Citizen Watch America · 1 day ago
CRM, Loyalty and Personalization Director
New York, NY
Full-time
Hybrid
Lead/Staff, Director/Executive
$130K/yr - $150K/yr
5+ years expCitizen Watch America is a direct‑to‑consumer brand in the fine accessories category, seeking a Director of CRM, Loyalty and Personalization. This role focuses on building a bespoke loyalty program and optimizing customer experiences through data-driven strategies and cross-functional collaboration.
JewelryRetail
Hiring Manager
Diane Lagé
Responsibilities
Develop and launch a differentiated loyalty program tailored to a high‑consideration, infrequent‑purchase category
Define program structure, benefits, tiers, and engagement mechanics that reinforce brand value and drive long‑term customer relationships
Build the operational foundation for the program, including data flows, measurement frameworks, and cross‑functional processes
Monitor performance and continuously optimize based on customer behavior, insights, and testing
Own the end‑to‑end A/B testing roadmap for site UX, messaging, and personalization
Partner with Product and eCommerce teams to design experiments, define success metrics, and interpret results
Identify opportunities to tailor the customer experience across the funnel using behavioral, transactional, and demographic data
Translate insights into actionable recommendations that improve conversion, engagement, and retention
Analyze customer data to identify segments, behavioral patterns, and opportunities for targeted engagement
Build dashboards, reports, and insights that inform loyalty strategy and personalization initiatives
Use a test‑and‑learn mindset to validate hypotheses and guide decision‑making
Work closely with Marketing, Creative, Product, and Operations to bring loyalty and personalization initiatives to life
Communicate findings and recommendations clearly to both technical and non‑technical stakeholders
Serve as the internal champion for customer‑centric thinking and experimentation
Evaluate and integrate CRM platforms and MarTech tools (e.g., Braze, Iterable, Salesforce Marketing Cloud) with broader data infrastructure including CDPs (Segment, Hightouch), data warehouses, and tracking platforms, in partnership with Marketing and IT
Ensure seamless data flow between CRM systems, analytics layers, and customer touchpoints; partner with engineering to define ETL requirements and data schema
Own governance for CRM data integrity, compliance (e.g., CAN-SPAM, GDPR), and performance scalability
Qualification
Required
Advanced Excel skills, web analytics (Google Analytics preferred), and other site merchandising analytics tools a must
Analytical ability to synthesize data to understand business trends, identify opportunities and provide forward-thinking insight and action
Strict attention to detail; highly organized and highly resourceful with an independent, go-getting, problem-solving mindset
Assertive, adaptable, and demonstrates initiative in a fast paced, entrepreneurial environment
5+ years of experience in loyalty, CRM, lifecycle marketing, personalization, or a related role in Direct to Consumer (DTC) at a consumer brand
Proven ability to design and execute A/B tests and interpret results with statistical rigor
Hands‑on experience working with customer data platforms, analytics tools, and segmentation frameworks
Strong analytical skills paired with the ability to translate insights into clear strategies and actions
Comfort operating as both strategist and executor—you enjoy building from scratch and rolling up your sleeves
A collaborative working style and the ability to influence without direct authority
Preferred
Experience in a premium or high‑consideration category is a plus
Company
Citizen Watch America
Citizen Watch America represents the sales and marketing for the Citizen Group within the U.S., Caribbean and Latin American markets.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Barbara Garces
Chief Digital Officer
Company data provided by crunchbase