Director of CRM, Product

About Care.com

Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. As moms, dads, pet parents, and caregivers ourselves, we know firsthand how meaningful it is to simplify the process of connecting families with trusted caregivers. Behind the scenes, we’re leveraging cutting-edge technologies, data analytics, and innovative strategies to enhance our platform and deliver an exceptional experience for our users.

The CRM team plays a pivotal role in this mission, acting as the bridge between our product, marketing, and customer engagement efforts. We’re transforming how we engage with our users—families and caregivers alike—by optimizing the tools and systems that drive personalized, seamless, and impactful customer journeys. If you’re passionate about creating products that empower users and enhance lives, Care.com is the place for you.

We are seeking a dynamic and experienced Director of CRM with a strong product focus to lead the strategy, development, and optimization of our CRM platform. This role is pivotal in enhancing our customer engagement, improving user experiences, and driving business growth through effective CRM product management.

Key Responsibilities:

• Develop and execute a comprehensive CRM product strategy that aligns with Care.com’s business objectives and enhances the customer journey for both caregivers and care seekers.
• Define and manage the CRM product roadmap, balancing short-term business needs with long-term scalability and innovation.
• Act as the primary advocate for the CRM platform, championing its importance and aligning its development with company goals.
• Lead the design, development, and deployment of CRM features and functionalities, ensuring scalability, reliability, and user-centric design.
• Partner with marketing, sales, customer service, engineering, and data analytics teams to ensure the CRM platform effectively supports cross-departmental needs and initiatives.
• Utilize customer data and analytics to inform product decisions, personalize user experiences, and drive engagement and retention strategies.
• Oversee the integration of the CRM system with other platforms and tools, ensuring seamless data flow and process automation across the organization.
• Build and mentor a high-performing CRM product team, fostering a culture of innovation, collaboration, and continuous improvement.
• Establish and monitor key performance indicators (KPIs) to assess the effectiveness of CRM initiatives and drive data-informed enhancements.
• Ability to go deep into technical challenges with engineering and third party solution providers

Qualifications:

• Minimum of 10 years of experience in CRM product management or related roles, with at least 5 years in a leadership position, preferably within a double-sided marketplace or consumer technology company.
• Extensive experience with leading CRM, Multichannel marketing platforms such as Iterable, Salesforce, HubSpot, Twilio, Movableink, Monetate, segment, hightouch, Microsoft Dynamics 365, including configuration, customization, and integration.
• Strong understanding of APIs, data management, and system architecture, with experience leading integrations between CRM systems and other platforms like marketing automation tools, billing systems, and customer data platforms (CDPs).
• Knowledge of analytics and reporting tools to measure performance and identify actionable insights, including tools like Tableau, Power BI, or Google Analytics.
• Familiarity with automation, AI, and machine learning features within CRM tools to improve personalization and operational efficiency.
• Strong analytical and problem-solving abilities, with a track record of leveraging data to drive product decisions and business outcomes.
• Proven experience in leading cross-functional teams, managing complex projects, and driving organizational change.
• Deep understanding of customer journey mapping and a commitment to enhancing user experiences.
• Excellent verbal and written communication skills, with the ability to effectively convey complex concepts to diverse stakeholders.

For a list of our Perks + Benefits, click here!

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Company Overview:

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything