Director, CRM

CarGurus is seeking a Director of Marketing to set vision and drive execution for the CarGurus customer journey across all our consumer touchpoints and all our product offerings. As the Marketing Leader you will be responsible for evolving and expanding CarGurus' consumer offerings and communications to increase repeat traffic and long-term customer engagement. The leader will own, measure, and grow lead generation through all internal channels including emails and apps, and develop other potential channels such as SMS, push notifications, and inbound and outbound calls. Working with product and engineering partners, the successful candidate will drive all aspects of the work, from selection and management of the MarTech stack, creation of consumer campaigns, and reporting and analytics to drive maximum ROI from efforts.

What You'll Do:

Overall, you will analyze CarGurus' existing email and app marketing campaigns, consider additional channels and approaches, and recommend and execute a zero-based plan to optimize and expand CarGurus' overall Customer Relationship Management (CRM), cross-sell, upsell, and retention. Steps will include:

• Own development and execution of strategy to deliver world class customer lifecycle experience.

• Understand existing MarTech stack capabilities, and, if appropriate, recommend and drive through adoption of new platforms.

• Evaluate existing email programs (frequency, triggers, content, results, etc,) and continually improve all elements to maximize profitability and brand impact.

• Lead efforts to understand customer needs and pain points, and recommend and prioritize new app features/benefits (eg loyalty/car ownership program development), as well as in-app communications, to drive customer engagement with our products .

• Work cross-functionally to package compelling data & information, and editorial content, to deepen CarGurus' relationship with consumers and support CRM/retention goals.

• Ultimately, drive measurable growth in repeat traffic to the site, and significantly increase volume of leads and transaction from consumers who have already visited and/or transacted on our site.

• Working with the brand team, ensure all customer touchpoints serve to make CarGurus the online destination for consumer automotive shopping, buying, selling, and financing.

• Develop and evolve reporting dashboards and ad-hoc analysis to monitor and enable optimization of CRM critical metrics

• Manage and develop a small Consumer retention team, and create strong partnerships with the B2B, Product, and Engineering team to ensure consumer work leverages and supports efforts across the company.

Who You Are:

• 10 years of experience building loyalty, retention, or similar marketing programs

• Expertise in email marketing and customer engagement best practices

• Familiarity with MarTech stack for customer relationship management

• Proven success and expertise in using data to find opportunities and measure the success of programs

• Customer-first mentality – always looking for creative and innovative ways to make the experience better, easier, and more exciting for consumers

• Strong test-and-learn mentality to get ideas to market quickly and iteratively build on those that show promise

• Great teammate that works well in collaborative situations and is comfortable working closely with/through engineering

• Excellent communication and interpersonal skills with ability to write and edit copy and provide a clear point of view on creative, scripts, etc.

• Prior experience in a fast-paced, results oriented environment

• Strong work ethic and desire to be part of a top performing team