Director, CRM & Customer Strategy

About the Job The Director, CRM & Customer Strategy is responsible for developing and executing the company's CRM and customer retention strategy across Email, SMS, Loyalty, Personalization, and Lifecycle Marketing. This leader owns the CRM function and drives customer retention, purchase frequency, customer lifetime value, and loyalty engagement through data‑driven lifecycle marketing programs and customer experiences. As the voice of the customer, this role transforms customer insights and data into actionable CRM, loyalty, personalization, and lifecycle marketing strategies that deepen relationships and maximize long‑term customer value. Responsibilities also include defining the customer data roadmap, prioritizing business use cases, establishing success metrics, and building foundational customer intelligence capabilities in collaboration with the CDP team to deliver measurable business outcomes. A day in the life, what you’ll be doing: CRM & Lifecycle Marketing Own the CRM strategy across Email, SMS, Loyalty, and future owned channels. Own and deliver against CRM and loyalty revenue goals, driving retention, purchase frequency, customer lifetime value, and overall channel performance. Define the retention strategy, roadmap, and seasonal CRM calendar aligned to business objectives and customer needs. Lead customer segmentation, personalization, lifecycle marketing, and customer journey orchestration. Optimize automated trigger programs and behavioral communications across CRM channels. Own testing and optimization across messaging, offers, cadence, segmentation, and customer experience. Partner with Merchandising and cross‑functional teams to align CRM strategies with product, category, and seasonal priorities. Monitor and drive key customer and channel KPIs, including retention, loyalty engagement, demand penetration, purchase frequency, customer lifetime value, and revenue. Lead, develop, and mentor a high‑performing CRM team, fostering a culture of accountability, innovation, and customer‑centric decision making. Customer Strategy & Insights Serve as the voice of the customer across the organization. Develop a deep understanding of customer behavior, retention drivers, cohort performance, and customer value, translating insights into CRM, loyalty, personalization, and lifecycle marketing strategies. Partner with Analytics to define customer reporting, measurement frameworks, and key insights needed to inform customer strategy and business decisions. Help shape the evolution of the company's customer data capabilities and CDP to enable deeper customer understanding and more effective customer activation. What it takes to Join: 8-10+ years of experience in CRM, Loyalty, Lifecycle Marketing, Customer Strategy, or related disciplines within an ecommerce, retail, or omnichannel environment. 3-5+ years of leadership experience managing and developing high‑performing teams. Proven success driving retention, purchase frequency, customer lifetime value, and customer engagement through CRM and loyalty programs. Experience developing and managing loyalty programs at scale. Experience leveraging customer data and CDP capabilities to develop customer insights, segmentation strategies, and personalized customer experiences. Strong analytical skills with the ability to translate customer data and insights into actionable strategies. Experience partnering cross‑functionally across Analytics, Technology, Merchandising, Marketing, and Finance. Excellent communication, problem‑solving, and organizational skills. Ability to thrive in a fast‑paced, entrepreneurial environment. Developing the Community/ Leadership Qualities Operate with the highest level of conduct, integrity, and confidentiality; setting the example for leaders and associates. Develop and nurture strong cross‑functional partnerships; driving business results and inspiring a culture of transparency, collaboration, and accountability. Serve as a Pacsun advocate in the industry and marketplace. Recruit, identify, develop, and retain talent that delivers performance excellence. As a manager, serve as a leader of company culture, norms, and conduct. Ability to balance a strong management presence with a high level of approachability, encouraging and eliciting associate feedback and interaction. Salary Range $183,000 - $195,000 Pac Perks Comprehensive medical, dental, and vision benefits Competitive short‑term incentive program Immediate 100% vested 401(k) contributions and employer match Dog friendly office environment $1,000 referral incentive program Generous associate discount of 30 - 50% off merchandise online and in‑stores On‑site Cafe On‑site Gym with Fitness Classes Ample parking Weekly Car Wash Service and more! Physical Requirements The physical demands described here are representative of those that are required by an associate to successfully perform the essential functions of this job. While performing the duties, the associate is regularly required to talk or hear, frequently required to sit; stand; walk; use hands to finger, handle or feel; as well as reach with hands and arms. Specific vision abilities required include close vision, distance vision, depth perception and ability to adjust focus. Ability to work in an open environment with fluctuating temperatures and standard lighting. Ability to work on computer and mobile phone for multiple hours; with frequent interruptions. Required to travel in elevator or stairwells to attend meetings and engage with associates on multiple floors throughout building. Hotel, Airplane, and Car Travel may be required. Position Type / Expected Hours of Work This is a full‑time position. As a National Retailer, occasional evening and/or weekend work may be required during periods of high volume. The role operates in a professional office environment and routinely uses standard office equipment. Other Considerations Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the associate for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to qualified individuals with disabilities to enable them to perform the essential functions of the role. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Applied Labs, Inc.