Eberjey · 14 hours ago
Director of CRM
Miami, FL
Full-time
Onsite
Director/Executive
$135K/yr - $170K/yr
6+ years expEberjey is a fashion retail company seeking a Director of CRM & Loyalty to lead their lifecycle strategy across various channels. This role involves owning retention analytics, optimizing customer journeys, and collaborating with multiple teams to enhance customer engagement and drive revenue growth.
E-CommerceTextiles
Responsibilities
Own all lifecycle programs (welcome, onboarding, post‑purchase, cross‑sell/upsell, loyalty, churn risk, reactivation, win‑back)
Lead the evolution from a merch‑calendar mindset to a customer‑centric, lifecycle‑driven program
Establish a multi‑year CRM/Loyalty roadmap aligned to brand storytelling, customer engagement, and business growth
Run performance‑driven campaigns and high‑converting automations across Email/SMS; set creative, segmentation, and QA standards
Build testing frameworks (A/B/MVT), personalization rules, and fatigue controls to continuously improve engagement, RPR, and LTV
Own retention analytics & attribution—identify which flows, campaigns, and product types drive true repeat revenue
Own the lifecycle tech stack (ESP, SMS, deliverability, Loyalty, Personalization, Journey orchestration, Analytics)
Leverage AI and automation to accelerate testing velocity, improve creative relevance, and surface revenue‑driving insights
Champion cross‑functional alignment with Paid Media, Brand Marketing, Creative, Retail, Product, and Data/Engineering
Audit the entire CRM ecosystem end‑to‑end—flows, campaigns, data, tracking, segmentation, deliverability—and rebuild or optimize where needed
Design and execute high‑performing campaigns and automations that drive repeat purchase rate, member retention, & LTV improvements
Improve owned‑channel revenue mix by scaling lifecycle programs, reducing churn, and maximizing revenue from returning customers
Architect post‑click funnels with Acquisition to turn paid leads into high‑LTV customers through strong nurture, segmentation, and landing‑page optimization
Lead experimentation and testing frameworks (subject-line, offer, creative, segmentation, journey design, landing pages)
Build predictive, segmented lifecycle journeys for onboarding, post-purchase, cross-sell, churn‑risk, and win-back cohorts
Improve and optimize onboarding funnels to drive personalization and higher CVR
Own lifecycle technology (ESP/SMS/Loyalty) including performance, integrations, vendor selection, and best‑practice governance
Use AI tools to accelerate workflow, enhance personalization logic, optimize creative, and surface revenue opportunities
Collaborate cross‑functionally with Creative, Product, Brand, Retail, Acquisition, and Ops to build cohesive retention experiences
Qualification
Required
6–8 years of CRM, retention, lifecycle, or loyalty experience, with 2–4+ years in leadership roles
Hands‑on operator mindset — you've built or rebuilt CRM systems before and can execute directly in ESP/SMS platforms
Deep expertise in email, SMS, lifecycle automation, segmentation, and personalization for DTC brands
Advanced familiarity with ESP/SMS platforms (e.g., Klaviyo, Attentive) and comfort evaluating new tools
Strong analytical skill set — mastery of LTV, cohort analysis, attribution, and retention modeling
Proven success improving LTV/CAC, retention, repeat purchase rate etc
Comfort using AI tools for workflow speed, testing, creative iteration, and insights
Ability to identify system gaps quickly and improve processes without step‑by‑step direction
Operational excellence — able to manage complex roadmaps, cross‑functional projects, and execution standards
Experience partnering closely with Paid Acquisition, Product, Data/Analytics, and Retail teams
Excellent communicator — clear writing, strong storytelling, and the ability to influence stakeholders at all levels
A bias toward action, test velocity, iteration, and impact over output
Benefits
Health & retirement benefits
Generous employee discount
Company
Eberjey
Eberjey is an e-commerce company for clothing.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Mariela Rovito
Co-Founder and CEO
Ali Mejia
Co-Founder & Chief Creative Officer
Recent News
Portugal News
2025-08-13
2024-12-03
Company data provided by crunchbase