Kizik · 1 day ago
Associate Director, CRM & Customer Retention
Lindon, UT
Full-time
Onsite
Lead/Staff, Director/Executive
8+ years expKizik is revolutionizing the footwear industry with hands-free shoes and is seeking an Associate Director of CRM & Customer Retention. This role involves driving the customer lifecycle strategy, focusing on CRM, email marketing, and customer loyalty to enhance engagement and retention.
E-CommerceFashionShoes
Responsibilities
Develop and lead the brand’s comprehensive CRM and retention strategy across all owned communication channels [e.g., email, SMS, direct mail] as well as through the brand’s loyalty program
Drive the strategy to maximize the effectiveness and impact of all segmented and automated lifecycle journeys (onboarding, post-purchase, winback, replenishment, loyalty/VIP, etc.)
Lead the content strategy for all owned media campaigns with an eye towards product and gender affinity, cross-category shopping, time between purchase and total customer value
Own customer segmentation and targeting strategies to maximize ongoing engagement, retention, repurchase, and LTV
Direct the planning, execution, and optimization of all email and SMS campaigns across promotional, transactional, and lifecycle communications
Manage a small team, and own the full campaign process: calendar, creative briefs, testing roadmap, campaign development, quality assurance and deployment
Partner with creative, digital, and merchandising teams to ensure messaging supports key brand and business priorities
Establish and lead a strong experimentation culture using A/B and multivariate testing to continually improve performance
Lead the strategy, management, and ongoing optimization of the brand’s loyalty or rewards program—including membership recruitment, benefit design, reward tiering, and personalization
Establish program KPI dashboard, track program health and provide updates to key stakeholders, and lead initiatives to strengthen membership registrations, program engagement and ongoing retention among top customer cohorts
Collaborate with product, merchandising, and retail teams to enhance loyalty offerings and customer experience
Own CRM reporting and dashboards covering retention KPIs, campaign performance, customer cohorts, lifetime value metrics and loyalty program participation
Create and manage annual and monthly forecasts of expected owned media and loyalty program performance, including session, conversion and revenue contribution to total eCommerce revenue
Drive customer insight programs to identify opportunities for churn reduction, improved personalization, and revenue growth, as well as mine for insights into new product opportunities
Partner closely with data/analytics teams to refine segmentation, attribution, and predictive modeling
Manage CRM/MarTech platforms and vendor relationships (ESP, SMS provider, loyalty platform, etc.), ensuring data integrity and system performance
Act as the CRM lead for cross-functional initiatives with brand marketing, ecommerce, product development, creative, and customer service teams
Influence senior leaders through strong analytical and strategic storytelling
Communicate CRM strategy, results, and customer insights to leadership and cross-functional partners
Collaborate with paid media team to build full-funnel customer strategies and retargeting initiatives
Manage and mentor direct reports as the team grows
Qualification
Required
8+ years of CRM, retention, or lifecycle marketing experience within a consumer brand, ecommerce, DTC, or retail environment
Demonstrated success leading CRM and customer loyalty programs that drive revenue growth, repurchase, and LTV
Direct experience with email/SMS platforms, CDPs, ESPs, and loyalty technologies
Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies and initiatives
Proficiency with A/B testing and experimentation frameworks
Exceptional project management skills with a track record of working cross-functionally
Strong communication skills with the ability to influence stakeholders and present to leadership
Passion for customer experience and delivering personalized, compelling brand interactions
Preferred
Footwear, apparel, fashion, or consumer product experience is a plus but not required
People management experience strongly preferred
Company
Kizik
Kizik is a footwear brand offering hands-free shoes that combine fashion and functionality.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$20MKey Investors
The Newcastle Network
2022-07-18Series B· $20M
2021-01-15Series A
Leadership Team
Elizabeth Drori
CMO
Recent News
2025-09-26
2025-08-14
2025-07-30
Company data provided by crunchbase