CRM Director, Lifecycle Marketing

Roku is changing how the world watches TV Roku is the #1 TV streaming platform in the US, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers. From your first day at Roku, you'll make a valuable -- and valued -- contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines. About the role The CRM Director, Lifecycle Marketing will contribute to Roku's growth by leading the lifecycle marketing strategy with a focus on acquiring new customers and growing and engaging our customer base to drive engagement... retention, and lifetime value. They will be responsible for building out the strategy across all channels including but not limited to email, web, on-device, SMS, loyalty and referral. The ideal candidate will have a consistent track record of delivering measurable growth through testing and optimization, and a strong foundation in the DTC eCommerce space. This candidate should be data-driven, results-oriented, and understand the value of a well-structured test and learn program, with attention to detail and the ability to iterate quickly. The team is looking for a thought leader with experience in building a best-in-class, multi-channel experiences that deliver measurable growth against key growth and retention metrics. What you'll be doing Define the omni-channel CRM vision. Develop a data-driven CRM strategy and approach, including defining KPIs, customer segmentation, and customer journeys. Support team in identifying net new capabilities, setting strategic priorities and building the multi-year roadmap. Heavy partnership with Product Management and Engineering to deliver on the roadmap. Oversee value lever strategy (offers, rewards, promotions) strategy. Be the leader in developing multi-channel marketing strategies for customer lifecycle, acquisition, growth, retention and re-activation programs including e-mail, loyalty, push & SMS. Develop a rigorous testing strategy (A/B and multivariate tests) alongside the team to continually optimize all areas of the programs, including identifying moments to better understand our customer segments and their lifecycle and behaviors across multiple channels. Apply customer segmentation and marketing automation tools to deliver personalized and hyper-targeted customer marketing journeys across multiple touchpoints Partner with our analytics team to build out customer segmentation, cohort analysis and develop LTV insights and actions. Evaluate and manage vendors and tools to execute an effective acquisition, growth & retention program including ESP, loyalty & referral, CRM & analytic tools, etc. Monitor and evaluate campaign results across all channels to understand the efficacy of strategies and tactics for improving engagement and retention. Work with Data Analysis team to understand lift of campaigns against critical metrics. Work with the Content team to improve customer engagement and ensure synced messaging & branding across all touchpoints. Create a global strategic approach to executing CRM in International markets Deliver financial and customer impact through best-in-class CRM Develop and nurture high performing team of CRM experts We're excited if you have 10 years of experience in CRM and lifecycle marketing within a global, matrixed omni-channel consumer goods/electronics organization with DTC eCommerce. 5 years of experience managing, developing and inspiring teams. Strong track record of working in innovative, customer-led landscapes Ability to work in a fast-paced environment while managing competing priorities Strong customer focus, instinct, and passion Proven track record of delivering measurable results (in terms of LTV, churn, etc.) through testing and optimization Knowledge of CRM technology management, with a strong understanding of marketing, data structure, operational databases & segmentation Demonstrated ability to partner with stakeholders across marketing, creative, and e-commerce roles to launch campaigns Deep expertise in email automation Ability to work effectively cross-functionally and maintain strong professional relationships with team members and other various outside vendors Expertise in email compliance and privacy legislation, both domestic and international (specifically: CAN-SPAM; GDPR; CASL; CCPA) Highly organized and meticulous, with an ability to balance and effectively prioritize numerous projects and initiatives Highly analytical and capable of deriving meaning from data through testing and optimization Capacity to coordinate with International, and other internal teams Excellent communication (verbal and written) and collaboration skills and ability to develop and present strategies, insights and results to leadership BS/BA in related field preferred. The Roku culture Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV. We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002. #LI-LJ1 Salary Range: $200K -- $250K Minimum Qualification Brand Marketing & ManagementEstimated Salary: $20 to $28 per hour based on qualificationsShow full descriptionCollapse