Resident

Customer Success Manager

• Direct the CRM calendar, setting email and SMS scheduling and segmentation strategy in support of the company's promotional calendar; provide strategic direction and day-to-day guidance to the senior manager responsible for calendar execution
• Oversee lifecycle journey strategy across email and SMS, ensuring journeys and campaign sends are complementary and collectively driving toward revenue and engagement goals
• Monitor email and SMS send volume against platform costs, proactively identify budget risks, and recommend program adjustments to stay within budget
• Own the CRM testing roadmap: analyze results using established methods, determine next steps, and prioritize the next best test to drive continuous program improvement
• Design and evaluate analyses to measure program performance against goals on a weekly, monthly, and quarterly basis
• Leverage segmentation, behavioral targeting, and personalization to maximize engagement across the customer lifecycle
• Manage day-to-day relationships with CRM vendors, including primary ESP (currently Zeta); evaluate platform performance, lead initial contract renewal discussions, and make recommendations on tooling needs or changes
• Lead cross-functional relationships with brand, data and analytics, creative, product, growth, and customer success to ensure CRM outputs are strategically aligned
• Maintain current knowledge of CRM best practices, technology, and trends and apply insights to evolve the program
• Lead and develop a team of three — two senior managers and one specialist — investing genuinely in their growth, performance, and long-term development

Director, CRM

Designer

• Design email layouts and graphics that adhere to brand standards and the established design system, in close collaboration with the brand team.
• Optimize all email designs for mobile, desktop, and dark mode.
• Maintain a working understanding of HTML/CSS email constraints and rendering behavior across major clients (including Outlook, iOS, and Gmail) to ensure designs are buildable and consistent.
• Design and deliver variants in support of A/B and multivariate testing across layouts, CTAs, and content.
• Design for dynamic and personalized content, accounting for variable data, conditional content blocks, and product recommendation modules within journey emails.
• Apply performance insights provided by CRM managers (open rates, click rates, conversions) to inform and iterate on design decisions.
• Deliver high-quality designs; balancing quality, velocity, and managing deadlines.
• Develop an organized system and rapport for managing daily/weekly creative needs for the CRM team.
• Understand the project requirements, conceptualize creative ideas and support in the development of new designs across CRM and marketing.
• Keep up to date with trends within the industry, as well as new tools, techniques, and software.
• Work proactively to build good relationships within project teams and collaborate effectively with other competencies; for example CRM Managers, Retail Managers, and Operations teams.

Email Designer

Marketing

• Own advertising budget allocation, TACOS/ROAS targets, and contribution margin outcomes across Resident and Ashley — translating overall sales and profitability goals into channel-level plans.
• Set quarterly and monthly targets by portfolio and hold Ad Managers accountable to them.
• Develop a unified advertising strategy across search, DSP, Fire TV, and emerging Amazon ad products — with a clear framework for evaluating each against business objectives.
• Manage and develop a team of Ad Managers, each owning a defined brand/category portfolio with full budget and performance accountability.
• Build out the specialist/execution layer beneath the manager tier — including offshore resources and AI-assisted campaign management — as the team scales with global market expansion.
• Partner with the data and technology team to build a best-in-class advertising measurement capability — including AMC implementation as a clean room for proper attribution across DSP, Fire TV, and Amazon search.
• Interface directly with the VP/GM of Amazon to align advertising strategy with overall channel sales, margin, and growth targets.
• Represent advertising performance in executive reporting; frame results in revenue, CM impact, and performance to plan.

Director of Marketplace Marketing

Customer Support

• Owns CX-facing AI enablement across pre-purchase, post-purchase, and service recovery journeys, in partnership with Product on model configuration, intent design, and platform capabilities.
• Translate customer insights and agent workflows into AI use cases, intents, escalation logic, and experience standards.
• Partner with Product and Engineering to influence AI roadmaps while championing responsible, brand-safe AI practices.
• Evaluate and recommend AI platforms, tools, and vendors through a CX and scalability lens.
• Owns configuration, optimization, and business performance of CX tooling (telephony, WFM, messaging), while partnering with Product & Engineering on architecture, integrations, and platform decisions.
• Lead tool evaluation and optimization to improve agent productivity, queue management, and CX quality.
• Own WFM configuration, including channel-based forecasting and staffing across voice, chat, sales, and support.
• Hold vendors accountable to performance, delivery timelines, and scalability requirements.
• Own day-to-day AI performance across channels, including containment, deflection, CSAT, resolution quality, and efficiency impact.
• Define success metrics and reporting that connect AI performance to CX outcomes and financial results.
• Lead root-cause analysis on performance gaps and drive cross-functional improvements.
• Partners with Product and Engineering to define integration requirements, success criteria, and prioritization for CX AI capabilities.
• Owns AI-readiness and structure of CX knowledge systems (taxonomy, retrieval quality, governance), in partnership with Content and Product teams who own underlying CMS platforms.
• Partner with Quality, Training, and Knowledge teams to align human and AI learning standards.
• Establish governance and quality standards for AI prompts, responses, and knowledge updates.
• Lead AI and technology initiatives from scoping through launch, adoption, and optimization.
• Serve as the primary CX owner for AI and tooling initiatives across Product, Engineering, Data, Operations, and vendors.
• Develop project plans, communication cadences, and success metrics to drive alignment and execution.

Director of AI Enablement – Customer Experience

Director

• Own the full wholesale P&L, including net revenue, gross margin, trade spend, and contribution margin across all accounts.
• Develop and execute a multi-year wholesale growth strategy aligned with overall company objectives.
• Set annual plans, budgets, and forecasts; track performance against targets and adjust strategy as needed.
• Identify and capitalize on new channel opportunities to expand the wholesale footprint.
• Serve as the executive sponsor and primary relationship owner for Target, Walmart, Babylist, Crate & Barrel, and all other wholesale retail partners, including rep agencies.
• Build and maintain senior-level relationships at key accounts, driving long-term strategic alignment and partnership depth.
• Expand Newton's wholesale channels with a laser focus on driving incremental business.
• Lead joint business planning processes with top accounts, negotiating terms, promotional programs, and partnership agreements that deliver mutual growth.
• Ensure best-in-class execution of product launches, seasonal assortments, and promotional events across all retail channels.
• Partner closely with Marketing, Finance, Operations, and Product teams to deliver integrated go-to-market strategies.
• Represent the wholesale channel in executive leadership discussions, providing visibility into performance, risks, and opportunities.
• Monitor and analyze sales performance, inventory levels, sell-through rates, and market trends to proactively identify opportunities and risks.
• Leverage data and insights to optimize product assortment, pricing strategy, and promotional effectiveness.
• Stay current on industry trends, competitive landscape, and emerging retail technologies to maintain a competitive edge.

Director, CRM

Email Designer

Director of Marketplace Marketing

Director of AI Enablement – Customer Experience

Director of Wholesale