Director, CRM

About the Role:

We are seeking a Director of CRM Lifecycle Marketing to lead the evolution of IPSY’s CRM function into a strategic growth engine.

This leader will own an end-to-end lifecycle strategy across the member journey — driving conversion, increasing LTV, improving net retention, and reducing churn across all subscription programs (Original, Extra, Ultimate), IPSY Shop, upgrades (Beauty Boost, Annual), and future offerings.

This is a highly commercial role. You will translate business goals into lifecycle strategy, forecasting and driving measurable performance across email, push, SMS, and emerging direct-to-member channels. You will combine deep channel expertise, personalization at scale, and data fluency to unlock step-change impact.

You will partner closely with Product, Engineering, Data/Analytics, Creative, Brand, Operations, and CX to architect scalable programs, influence roadmap decisions, and modernize our CRM stack (Iterable and beyond).

We are looking for a change agent — someone who thrives in transformation, challenges the status quo, and builds systems that move us from campaign-centric execution to 1:1 personalization at scale.

The Director, CRM will report to the VP, CRM and can be 100% remote from any of the U.S. states that IPSY has an authorized business presence (see application for list).

What You’ll Be Doing:

Own Commercial Performance

• Drive lifecycle strategy tied directly to revenue, retention, ARPU, upgrades, and resubscriber targets
• Forecast performance, proactively identify risks and opportunities, and implement mitigation plans
• Lead rigorous testing roadmaps and optimization cycles across all channels
• Translate performance into executive-ready narratives with clear drivers and actions

Architect the Member Journey

• Develop holistic lifecycle frameworks spanning acquisition, onboarding, engagement, upgrade, retention, and reactivation
• Advance segmentation and personalization strategy using behavioral, transactional, and predictive data
• Elevate triggered and automated programs to increase relevance and incremental revenue
• Identify and launch new channels and innovations that expand lifecycle impact

Lead CRM Transformation

• Act as a visible agent of change within the CRM organization
• Shift team mindset from campaign execution to member-centric growth thinking
• Champion experimentation, accountability, and measurable impact
• Partner with VP CRM to evolve operating models, testing standards, and performance rigor

Scale MarTech & Personalization – in partnership with Marketing Ops

• Drive architecture decisions within Iterable and the broader MarTech ecosystem
• Improve data flows, segmentation logic, automation, and reporting infrastructure
• Build scalable frameworks for personalization at volume
• Prioritize initiatives that unlock long-term efficiency and automation

Build & Develop a High-Performance Team

• Hire, coach, and elevate a team of lifecycle marketers
• Raise the bar on analytical fluency and storytelling
• Foster cross-functional collaboration and enterprise influence
• Develop strong QA processes and execution excellence standards

What We Are Looking For:

Commercial & Analytical Rigor

• 10+ years in lifecycle, CRM, or growth marketing with demonstrated ownership of revenue-driving programs
• Deep experience forecasting performance and managing to retention and LTV metrics
• Advanced A/B testing expertise and ability to translate data into strategic action
• Strong financial and quantitative acumen (Excel/GoogleSheets required; SQL a plus) Familiar with analytics dashboards (Tableau, Sigma, Amplitude, Looker, etc)

Lifecycle & Cross-Channel Expertise

• Proven experience building automated lifecycle journeys across email, push, SMS
• Expertise in segmentation, behavioral targeting, triggered workflows, and personalization
• Experience leading within enterprise ESP platforms (Iterable, Braze, Salesforce Marketing Cloud, etc.)
• Comfort partnering with Engineering and Data on architecture and data pipelines
• Strong articulation of best practices in driving performance bridging creative with performance

Change Leadership

• Demonstrated success leading teams through transformation
• Ability to influence cross-functional stakeholders through data and clarity
• Strong executive communication skills
• Balances creative intuition with analytical discipline

Leadership Profile

• 6+ years leading and developing high-performing teams
• Comfortable operating in ambiguity and scaling systems in fast-growth environments
• Detail-oriented but strategically oriented — can zoom out and zoom in seamlessly
• Bachelor’s degree required, preferably in business, marketing, technical or quantitative field.

Why This Role Matters

CRM is one of IPSY’s most powerful growth levers. This role will define how we scale personalization, modernize lifecycle marketing, and unlock sustainable member value at scale.

If you are an equal parts operator, strategist, and builder — and want to transform CRM into a performance engine — we’d love to meet you.

What We Offer:

• Competitive base salary & bonus program
• Medical, dental & vision insurance
• 401(k) plan with company match
• Paid Time Off
• Work from home flexibility
• Free IPSY Extra subscription
• Learning & development programs

EEO Statement: We celebrate diversity and are an equal-opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic.

If you need reasonable accommodation in the application or employment process, please contact us.

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