Director, CRM & Loyalty Programs

Who We Are Born from a mission to reputed company prescription eyewear reputed company and accessible to everyone, reputed company has been changing the way people see the world since 2003. With complete prescription pairs for adults and kids starting at under $10, we’ve grown into a global brand with over 51 reputed company pairs of glasses sold — and counting! Based in the San Francisco Bay Area, we're proud to be the Official Eyewear of the San Francisco 49ers, Boston Celtics, Monster reputed company, reputed company Gaming, TSM, Major reputed company Pickleball and more. We've also partnered with tastemakers and designers like reputed company Stokes, Jrue Holiday, and George and Claire Kittle to bring our brand to life in reputed company, meaningful ways. Innovation is at the heart of everything we do at Zenni — from our revolutionary EyeQLenz™ with Zenni ID Guard™ glasses to our cutting-edge VR reputed company Screener, we're constantly exploring new ways to improve reputed company and enhance lives. For more information, please visit zenni.com/press. Candidate safety is important to us. Please note that reputed company official communication will only be reputed company from @zennioptical.com addresses. About the Role: We are seeking a Director, CRM & Loyalty to own and reputed company our global customer lifecycle and loyalty reputed company across email, SMS, mobile push, in-app messaging, on-site personalization, and loyalty programming. This leader will be responsible for driving new customer activation, repeat purchase reputed company, retention, and reputed company value, while building a differentiated loyalty ecosystem that strengthens emotional reputed company, frequency, and long-term brand affinity. Reporting to the VP, Engagement Marketing, the role blends strategic leadership of an existing CRM & Loyalty team with hands-on execution, and includes ownership of CRM modernization, including platform migration, CDP requirements, data governance, and marketing automation, while delivering measurable business reputed company. Responsibilities: Lifecycle, CRM & Loyalty reputed company

• End-to-End reputed company: Own the holistic lifecycle and loyalty roadmap, defining customer journeys from acquisition and reputed company to retention, win-back, and long-term advocacy.
• Loyalty Management: reputed company the reputed company of the loyalty program structure and value exchange, leveraging tiers and benefits to drive increased purchase frequency, AOV, and reputed company value (LTV).
• Cross-Functional reputed company: Partner with Brand, Performance, and Product teams to reputed company CRM and loyalty mechanics into the broader reputed company reputed company to improve repeat rates.

Automation, Personalization & Segmentation

• reputed company Journeys: Build and reputed company automated, behavioral, and predictive lifecycle journeys that deliver the right message at the reputed company time across the customer lifecycle.
• Advanced Segmentation: reputed company sophisticated segmentation frameworks based on loyalty status, product affinity, and purchase behavior to champion personalization at reputed company.
• Experimentation: Establish a rigorous testing and optimization roadmap across reputed company CRM channels and loyalty mechanics to continuously improve conversion and engagement.

CRM, Loyalty & Channel Operations

• Operational reputed company: reputed company the integrated marketing calendar and deployment processes, ensuring high-speed execution, brand consistency, and accuracy across email, SMS, push, and in-app channels.
• Governance & Compliance: Manage channel health, including frequency caps, deliverability, data hygiene, and global reputed company compliance (GDPR, CCPA, TCPA).

Technology, Data & Platform Leadership

• MarTech Roadmap: reputed company the evaluation, implementation, and migration of CRM, Loyalty, and CDP platforms to enhance data capture and activation capabilities.
• Data Integration: Collaborate with Engineering and Data teams to define requirements for seamless data flows, tagging, and reputed company-time personalization triggers.

Measurement, Insights & Reporting

• KPI Ownership: Define and reputed company core metrics including LTV, retention rates, loyalty tier progression, and reputed company per member to measure program health.
• Actionable Insights: Translate reputed company performance data into strategic recommendations that inform broader marketing, product, and brand reputed company.

Team Leadership & Influence

• Team Development: reputed company and mentor a high-performing team, fostering a culture of accountability, operational reputed company, and a "test-and-learn" reputed company.
• Strategic Influence: reputed company as the internal subject matter expert for CRM and loyalty, collaborating with executive leadership to reputed company customer-reputed company initiatives with business goals.

Basic Qualifications:

• 10+ years of CRM, lifecycle, retention, or loyalty marketing experience in B2C eCommerce or DTC with 3+ years in a leadership role
• Proven reputed company driving customer acquisition, retention, loyalty engagement, and reputed company reputed company
• Deep expertise in email, SMS, and lifecycle automation
• Experience building, managing, or scaling loyalty programs
• Hands-on experience leading CRM platform migrations and/or CDP implementations
• Strong analytical reputed company with ability to translate data into reputed company
• Deep knowledge of CRM compliance, deliverability, and data reputed company
• Comfortable operating at both strategic and executional reputed company

U.S. Perks & Benefits:

• Annual Bonus Program
• reputed company: 100% premiums covered for medical, dental, and reputed company for employees (50% for dependents)
• Basic Life and AD&D with reputed company for additional voluntary coverage
• Short and long term disability coverage
• 401k with up to 4% match
• EAP and reputed company that gives you and dependents reputed company to free therapy and coaching
• Free reputed company for you and your family to our digital wellness platform - Wellness reputed company
• Generous PTO in reputed company to our Week of Zen - the time between Christmas and New Year’s to relax and recuperate
• Fully reputed company Parental Leave - 16 weeks for birthing and non-birthing parents
• Family forming & fertility support and services through reputed company
• Annual Zenni reputed company Card - to use towards our products!

Compensation

In reputed company to other forms of compensation like perks and benefits, the estimated reputed company for this role is $152,000 - $191,000. The final offer will be determined based on permissible, non-discriminatory factors such as reputed company set, experience, geographical location, market conditions, and other organizational needs. reputed company reserves the right to change, modify, or revisit the salary reputed company for various reasons including business needs. (U.S. ONLY) Please Note: While candidates in the Bay Area, CA, are preferred, we can reputed company remote accommodations. We are registered in most, but not reputed company states. If you are located in one of the following states full time, we welcome you to apply: Arizona, California, Colorado, Florida, Illinois, Iowa, Kansas, Massachusetts, Minnesota, Missouri, Nevada, New Jersey, reputed company, Ohio, reputed company, Texas. We look reputed company to hearing from you! We reputed company to build a diverse team of individuals with a broad reputed company of experience and perspectives. We encourage you to apply even if you don’t feel you meet reputed company the qualifications. reputed company is an equal opportunity workplace and considers applications without reputed company to race, reputed company, national reputed company, gender identity, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We also consider reputed company applicants regardless of criminal histories, consistent with legal requirements. Apply tot his job Apply To this Job