Senior Director, Customer Relationship Management (CRM)

Who We Are

ButcherBox is a certified B Corp headquartered in Boston, and honored to be celebrating our second year in a row on Inc.'s list of Best Workplaces. At ButcherBox, we believe in better. That’s why we deliver 100% grass-fed, grass-finished beef, free-range organic chicken, pork raised crate-free, and wild-caught seafood directly to our members’ doors. All of our products are humanely raised or wild-caught and never given antibiotics or added hormones ever.

We’re working to build a world that’s better for all, and we’re inviting everyone to come along. For us, better means treating our planet with respect. It means improving the lives of animals and the livelihoods of farmers. It means never cutting corners when it comes to doing business. Ultimately, it means better meals, enjoyed together. Our team is made up of people who collaborate and support one another. We’re always looking for outstanding people to join our mission! 

About the Role

As the Senior Director of Customer Relationship Management (CRM) you will lead the strategic vision and execution of CRM initiatives across the organization. Reporting to the SVP of Marketing, you will partner with the retention and churn program manager, Vice President of Member Insights, and Senior Director of Marketing to develop and implement a cross-functional strategy.  

This role is crucial in driving revenue, customer engagement, satisfaction, and loyalty through the effective use of lifecycle marketing strategies, CRM systems and data-driven insights. The ideal candidate will have a deep understanding of CRM systems, exceptional leadership skills, and a proven track record in optimizing customer lifecycle management. They will be able to build a strategy and execute against the plan. 

• Develop and implement a comprehensive CRM and lifecycle marketing strategy to enhance customer relationships, drive retention, and increase customer lifetime value alongside Commercial and Product teams
• Collaborate with cross-functional teams, including marketing, sales, customer success, product, and commercial, to ensure alignment and integration of CRM initiatives with overall business objectives
• Stay informed about industry trends and advancements in CRM to continuously improve and innovate CRM processes  
• Model core values – authenticity, accountability, humility, relentless improvement, and customer obsession 
• Possess exceptional change-management skills  

• Identify different stages in the customer lifecycle and analyzing behaviors, preferences, and trends. Leverage CRM data to develop deep customer insights and segmentations
• Working with data science team, utilize predictive analytics and machine learning to identify opportunities for personalization and targeted marketing
• Establish key performance indicators (KPIs) and regularly report on CRM performance metrics to senior leadership
• Monitor and analyze customer feedback to identify areas for improvement and address customer pain points

• Onboard and Activation: Ensure new customers understand the value of their subscription and how to use the product
• Engagement and Retention: Create personalized communication strategies to keep subscribers engaged 
• Lifecycle Campaign Management: Plan and execute campaigns tailored to different stages of the customer journey
• Design and implement CRM-based customer engagement programs to foster loyalty, increase order and revenue behavior, and reduce churn 
• Utilize segments and other customer data to develop personalized communication strategies to enhance the customer experience across various touchpoints
• Create a strategy that balances the need for orders, average order value, and retention/loyalty

• Lead, mentor, and develop a high-performing CRM team
• Foster a collaborative, accountable, action-oriented and data-driven team culture
• Ensure continuous professional development and growth opportunities for team members 
• Manages talent pipelines

• Work closely with marketing, product, customer support, data analytics, and commercial teams
• Represent the CRM function in cross-departmental meetings and initiatives

• 10+ years of experience in CRM management, customer insights, or related fields
• Proven track record of developing and executing successful CRM strategies
• Strong analytical skills and experience with data-driven decision-making
• Excellent leadership and team management abilities
• Exceptional communication and interpersonal skills
• Email marketing experience  
• Proficiency in CRM software (e.g. Klaviyo, Iterable, etc.) and data analytics tools
• Ability to thrive in a fast-paced, dynamic environment
• Bachelor’s degree in Marketing, Business Administration, Information Technology, or a related field (MBA preferred)

What We Offer

Our Values

We are a mission-driven company and strive to embody our values in every step of the process. ButcherBox is driven by relentless improvement, accountability, humility, and customer obsession. We want our workplace to be one of growth and learning where everyone can be safe/comfortable to show up as their authentic self to work. Anyone who loves our products and goals is welcome here! We are proud to be an equal opportunity employer aspiring to incite positive change in the pastures, the fulfillment centers, the office, and the world.

Benefits

•Health: medical, dental, vision, and life insurance, an employer-funded HSA, and short & long-term disability benefits

•Financial: 401(k) with generous employer match

•Annual bonus based on company performance

•Time off: unlimited paid time off policy, 20 weeks parental leave, an executive team that encourages a good work/life balance

•Personal growth: Annual Learning & Development stipend, and access to a range of personal and professional coaching solutions through BetterUp

•Food: a free Custom Classic ButcherBox each month and weekly lunch reimbursement

•Others: reimbursement for wellness activities, an exceptional EAP, fertility benefits, life insurance and more

ButcherBox is an equal opportunity employer committed to fostering a diverse, inclusive environment at all steps in the hiring process. Every qualified applicant will receive consideration without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are happy provide reasonable accommodations during our hiring process. Please click here if you need to request an accommodation for your interview.