Director of CRM & Retention (Primal Harvest)

Director of CRM & Retention (Primal Harvest) About Primal Harvest: Primal Harvest is a leading holistic wellness brand dedicated to empowering individuals to take charge of their health and well‑being through high‑quality, natural products. We offer a range of supplements and wellness products supporting health needs such as immunity, gut health, sleep, and joint care. As a direct‑to‑consumer brand founded in 2018, we pride ourselves on transparency, trust, and creating a dependable wellness foundation for our customers. Our international hubs are in Miami, Florida, USA and Cologne, Germany. Location Remote (must be available to work Eastern Standard Time hours; preference for candidates based in New York). About the Role We are looking for a strategic yet hands‑on Director of CRM & Retention to own lifecycle marketing and customer loyalty across multiple channels. Reporting to the VP of Marketing and managing an Email Marketing Specialist, you will design and optimize CRM campaigns, enhance the post‑purchase journey, and use data‑driven insights to deliver impactful segmentation and personalization. Your deep expertise in CRM, customer engagement, and retention strategies, plus proven success in managing tools, leading teams, and leveraging analytics to drive measurable business growth, will be essential. What You Will Do Customer Marketing Strategy – Lead planning, development, and execution of CRM campaigns in partnership with the brand team, managing campaigns across email, SMS, push notifications, and in‑app messaging to engage and retain customers. Post‑Purchase Consumer Experience – Collaborate cross‑functionally to design and implement a comprehensive post‑purchase experience that adds value and enhances customer retention. Toolset Optimization for Customer Engagement – Manage and optimize engagement tools (ESP, referral, subscription) to drive meaningful interactions and results. Segmentation Strategy Development – Develop and implement a thoughtful segmentation strategy, identifying key data points and deepening understanding of customer behavior to enhance personalization. Testing & Analysis for Continuous Improvement – Conduct tests and analyze performance of CRM campaigns to continuously optimize tactics and inform strategic decisions. Own performance and operational success of CRM channels, managing execution, optimization, scalability, testing, and reporting to drive retention, CLV, and business growth. Develop and implement tactical CRM initiatives across key touchpoints—email, SMS, subscription, and e‑commerce interactions—focusing on converting prospects, engaging non‑subscribers, and retaining subscribers. Leverage customer data and insights to identify opportunities for segmentation, personalization, and targeted interventions while maintaining responsibility for channel infrastructure and operational testing. Own and optimize the CRM tech stack, touchpoints, and e‑commerce interactions by managing relationships with tech partners, leading new tool implementation, and ensuring seamless lifecycle marketing capabilities. Monitor, analyze, and report on CRM performance metrics, including testing results, to refine channel operations, uncover actionable opportunities, and improve acquisition, retention, and overall performance. Requirements & Qualifications 7+ years of experience in CRM, retention marketing, or customer lifecycle management within a DTC brand. Proven track record in multi‑channel CRM execution (email, SMS, subscription touchpoints). Strong technical acumen with ESPs, cohort building, and data‑driven segmentation. Proficiency in Klaviyo and experience with Shopify‑based brands. Excellent analytical skills, with a data‑driven approach to testing and optimization. Experience in fast‑moving CPG preferred. Hands‑on operator mindset; thrives in a fast‑paced, scrappy environment. Strong collaboration and communication skills across cross‑functional, international teams. Benefits Comprehensive health benefits. Generous paid time off and holidays. Paid parental leave (primary & non‑primary). Short‑term and long‑term disability. 401(k) + match. ClassPass membership. Flexible working options. Team events. Product discounts. Annual base salary range: $155,000 - $175,000 USD per year, commensurate with experience. This position may also be eligible for an annual discretionary bonus. Applicants for employment in the United States must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability status, age, sexual orientation, gender identity and expression, marital status, or any other legally protected factor. Primal Harvest is committed to offering reasonable accommodation to job applicants with disabilities. Primal Harvest does not accept unsolicited agency resumes and is not responsible for any agency fees related to unsolicited resumes. #J-18808-Ljbffr