Director, Customer Relationship Managment

American Greetings is seeking a strategic and hands-on Director of Customer Relationship Management (CRM) to lead lifecycle marketing and retention efforts for our digital subscription business. This role is responsible for driving member engagement, retention, reactivation, and revenue growth through data-driven, multi-channel CRM strategies. The ideal candidate will own the end-to-end customer lifecycle, from onboarding through renewal and win-back, while building scalable programs that deliver measurable business impact. As a key leader within a cross-functional team, the Director of CRM will develop and execute innovative campaigns across email, SMS, push notifications, in-app messaging, and on-site personalization. This individual will combine strong analytical expertise with creative problem-solving to optimize performance, enhance customer experiences, and achieve ambitious growth targets. The role also oversees organic social and PR strategies, ensuring a cohesive and compelling brand presence across all customer touchpoints. This is an exciting opportunity for a results-driven CRM leader with deep experience in subscription-based models to shape lifecycle strategy, implement best-in-class marketing automation, and drive meaningful revenue and membership growth.

Essential Duties and Responsibilities:

Define and own CRM strategy and roadmap aligned to company objectives Build, manage, and optimize end-to-end lifecycle programs: welcome/onboarding, activation, retention, win-back/reactivation, renewal, upsell/cross-sell, and re-engagement. Design and implement segmentation, personalization, and journey orchestration across email, push, SMS, in-app, and site messaging.

Lead experimentation and optimization:

develop hypothesis-driven tests (A/B, multivariate), prioritize by expected impact, and measure results against KPIs. Set and track CRM KPIs (churn, retention, LTV, MRR, ARPU, activation rate, engagement metrics, deliverability, conversion rates) and provide regular reporting to leadership. Own the development and execution of the organic social strategy across accounts for AGI's portfolio of brands Responsible for the development and execution of all PR related activities associated with all brands within the AGInteractive portfolio Collaborate with creative/product teams to iterate copy, templates, and assets. Manage CRM technology stack (Iterable), data integrations, customer data platform (CDP), and marketing automation to ensure reliable segmentation, tracking, and attribution. Partner with Data/Analytics and Engineering to maintain data hygiene, event instrumentation, identity resolution, and reporting pipelines. Own lifecycle revenue and membership forecasting and budget for CRM channels. Ensure compliance with privacy and deliverability best practices (GDPR, CCPA, CAN-SPAM) and maintain high email/SMS deliverability standards.

Experience Required:

Minimum Qualifications:

Proven track record of successfully leading CRM/lifecycle marketing for subscription or recurring-revenue consumer digital products Demonstrated ability to drive measurable revenue and membership growth through CRM programs Experience managing team members and cross-functional stakeholders Strong analytic orientation with experience running experiments and interpreting results

Required Length and Type of Experience:

10+ years in CRM, lifecycle, retention, or email marketing with at least 3 years in a leadership role Direct experience in subscription-based business models (SaaS, digital subscriptions, membership or e-commerce with recurring revenue). Hands-on experience with CRM/marketing automation tools, most notably Iterable Strong experience with analytics platforms and experimentation tools (GA4, Mixpanel, Amplitude, Optimizely or similar) and familiarity with SQL or working closely with analysts. Demonstrated experience managing deliverability, inbox placement, and compliance Experience with personalization and journey orchestration at scale

Knowledge, Skills & Abilities:

Deep knowledge of lifecycle marketing frameworks, retention tactics, subscription metrics (churn, cohort analysis, CLTV), and revenue forecasting Familiarity with CDPs, segmentation strategies, and identity resolution techniques Strategic thinking and roadmap development that ties CRM activities to business outcomes Excellent technical literacy with marketing automation platforms, CRM tooling, A/B testing, and tracking instrumentation Translate data into actionable campaigns and product changes that improve retention and revenue Prioritize high-impact initiatives and allocate resources effectively to meet growth targets Scale operations and automation for a growing subscriber base while maintaining personalized experiences

Education Required:

