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C3 Industries · 2 months ago

Director, CRM Operations

Chicago, IL

Full-time

Onsite

Director/Executive

7+ years exp

C3 Industries is seeking a Director of CRM Operations to lead the strategic development and execution of customer relationship management initiatives across all markets. This role focuses on optimizing CRM systems, driving customer engagement, and enhancing loyalty through data-driven insights and personalized marketing strategies.

Alternative MedicineCannabisManufacturingRetail

Responsibilities

Develop and implement CRM strategies aligned with business goals to drive customer, retention, loyalty, and lifetime value

Partner with Marketing team, Retail Ops, Product, Buying & Planning, and Compliance teams to align CRM initiatives with broader marketing goals and business strategies

Establish goals and KPIs for CRM activities and team members that support broader marketing and business goals. Collaborate with analytics and BI teams to build dashboards for CRM performance

Own CRM budget allocation

Oversee all email, SMS, app, and loyalty programs from campaign planning, creative briefing, performance analysis, and everyday automation strategies

Manage the customer loyalty program and structure, driving enrollment, engagement, and reward redemption while ensuring it adds customer value and drives incremental revenue without eroding margins

Own the CRM tech stack and vendor relationships, including platform selection, integration, and optimization (e.g., Alpine IQ, HubSpot, Klaviyo)

Ensure all CRM activities comply with state cannabis regulations, customer privacy requirements. Ensure data integrity and seamless integration with POS and ecommerce systems

Use data insights from the CRM platform, POS system and other sources to develop segmentation, personalization, and trigger-based automation strategies across email, SMS, and loyalty platforms

Analyze customer data and optimize customer journeys to measure incremental impact on key KPIs (repeat purchase rate, AOV, customer annual value, purchase frequency)

Lead and develop a team of CRM specialists and analysts cultivating their growth as leaders, trusted cross-functional partners, and subject matter experts known for a bias for action, critical thinking and solution-oriented problem solving

Foster a culture of innovation, experimentation, and continuous improvement, continuously testing across all CRM channels

Establish clear performance expectations and conduct regular one-on-one meetings to support team growth

Qualification

CRM platformsMarketing automationCustomer lifecycle managementAnalytical skillsCustomer retention strategiesLoyalty programsCannabis industry experienceLeadershipProject managementCommunication skills