution, and retention modeling.
• Proven success improving LTV/CAC, retention, repeat purchase rate etc.• Comfort using AI tools for workflow speed, testing, creative iteration, and insights.
• Ability to identify system gaps quickly and improve processes without stepbystep direction.
• Operational excellence - able to manage complex roadmaps, crossfunctional projects, and execution standards.
• Experience partnering closely with Paid Acquisition, Product, Data/Analytics, and Retail teams.
• Excellent communicator - clear writing, strong storytelling, and the ability to influence stakeholders at all levels.
• A bias toward action, test velocity, iteration, and impact over output.

Eberjey Extras

• An inviting, energetic environment that embodies our female-founded, entrepreneurial mentality
• Seasoned industry leadership committed to your professional development in the fashion retail industry
• Competitive pay, health & retirement benefits, and a generous employee discount