Head of CRM

Lifecycle Strategy & Business Ownership:

• Own lifecycle revenue, retention, repeat rate, and LTV performance across CRM channels
• Define and maintain the lifecycle roadmap across acquisition, onboarding, engagement, retention, reactivation, and loyalty aligned with Mixbook’s brand vision
• Act as the single accountable owner for CRM strategy, prioritization, and results

Channel & Program Leadership:

• Set strategy and guardrails across email, SMS, push notifications, direct mail, loyalty, and referral programs to meet or exceed revenue goals
• Ensure strong orchestration across channels, balancing short-term performance with long-term customer value
• Establish promotion and messaging governance to drive sustainable lifecycle performance

People Leadership & Org Development:

• Lead, mentor, and develop CRM Manager(s) while setting clear operating standards and expectations
• Act as a player-coach when needed, stepping in on reporting, analysis, or select execution during high-impact moments
• Provide hands-on leadership for new initiatives to drive speed, clarity, and quality