Director CRM

**Relocation assistance is being offered to relocate to South Florida (Fort Lauderdale area)**

As the Director of Loyalty, you will be the driving force behind building deeper, more meaningful relationships with our customers. You are passionate about creating customer-first experiences that inspire engagement, foster brand loyalty, and fuel long-term growth.

In this role, you’ll lead the strategy and execution of retention-focused initiatives, developing impactful email, SMS, and direct mail programs while designing a loyalty program that sets a new standard in our industry. With a deep understanding of customer journey design and data-driven insights, you’ll craft seamless omnichannel experiences that connect our online, in-store, and service touchpoints.

The Director of Loyalty will drive recommendations and enhancements to reach aggressive revenue goals and key performance indicators that transform CRM & Loyalty efforts to drive the brand’s long-term growth.

We’re looking for a visionary leader who thrives at the intersection of digital innovation and customer loyalty; someone who can transform engagement into measurable results and take our business to the next level.

Team Leadership

·      Develop and lead an innovative and customer-obsessed Digital & Loyalty Team

·      As a leader in the Marketing Department, foster a collaborative, innovative, and fun work environment.

·      Encourage a culture of experimentation, creativity, and customer obsession.

Responsibilities

·      Strategically lead the development and execution of Pet Supermarket’s digital loyalty and customer lifecycle strategy.

·      Drive customer engagement and revenue growth through digital channels and loyalty programs

·      Act as the customer advocate for the best possible omnichannel experience, communications strategy, and loyalty initiatives.

·      Build and scale a best-in-class loyalty program aligned with overall business objectives.

·      Implement long-term strategies for loyalty program and digital marketing, including CRM and personalization initiatives. 

·      Lead cross-functional teams to design, implement, and manage innovative loyalty initiatives that drive retention, recency, and engagement, partnering across Marketing, Merchandising, Operations, and IT.

·      Ensure that the customer journey is engaging, seamless across devices, and effective in translating touchpoints into an immersive experience resulting in transactions

·      Oversee direct marketing initiatives including email, SMS, direct mail, and customer analytics.

·      Identify and optimize new and existing opportunities for customer engagement and retention.

·      Ensure campaigns are seamlessly integrated across channels for a cohesive customer journey.

·      Implement A/B testing, pilot programs, and innovative campaigns to discover what resonates with audiences.

·      Define and measure activities against KPIs, create standardized dashboards, and share testing results.

·      Analyze customer data and insights to identify opportunities for personalization, retention, and business growth.

·      Oversee customer analytics as it pertains to segmentation and consumer insights to drive business decisions and bring the voice of the customer to life.

·      Partner with IT to ensure data integrity, database connectivity, and seamless integration across platforms.

·      Stay ahead of emerging channels, technologies, and trends in digital, loyalty, and retention marketing.

Qualifications

• 3+ years of broad experience in Loyalty, Retention, and Digital Marketing.
• 2+ years' experience in a Digital Leadership role (Senior Manager or above)
• Proven experience leading teams to deliver high quality, consumer products and experiences on web and mobile platforms
• Experience in channel management, pricing, and marcom, preferably with experience in digital marketing Deep understanding of customer experience, customer journeys, customer segmentation, testing and optimization
• Data/tech-savvy with experience in defining business requirements and data flows.
• Highly data-oriented, with the ability to interpret complex metrics and datasets to guide decision-making.
• Proven track record of launching, testing, and scaling successful loyalty and lifecycle programs.
• Bachelor’s Degree in Business, Marketing, Communications, or related field required
• Strong knowledge of deliverability, CAN-SPAM, CCPA, and GDPR compliance.
• Proficiency with Tableau, Snowflake, Salesforce, Oracle, GA4, and Quantum.
• Hands-on experience with Salesforce Marketing Cloud or other lifecycle/loyalty marketing tools.
• Knowledge of Jira or similar project management platforms.
• Retail, eCommerce, or pet industry experience a plus.
• Creative, innovative thinker who is organized and solution oriented.
• In tune with shifting trends in loyalty, retention, and retail/e-commerce marketing.
• Ability to thrive as both a self-starter and collaborative team leader.

Core Competencies

·      Customer Obsession

·      Loyalty Program Design & Optimization

·      Digital Customer Journey Strategy

·      Customer Data Science & Segmentation

·      Omnichannel Retention Marketing (Email, SMS, Direct Mail, Loyalty)

·      Strong Communication & Leadership Skills

·      Technical Expertise: SQL, Tableau, Snowflake, Salesforce, Oracle

Pet Supermarket is an equal opportunity employer.