CRM Director

We are looking for a strategic thinker and customer-obsessed leader to take our CRM efforts to the next level. As Director of CRM, you will spearhead initiatives to deepen customer engagement, drive loyalty, and optimize retention. By designing and executing innovative CRM strategies, you’ll be instrumental in nurturing customers throughout their lifecycle, increasing their lifetime value, and turning them into advocates for our brand.

You’ll play a critical role in our ongoing efforts to enhance customer engagement across email, app, and emerging communication channels. Working at the intersection of strategy, data, and execution, you’ll lead a high-performing team to deliver results.

In this role you’ll

• Develop and execute a comprehensive CRM strategy focused on customer lifecycles, journeys, and segmentation to boost sales, retention, and loyalty.

• Lead the creation, optimization, and execution of customer communications across email, app, and other channels, ensuring alignment with our brand and business objectives.

• Define, track, and own the key business metrics for CRM success, including LTV, retention/churn, and engagement, ensuring all efforts drive measurable impact.

• Partner with cross-functional teams to leverage customer data and insights, translating them into actionable CRM programs that drive growth and loyalty.

• Build and manage a high-performing CRM team, fostering collaboration and a culture of continuous improvement.

• Oversee the strategy and operations of the referral program, driving its growth and integration into broader customer engagement initiatives.

• Assess and optimize our martech stack, implementing tools and processes to support scalability and streamline workflows.

• Stay at the forefront of CRM trends, incorporating industry best practices, emerging technologies, and innovative approaches to enhance program sophistication and effectiveness.

What you’ll need

• 10+ years of experience in CRM or lifecycle marketing roles, with a proven ability to drive business outcomes

• Demonstrated success in designing and executing customer lifecycle programs that drive measurable business outcomes, including retention and LTV.

• Bachelor’s degree in Business Administration, Insurance, Marketing, or related field

• Proven experience in building and scaling customer engagement initiatives across multiple touchpoints, including email, app, and referral programs.

• A deep understanding of customer data, segmentation, and analytics, with the ability to derive insights and turn them into actionable strategies.

• Experience managing and developing high-performing teams, with a demonstrated ability to inspire and lead in a fast-paced environment.

• A keen understanding of martech tools and platforms, with a track record of optimizing workflows and recommending improvements.

• Proven success in managing and being accountable for core business metrics, with a strong focus on ROI.

• Expertise in managing multiple stakeholders, including cross-functional collaboration and upward communication with executives.

• Results-driven and metrics-oriented, with a resourceful and creative approach to problem-solving.

• Ability to work in an office environment a minimum of 3 days a week.

• Enthusiasm about learning and adapting to the exciting world of AI – a commitment to exploring this field is a fundamental part of our culture.

  
  *Please note that we are unable to sponsor applicants for work visas

Lemonade's US base salary range for this full-time position is $170,000 - $200,000 plus equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.