Director, CRM & Personalization

Overview CLEAR is seeking a Director of CRM & Personalization to architect and lead a high-impact, data-driven CRM ecosystem. You will drive value through precision targeting, advanced segmentation, and scalable automation. This role reports to the VP of Marketing and collaborates with Marketing, BI, Product, and Engineering to design and optimize CRM systems and lifecycle programs backed by behavioral data and analytics. Responsibilities CRM Architecture & Strategy Own the technical roadmap and strategic execution of all CRM initiatives across digital channels: Email, SMS, Push, and In-App Messaging. Implement and maintain a scalable CRM infrastructure that supports automation, real-time personalization, and event-driven campaigns. Develop advanced segmentation frameworks using first-party and behavioral data from CDPs and analytics tools to target users across the lifecycle. Leverage real-time data triggers, dynamic content, and decision trees to execute high-performance lifecycle marketing programs, from onboarding to re-engagement and loyalty. Experimentation & Optimization Design statistically sound A/B and multivariate testing frameworks; apply lift analysis and confidence intervals to measure impact. Lead rigorous experimentation across channels and touchpoints to inform channel mix, messaging strategies, and timing. Utilize event-based tracking and attribution models to understand CRM effectiveness within the broader member journey. Analytics, Insights & Reporting Define and refine CRM KPIs such as engagement score, CLTV, CAC payback, churn propensity, and net engagement lift. Build and maintain dashboards using BI tools (Looker, Tableau, etc.) to visualize campaign metrics and behavioral trends. Collaborate with Data Science and BI teams to perform cohort, funnel, and predictive analytics to identify opportunities and inform strategy. Synthesize data into actionable insights and present findings to executive stakeholders, prioritizing ROI and business impact. Tech Stack Ownership & Data Integration Evaluate and integrate CRM platforms and MarTech tools (e.g., Braze, Iterable, Salesforce Marketing Cloud) with data infrastructure including CDPs (Segment, Hightouch), data warehouses, and tracking platforms. 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 (CAN-SPAM, GDPR), and performance scalability. Team Leadership & Development Manage and mentor a high-performing team of CRM marketers, fostering a culture of experimentation, analytical rigor, and technical excellence. Drive continuous learning by encouraging adoption of new technologies, frameworks, and statistical methods. What you’ll measure Statistically significant performance lift in engagement metrics (Open Rate, CTR, CVR) through continuous testing and optimization. Increased member retention and uplift in CLTV driven by segmentation and targeting. Reduction in churn and improvements in NPS and re-engagement rates tied to CRM initiatives. Scalable marketing automation infrastructure with improved delivery and reduced latency. CRM stack integration completeness and data synchronization health across platforms. Qualifications 8+ years in CRM marketing and/or product management in data-rich, performance-driven environments. 3+ years of team leadership with a track record of building technically competent, analytical teams. Deep expertise in enterprise CRM systems and MarTech stacks (Braze, Salesforce Marketing Cloud, Iterable); CDPs such as Segment or Hightouch; and ESP/DMP integrations. High proficiency in analytics with BI platforms like Looker, Tableau, or Mode; SQL is a plus. Familiarity with data pipelines, tagging frameworks, and server-side event tracking; ability to translate business needs into technical requirements. Strong understanding of statistical analysis and experimentation (A/B, multivariate; Bayesian methods a plus). Exceptional communication skills for translating complex data concepts to cross-functional audiences. Player-coach mentality; willing to lead and do hands-on work as needed. Salary & Benefits The base pay range is $150,000–$180,000 per year, with additional total-rewards components including comprehensive health plans, family-building benefits, time off, stipends, and a 401(k) with employer match. The stated base salary range represents the low-to-high end of CLEAR’s salary range for this position and varies by location, education, skills, experience, and performance. CLEAR provides reasonable accommodations to qualified individuals with disabilities or protected needs throughout the application and employment process. Company & Location New York, NY area; seniority level: Mid-Senior; employment type: Full-time; job function: Business Development and Sales; industries: Consumer Services. #J-18808-Ljbffr CLEAR