Client Success Manager
Crosslake Technologies
Director of Retention, CRM
D.LUXURY BRANDS
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $125,000 - $140,000 per year
Job Level
Lead
About the role
- Lead and define the Retention/Lifecycle strategy for the clients, in partnership with key business stakeholders.
- Identify and implement high-impact initiatives across retention channels that will accelerate customer growth, product adoption, and revenue generation.
- Establish key metrics for retention success, develop dashboards with the analytics team, monitor and report regularly to leadership & key stakeholders across the organization.
- Develop a data-driven, CRM approach, including customer segmentation, cohort modeling and customer journey optimization for a global consumer base.
- Partner closely internal teams to define the ideal customer journey and work cross-functionally to ensure we execute to the intention of excellence.
- Oversee the design and execution of loyalty programs, referral initiatives, and other customer engagement tactics to foster long-term relationships and maximize customer lifetime value.
- Continuously assess and optimize the user experience across all touchpoints, working closely with product teams to identify opportunities for improvement and innovation.
- Stay abreast of industry trends, competitor activities, and emerging technologies in retention marketing and customer relationship management, providing thought leadership and recommendations for staying ahead of the curve.
- Architect and deploy a strategy around automation campaigns, based on product purchase insights, customer behavior and product innovation calendar.
- Create a retention channel playbook that drives brand strategy in conjunction with digital performance strategy.
- Own A/B testing across channels.
- Collaborate with internal teams to develop messaging and creative that is impactful, targeted, personalized, and consistent with brand standards.
- Maintain overall health, development, maintenance, and reporting of email/SMS database and own the associated deployment calendar.
- Act as a thought leader within the organization and the industry, sharing insights, best practices, and case studies with clients and internal stakeholders.
Requirements
- Minimum of 6 years of hands-on experience in retention management
- Proven track record of designing and implementing successful retention strategies that drive measurable results, including increasing customer lifetime value
- Deep understanding of customer lifecycle management, segmentation, and personalization techniques.
- Experience with cohort analysis, A/B testing, and other data-driven methodologies to optimize retention efforts.
- Strong analytical skills with the ability to interpret complex data sets and translate insights into actionable strategies.
- Excellent project management skills, with the ability to lead cross-functional teams and drive projects to successful completion in a fast-paced, agile environment.
- Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
- Proven ability to think strategically while also being hands-on in execution, with a passion for continuous learning and innovation in the field of retention.
Benefits
- Fully remote
- Comprehensive healthcare, dental and vision insurance options.
- Unlimited PTO, including an annual winter break between Christmas and New Year
- Company-sponsored One Medical membership
- A dynamic and collaborative work environment.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
retention managementcustomer lifecycle managementcustomer segmentationcohort analysisA/B testingdata-driven methodologiesanalyticsCRM approachcustomer journey optimizationautomation campaigns
Soft skills
analytical skillsproject managementcommunication skillsinterpersonal skillscollaborationstrategic thinkinginnovationleadershipproblem-solvingadaptability
