Director, Customer Relationship Management - Favorite Daughter, Joe's Jeans, Hudson Jeans, Herve Leger

Essential Duties and Responsibilities

• Lead the strategy, design, and optimization of CRM and lifecycle programs across all channels (email, SMS, push, in-app), serving as the channel expert who monitors industry trends and provides thought leadership on contact strategy and marketing-mix optimization.
• Own the CRM revenue target and P&L contribution across all brands; build channel roadmaps and goals, deliver quarterly business reviews on drivers, opportunities, and risks, and partner with Ecommerce, Analytics, and Marketing leadership on business planning and forecasting.
• Own the customer database and first-party/zero-party data strategy—preference centers, quizzes, progressive profiling, data enrichment, identity resolution, and the CDP roadmap—to grow owned data and improve ID/match rates as third-party cookies deprecate.
• Leverage data, analytics, and purchase behavior to drive segmentation, targeting, and actionable recommendations that improve acquisition, retention, and customer lifetime value.
• Define, track, and report on CRM KPIs (e.g., CLV, retention, satisfaction) through weekly and monthly dashboards, translating results into optimization recommendations.
• Design and lead a comprehensive A/B and multivariate testing program across campaigns, lifecycle flows, and loyalty offerings to optimize creative, messaging, and performance.
• Develop and execute email and SMS strategies—and grow subscriber files through lead generation, referral, sweepstakes, and on-site data capture—to maximize traffic, revenue, and growth/retention goals, balanced with deliverability and compliance.
• Build and optimize lifecycle automation, including reactivation/win-back and post-purchase nurture programs, to reduce churn and increase repeat-purchase rate.
• Evaluate and adopt AI-powered CRM capabilities (AI-assisted content, predictive segmentation, send-time optimization, and automated journey orchestration) to scale personalization and efficiency.
• Own email deliverability, list health, and sender reputation—including authentication (SPF, DKIM, DMARC, BIMI/Branded Mail) and inbox-placement strategy amid evolving mailbox-provider requirements.
• Own and grow loyalty programs across all brands—defining objectives, tiers, benefits, and acquisition; increasing enrollment, engagement, and participation; and owning the loyalty calendar and communications in partnership with Ecommerce, Creative and Marketing.
• Partner with internal and external teams to integrate CRM touchpoints cohesively with other marketing channels and site experiences; manage and develop the CRM team; and perform other duties as assigned.

• Bachelor's degree or equivalent in business, marketing, or a related field.
• 8+ years of CRM, loyalty, lifecycle marketing experience, with 3+ years focused in the apparel industry
• Demonstrated people-leadership experience, including managing, coaching, and developing direct reports.
• Strong business and financial acumen, including experience owning revenue targets and budgets and presenting performance to senior leadership.
• Extensive knowledge of customer journeys, lifecycle campaigns, and segmented communication strategies.
• Experience creating compelling, segment-specific messaging and managing A/B testing, analysis, and reporting to optimize email, SMS, and mobile app performance.
• Strong understanding of digital user experience and digital analytics.
• Experience building scalable CRM processes, workflows, and QA/governance across multiple brands.
• Working knowledge of first-party/zero-party data strategy, customer data platforms (CDPs), identity resolution, and email deliverability/authentication (SPF, DKIM, DMARC, BIMI).
• Familiarity with privacy and digital communication compliance domestically (CAN-SPAM, CCPA/CPRA and the broader wave of U.S. state privacy laws, and TCPA/SMS consent) and internationally (CASL, GDPR).
• Experience managing vendor and agency relationships.
• Excellent written and verbal communication, strong organizational and time-management skills, the ability to manage multiple projects, and high attention to detail.

 Preferred Qualifications

• Hands-on experience with enterprise ESP, SMS, and loyalty platforms (e.g., Bluecore, Klaviyo, Attentive, Yotpo, or comparable), including selecting and implementing CRM/marketing technology.
• Familiarity with applying AI tools to lifecycle marketing (content generation, predictive segmentation, and journey automation).
• Shopify/Shopify Plus experience.
• Budget-management experience.

In return, we provide an industry-competitive salary, along with a comprehensive benefits plan (medical, dental, vision) that includes a matching 401(k), Summer Fridays, generous PTO, merchandise discounts, excellent career development opportunities, and a work environment that reflects our industry leadership. Our social impact program, Centric Cares, focuses on volunteerism to make a difference in communities we live and work in and our D&I committee is shaping the future of diversity, equity and inclusion at Centric Brands though workshops, resources and inspiring conversation.

Salary Range: $160,000-180,000

At Centric Brands, we believe our people are our greatest asset, and we seek to structure competitive compensation offers to ensure that we are able to attract and retain the best talent. Our job postings include an annual base salary range at the time of employment. The stated base salary range represents our good faith estimate as to what candidates are likely to expect, and we tailor our offers within the range based on several factors, including the selected candidate's educational and professional experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process. Base salary is a part of a total compensation package, which, depending on the position, may also include commission earnings, annual bonus and other Centric Brands sponsored benefit programs.

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Centric Brands is an Equal Opportunity Employer

Please note that Centric Brands will only reach out to interview, make an offer of employment or conduct onboarding activities for candidates who have applied through our careers site. When interviewing for a position, the candidate experience will include live interaction, such as a video conference or telephone call, with a Recruiter and/or company employee(s). We will never ask for any money or payments from applicants at any point in the recruitment process. Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here: https://consumer.ftc.gov/articles/job-scams.

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