Director of Customer Marketing (Retention, Lifecycle, CRM)

Overview

We’re looking for a Director of Customer Marketing (Retention, Lifecycle, CRM) to join our team in Dumbo, Brooklyn. You’ll step into this role at an exciting stage of our company’s growth to build upon a great foundation already in place and take it to the next level. Reporting to our VP of Marketing, you’ll lead the strategic vision of our CRM program and be at the forefront of finding new ways to engage our customers and in turn, drive business growth.

If you’re ready to make a meaningful impact, have a wealth of experience, and are passionate about creating a seamless customer journey, we’d love to hear from you!

Our office is based in Brooklyn, NY, and we have a 2 days in/3 days remote schedule.

What you’ll do

• Lead CRM Strategy: Own the retention marketing strategy for customers and prospects across email, direct mail, SMS, and loyalty 
• Define communication and retention strategies to engage, retain, and build customer loyalty
• Manage and optimize email, direct mail, and digital marketing campaigns to  target existing customers and explore opportunities for expansion
• Identify gaps in the customer journey and develop solutions within relevant marketing channels
• Monitor and develop customer segments activated through respective touchpoints and identify areas of opportunity
• Marketing Campaigns: Lead and develop the execution and strategy behind email Marketing campaigns and email  Automations(triggered emails)
• Build marketing calendar in close partnership with merchandising and marketing teams
• Project Campaign performance rolling up to company financials
• Work with Creative on briefing and campaign content
• Manage email automation flows and creative (welcome series, Abandoned cart etc.)
• Manage end-to-end SMS touchpoints, messaging, and segmentation
• Database Management: Oversee the overall health, development, maintenance, and reporting of the email database to ensure stakeholders have visibility into business performance
• Customer Data Platform Roadmap: Develop and execute the roadmap for the Customer Data Platform to ensure alignment with organizational goals and enhance the customer experience
• Market Trend Analysis: Keep a pulse on the competitive landscape and market trends to drive new messaging, channels, and innovative ideas
• Lead a team: Be a great people leader to our talented team of three retention and email marketers
• Partner cross-functionally: Collaborate with our Merchandising, Creative, and Marketing teams while rolling out new strategies and optimizing process

We're looking for someone who brings

• Experience:
• 10 years of experience in retention marketing experience
• 3 years of people leadership experience 
• Prior experience working for a consumer brand where an emotional connection is a part of the storytelling 
• Expertise: 
• Proficient in email, direct mail, paid social, and loyalty programs
• Proven track record of leading the strategic vision of a full CRM program
• Experience with customer segmentation
• Skills:
• Strong understanding of the marketing landscape, CRM tools, and CDP platforms
• Proficiency in Excel
• Experience with Google Analytics, Looker, and Heap
• Approach:
• Collaborative, data-driven, bias for action, and customer-first mindset

Compensation & Benefits

At Brooklinen, our goal is to offer a competitive total compensation package which we determine based on specific market data taking into account our company size, stage, industry, and location. The base salary range for this role is between $165,000- $175,000 with a target bonus.

Beyond base salary, we contribute significantly to offset the cost of health benefits, offer a 401K with a 4% Safe Harbour match, have commuter benefits, and also provide a yearly product allowance. 

We have 14 weeks of 100% paid parental leave for all new parents, year-long Summer Fridays, a workday that starts at 10 am, four weeks of vacation, and a one-month paid sabbatical at your 5th anniversary.

Most importantly of all, our HQ hires receive competitive equity grants. We would be happy to tell you more about this and how to value this part of compensation during our interview process.

Why join us?

• Our team is made up of friendly, funny, welcoming, low-ego, and passionate people -- who also happen to be great at what they do. We all know the people you work with can make or break a job and so we go to great lengths to protect this amazing culture.
• We work hard but are well-rounded and well-rested. Hanging with coworkers is encouraged. So is taking a vacation, getting a great night's sleep (our day starts at 10 am), and getting out of here at a reasonable time (we have year-long summer Fridays that end at 3 pm).
• Care about growth? So do we. We’re growing, so we’ve got tons of exciting growth opportunities for our amazingly talented team. Not the type of place where you wait for your boss to quit before you can get promoted. New projects and business needs pop up every single day, and we always look internally first.
• Hybrid work - our HQ team has 2 days in and 3 days remote schedule.
• And don’t just take our word for it! We’re honored to be recognized by various industry tastemakers for the work we’ve put into our culture and employee engagement, including accolades from LinkedIn Top Startups (in 2020 and 2021!), Inc.’s Best Workplaces and Forbes Best Startup Employers in America (in 2022, 2023, and 2024!).

Everyone is welcome at Brooklinen. We’re passionate about building a team that reflects the diversity of our community and creating an environment where our differences are celebrated. We invite you to take a look at how we’ve done so far and where we know we need to do better.

Our Interview Process

• Initial Interview:
  • Director of Recruitment
• First Rounds:
  • VP of Marketing
  • Director of Growth Marketing
• Second Rounds:
  
  • Senior Manager, Analytics & Insights
  • Chief Marketing Officer
  • Case Study 
• Final Rounds:
  • Chief Executive Officer
  • Chief People Officer
  • Meet & Greet with the Retention team

About Brooklinen

Brooklinen, home of The Internet’s Favorite Sheets, was founded in 2014 with one goal in mind: We want you to be comfortable.

We believe everyone deserves beautiful home essentials, and our approach to provide these is simple: Create high-quality products using the finest materials – from bedding to towels and everything in between – and offer these products directly to our customers (without the luxury markup!). As we’ve expanded beyond the bedroom, introducing bath goods, accessories, loungewear, our Spaces marketplace and IRL retail stores (with many more opening in 2022 and beyond!), our goal of keeping you comfortable has remained at the forefront.

We take pride in our products and think you will, too: Our sheets, towels and more have received over 100,000 5-star reviews and been recognized by numerous industry tastemakers such as Apartment Therapy, Good Housekeeping, The New York Times’ Wirecutter and many more.

#LI-MK