CRM Director

Good American is the first fully inclusive fashion brand that celebrates all dimensions of female power. Offering quality, style, and substance in every size — 00-32, we are committed to challenging industry norms by empowering all women to feel sexy and confident no matter their size or shape. The brand was launched in October 2016, by Emma Grede and Khloé Kardashian, to empower all women to celebrate their bodies with confidence by offering high-quality designs in all sizes. What started as the largest denim launch in history, has evolved into an iconic and inclusive fashion line of denim, ready-to-wear, swim, shoes and activewear.

The Director of CRM reporting into the Sr. Director of CRM and Analytics will own the customer file, email & SMS marketing including developing and driving strategy, executing, and analysis of overall email & SMS campaigns, and retention strategies to drive LTV across an omni-channel business. This role will act as the functional expert regarding best practices for all CRM, email and SMS touchpoints within the company. Goals include engaging customers with targeted messages across their life cycle stage to increase conversion rates, revenue, and customer lifetime value.

• Ownership over the customer file, and cohort performance. Collaborates regularly with the growth team to drive strategies which maximize overall LTV through our acquisition and retention efforts.
• Drive customer file growth and model forecasting to inform the growth trajectory of the DTC business.
• Primary ownership of the email & SMS program including revenue, growth, and engagement.
• Drive better processes for cross-functional communication & execution of the strategies. Coordinate with other team members and departments around calendar planning, merchandising, creative elements, and copywriting to create well thought out marketing campaigns that support business goals across all units.
• Implement and optimize on flow/drip campaigns that increase engagement and retention including welcome, post purchase, abandon carts, and more.
• Create and implement flows/drips around lapsed buyers, reactivation, and best customer emails.
• Own end-to-end, all aspects of email & SMS operations including creating, coding, testing, and deployment activities.
• Own analytics and reporting on a campaign, weekly and monthly basis around channel KPI's.
• Continue to ideate and A/B test in order to optimize and improve on all channel KPI's.
• Own and optimize SMS/MMS marketing as it relates to customer retention and engagement.
• Manage and develop 1 direct report.

• Bachelor's Degree in Business, Marketing, eCommerce, or related field
• Strong analytical skills and attention to details
• Excellent communication and presentation skills
• Detail oriented with strong project management skills
• Experience working with top-tier ESP's – Klaviyo is a must
• Knowledge of Looker and Shopify is a plus

Please note that this role requires to be onsite four days a week.

Good American engages in company-wide initiatives to enhance social and environmental performance, including sustainability training, DEI training, volunteering, and involvement in internal committees.

WE ARE B CORP CERTIFIED!!!

As our business has grown, so has our responsibility to our community, our planet, and our operations. Being B Corp certified means we will continue to prioritize people and the planet alongside profit.