About the Role
Title: Sr. Director, CRM
Location: Remote
Job Description:
Hims & Hers Health, Inc. (better known as Hims & Hers) is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are revolutionizing telehealth for providers and their patients alike. Making personalized solutions accessible is of paramount importance to Hims & Hers and we are focused on continued innovation in this space. Hims & Hers offers nonprescription products and access to highly personalized prescription solutions for a variety of conditions related to mental health, sexual health, hair care, skincare, heart health, and more.
Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS”. To learn more about the brand and offerings, you can visit hims.com and forhers.com, or visit our investor site.
About the Role:
The Senior Director, CRM is responsible for developing and implementing strategies to improve our customer communications. This is done by enabling scalable lifecycle campaigns to ensure customers have a great onboarding and active customer experience. The foundation of success will be measuring the effectiveness of this work on the customer journey and building a messaging platform capable of scaling with the growth potential of the business.
This person will lead all aspects of the company’s CRM efforts, not limited to: Email, SMS, push notifications, in-app content & content development. They will also lead development of the staff, processes, and systems necessary to establish a world-class CRM team. This role will integrate with a large cross-functional group to ensure that Hims and Hers CRM growth is accelerating as we continue to evolve as a business, with success expected across the entire customer lifecycle.
You Will:
- Develop and maintain best-in-class CRM strategy for Hims and Hers product categories that result in strong acquisition and retention metric improvements
- Manage the CRM team, which includes strategists, managers and directors dedicated to CRM campaign management and technical operations
- Foster development for all team members and ensure a healthy work environment for all team members
- Build quarterly road maps of projects to complete to drive channel growth and to support product launches
- Lead team meetings and ensure all team members are evaluating performance trends and prioritizing the most impactful initiatives
- Foster collaborative relationships with cross-functional teams that integrate with CRM growth strategy – category growth, analytics, legal, product & telemedicine
- Interpret key performance metrics, identify trends, and prioritize opportunities for operating income growth through enhancements to customer onboarding, active customer touchpoints & retention strategies
- Report growth results on a regular basis to the broader growth marketing team, using insights to continually optimize performance and identify growth opportunities
- Stay abreast of changes in CRM technology, identify best practices, and bring new opportunities and ideas to fruition
- Identify opportunities for automation leveraging internal/external tools. Act as strategic lead for the integration of AI / ML into CRM strategy
- Work cross-functionally with Growth, Product, Operations, Business Development and Medical teams to increase site traffic and drive conversion
You Have:
- 12+ years of hands-on experience managing CRM strategy + lifecycle marketing
- Experience with various CRM platforms / technology. Braze experience is a plus
- Proven track record of driving measurable revenue and retention improvements
- Strong quantitative analysis skills, an affinity for numbers, and the ability to process complex calculations quickly and accurately
- Functional knowledge of marketing technology and experience with integrating automation in collaboration with product and engineering teams
- Exceptional customer insights and proven success utilizing analytics to provide strategic recommendations and drive concrete action
- Strong written communication and presentation skills
- Self-starter, strong organizational skills, ownership mentality and the ability to prioritize work
- Ability to work in a highly collaborative environment, multi-task and participate in team-based planning process
- Experience managing direct reports with multiple years of experience
Preferred Qualifications:
- Bachelors’ degree in Marketing, Business, Technology or related field, or equivalent work experience