Bachelor's degree in Marketing, Business, Analytics, Communications, or related field (or equivalent work experience). MBA or advanced degree is a plus but not required. Career Site Category Corporate Jobs Director, Customer Relationship Managment 3.7 3.7 out of 5 stars Westlake, OH American Greetings 1,963 reviews American Greetings is seeking a strategic and hands-on Director of Customer Relationship Management (CRM) to lead lifecycle marketing and retention efforts for our digital subscription business. This role is responsible for driving member engagement, retention, reactivation, and revenue growth through data-driven, multi-channel CRM strategies. The ideal candidate will own the end-to-end customer lifecycle, from onboarding through renewal and win-back, while building scalable programs that deliver measurable business impact. As a key leader within a cross-functional team, the Director of CRM will develop and execute innovative campaigns across email, SMS, push notifications, in-app messaging, and on-site personalization. This individual will combine strong analytical expertise with creative problem-solving to optimize performance, enhance customer experiences, and achieve ambitious growth targets. The role also oversees organic social and PR strategies, ensuring a cohesive and compelling brand presence across all customer touchpoints. This is an exciting opportunity for a results-driven CRM leader with deep experience in subscription-based models to shape lifecycle strategy, implement best-in-class marketing automation, and drive meaningful revenue and membership growth.

Essential Duties and Responsibilities:

Define and own CRM strategy and roadmap aligned to company objectives Build, manage, and optimize end-to-end lifecycle programs: welcome/onboarding, activation, retention, win-back/reactivation, renewal, upsell/cross-sell, and re-engagement. Design and implement segmentation, personalization, and journey orchestration across email, push, SMS, in-app, and site messaging.

Lead experimentation and optimization:

develop hypothesis-driven tests (A/B, multivariate), prioritize by expected impact, and measure results against KPIs. Set and track CRM KPIs (churn, retention, LTV, MRR, ARPU, activation rate, engagement metrics, deliverability, conversion rates) and provide regular reporting to leadership. Own the development and execution of the organic social strategy across accounts for AGI's portfolio of brands Responsible for the development and execution of all PR related activities associated with all brands within the AGInteractive portfolio Collaborate with creative/product teams to iterate copy, templates, and assets. Manage CRM technology stack (Iterable), data integrations, customer data platform (CDP), and marketing automation to ensure reliable segmentation, tracking, and attribution. Partner with Data/Analytics and Engineering to maintain data hygiene, event instrumentation, identity resolution, and reporting pipelines. Own lifecycle revenue and membership forecasting and budget for CRM channels. Ensure compliance with privacy and deliverability best practices (GDPR, CCPA, CAN-SPAM) and maintain high email/SMS deliverability standards.

Experience Required:

Minimum Qualifications:

Proven track record of successfully leading CRM/lifecycle marketing for subscription or recurring-revenue consumer digital products Demonstrated ability to drive measurable revenue and membership growth through CRM programs Experience managing team members and cross-functional stakeholders Strong analytic orientation with experience running experiments and interpreting results

Required Length and Type of Experience:

10+ years in CRM, lifecycle, retention, or email marketing with at least 3 years in a leadership role Direct experience in subscription-based business models (SaaS, digital subscriptions, membership or e-commerce with recurring revenue). Hands-on experience with CRM/marketing automation tools, most notably Iterable Strong experience with analytics platforms and experimentation tools (GA4, Mixpanel, Amplitude, Optimizely or similar) and familiarity with SQL or working closely with analysts. Demonstrated experience managing deliverability, inbox placement, and compliance Experience with personalization and journey orchestration at scale

Knowledge, Skills & Abilities:

Deep knowledge of lifecycle marketing frameworks, retention tactics, subscription metrics (churn, cohort analysis, CLTV), and revenue forecasting Familiarity with CDPs, segmentation strategies, and identity resolution techniques Strategic thinking and roadmap development that ties CRM activities to business outcomes Excellent technical literacy with marketing automation platforms, CRM tooling, A/B testing, and tracking instrumentation Translate data into actionable campaigns and product changes that improve retention and revenue Prioritize high-impact initiatives and allocate resources effectively to meet growth targets Scale operations and automation for a growing subscriber base while maintaining personalized experiences

Education Required:

Bachelor's degree in Marketing, Business, Analytics, Communications, or related field (or equivalent work experience). MBA or advanced degree is a plus but not required. Career Site Category Corporate Jobs