TrueCar is a leading automotive digital marketplace and we are on a mission to make car buying and selling easy, transparent and efficient. We work to empower consumers with data, and foster connections with our network of Certified Dealers who share our belief that truth, transparency and fairness are the foundation to a great experience. We forge partnerships to power car buying programs for some of America’s most trusted brands. And we continually innovate to provide useful tools, research, market context and pricing transparency to help consumers feel empowered and confident all throughout their journey.
As consumers’ priorities and shopping habits shifted, so did we. We are building a modern day marketplace and invite you to come join the TrueCar Crew. You can have a real & direct impact on our journey as we continue to evolve and revolutionize the car buying and selling experience. We are seeking talented individuals who are excited by our mission to revolutionize & elevate the car buying & selling experience.
The Opportunity:
TrueCar seeks a dynamic and experienced CRM Director, responsible for developing and executing strategies to enhance customer engagement and retention, satisfaction, and loyalty across all touchpoints, through effective CRM systems and processes. As CRM Director, you will help TrueCar transition its managed channel communications into a revenue & engagement-driven marketing function - with a specific focus on creating & deploying large-scale strategic initiatives. This role involves leading a team of CRM professionals, managing CRM software and data, and ensuring alignment of CRM initiatives with business objectives. The CRM Director will work cross-functionally with the marketing, sales, and customer service teams to deliver a seamless and impactful customer experience. The ideal candidate will have a deep understanding of consumer behavior, excellent leadership skills, and a proven track record of driving measurable results in consumer engagement.
How you will contribute to TrueCar’s success:
- Create and implement comprehensive CRM strategies, aligned to broader business objectives, to improve customer acquisition, retention, and lifetime value.
- Bring consumer-centric & lifecycle mastery to the earned marketing side.
- Lead engagement (email/Push/SMS = CRM) team in transition from an execution arm to a revenue-driving marketing function.
- Lead numerous email initiatives with different TrueCar stakeholders and initiatives, and nurture CRM tactics.
- Design and execute CRM-driven marketing campaigns and customer communication strategies.
- Developing the strategy and execution plan for Push/SMS marketing overall for TrueCar.
- Provide high-level strategic guidance on the existing TC+ ‘transactional’ stream.
- Design & deploy an SMS marketing strategy and Push Notification strategy.
- Lead, mento, and develop a high-performing CRM team responsible for consumer experience, including customer service, CRM managers and specialists, and consumer insights.
- Collaborate cross-functionally with marketing, product development, and sales teams to integrate consumer insights into product/service enhancements and marketing campaigns.
- Drive initiatives to increase consumer retention, satisfaction, and value through personalized experiences and targeted communication strategies.
- Oversee the development and execution of consumer communication plans in email marketing, and other digital channels.
- Monitor and analyze consumer feedback and sentiment, leveraging insights to improve consumer engagement strategies..
- Oversee the selection, deployment and maintenance of CRM platforms and technologies, ensuring that CRM systems are fully integrated with other business systems (including marketing automation, ERP).
- Stay informed about industry trends and best practices in consumer engagement and recommend innovative approaches to maintain a competitive edge.
Your Expertise:
- Extensive experience in Consumer Engagement with demonstrated ability with display, programmatic and CTV - both direct and via DSPs
- Expert level understanding of critical metrics: OR, CTR, CTOR, RPE, Channel Attribution, Brand Sentiment and LTV & how they drive strategies
- Experience evaluating and/or completing RFP on ESP or Martech platforms
- Deep understanding of segmentation, targeting, creative & copy development, audience and platform personalization capabilities
- Well-versed in analytics, cross-channel attribution
- Proven success with direct response and e-commerce brands or companies
- Confident leading an iterative, test-and-learn approach
- Deep experience & proven mastery in developing & executing a consumer centric CRM program
- Experience in working with & managing an agency relationship
- Expert level understanding of email cadence/frequency & its impact on short & long term consumer behavior
- Proven success in launching & managing multiple types & categories of emails - ecommerce, transactional, informative, etc
- Knowledgable in the strategy and execution options for Push/SMS marketing overall
Base salary: $141,000 - $216,000
Your TrueCar Experience
As a crew member, you’ll be primarily based out of your home as a part of our Dynamic Workplace strategy. We provide additional benefits & perks to assist our crew members in having a sustainable home workstation including monthly internet/mobile phone service reimbursement and furniture & equipment for your space.
You will receive excellent benefits that include but aren’t limited to 100% employer-paid health/vision/dental premium, 401k with company contribution, equity, a wellness stipend program, and a learning & development reimbursement program. We recognize that everyone needs an occasional recharge, so we offer a flexible PTO policy for exempt TrueCar Crew along with a generous PTO accrual policy for non-exempt TrueCar Crew, in addition to 14 company-paid holidays and 2 floating holidays. In short, we care deeply about our crew members and build employee-centric programs that prove it.
At TrueCar, we believe in the power of diversity to build a deeper understanding of our consumers and partners and drive innovation in our products. We welcome a workforce that reflects all the diversity of car-buying consumers. We encourage everyone interested in our company mission to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that is protected by applicable law. We will consider qualified applicants with arrest and conviction records in accordance with applicable law. In addition, TrueCar will provide reasonable accommodations for qualified individuals with disabilities.
TrueCar does not accept unsolicited agency submissions.
If you are based in California, we encourage you to read this important information for California residents linked here.
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