Director, CRM & Lifecycle Marketing

About Us:

Rent the Runway (RTR)  is transforming the way we get dressed by pioneering the world’s first Closet in the Cloud. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry by inspiring women with a more joyful, sustainable and financially-savvy way to feel their best every day. As the ultimate destination for circular fashion, the brand now offers infinite points of access to its shared closet via a fully customizable subscription to fashion, one-time rental or ownership. RTR offers designer apparel, accessories and home decor from 700+ brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hyman’s leadership, RTR has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list multiple times, while Hyman herself has been named to the “TIME 100” most influential people in the world and as one of People magazine’s “Women Changing the World.”

About The Role:

The Director, CRM & Lifecycle Marketing will be a key role within the Revenue team. You will drive strategy and execution to drive healthy customer growth, meaningful engagement with our customer base, and create a best-in-class retention program. 

What You’ll Do: 

• Build a best-in-class multi-channel lifecycle marketing engine that enables personalized cross-channel comms to deliver the right message in the right channel at the right time.
• Drive engagement and loyalty through best-in-class CRM strategies on our email, SMS, direct mail, and other customer retention channels by analyzing current trends and developing long-term strategies. 
• Conduct a strategic review of existing CRM channels and propose how to evolve existing/build out new CRM channels to establish new growth & retention levers for RTR.
• Oversee CRM & lifecycle marketing engine at RTR, including:
• Develop monthly evergreen email and push calendars with the brand marketing  and merch teams. 
• Oversee and execute creative briefs for new and existing campaigns 
• Execute ongoing testing regimen (subject lines, layout, format, frequency, etc.) to continuously improve email performance focused on user engagement
• Partner with brand and product marketing to message Rent the Runway’s brand identity, leverage content and other materials to drive brand loyalty, working on GTM launches, and meet company performance objectives
• Partner with finance and data teams to drive cohort analysis to understand business impact of retention efforts, developing segmentation for use throughout the customer journey
• Create detailed customer journey flows with actionable triggers to drive conversion and engagement based on customer insights
• Lead in the development of weekly, monthly, and ad hoc reporting on email performance
• Stay informed on market trends and retention best practices, including personalization, CRM flows, email deliverability, and innovative creative approaches. 
• Explore new and emerging tools and trends to position Rent the Runway at the front of new opportunities in technology and fashion

About You: 

• Bachelor's Degree and 8+ years of experience in CRM and lifecycle marketing
• Experience managing a direct-to-consumer and/or subscription business CRM team, including experience creating and executing email and other communication platform strategies 
• Ability to work in a competitive, fast-paced and challenging environment and the want to work across multiple cross-functional teams. 
• Experience working with CRM tools, including Sailthru
• Critical thinking and problem solving with a positive attitude is a must. 
• Strong project management skills and attention to detail. 

Benefits:

At Rent the Runway, we’re committed to the wellbeing of our employees, and aim to create a workplace that fosters both personal and professional growth. Our inclusive benefits include, but are not limited to:

• Paid Time Off including vacation, paid bereavement, and family sick leave - every employee needs time to take care of themselves and their family.
• Universal Paid Parental Leave for both parents + flexible return to work program  - because we know your newest family member(s) deserve your undivided attention.
• Paid Sabbatical after 5 years of continuous service - Unplug, recharge, and have some fun!
• Exclusive employee subscription and rental discounts -  to ensure you experience the magic of renting the runway (and give us valued feedback!).
• Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - Your health comes first and we’ve g