Director, Customer Relationship Management -Favorite Daughter, Joe's Jeans, Hudson Jeans, Herve Leger

About Us

Centric Brands is a leading lifestyle brand collective that designs, sources, markets and sells high quality products in multiple segments, including women’s, men’s and kid’s apparel, accessories, entertainment and beauty. Centric Brands is focused on our customers and our brands that will drive the company’s future growth. We are defined by innovation as we seize new opportunities and thrive in an environment informed by creativity and thinking that is both analytical and outside the box. Centric Brands reflects a team built on respect, for others and for the hard work it takes to achieve our goals and build our bright future together.

The Director, CRM, Retention & Lifecycle Marketing will develop and execute strategies to optimize customer communication, engagement, loyalty, and retention across four premium fashion brands (Joe's Jeans, Hudson Jeans, Hervé Léger, and Favorite Daughter). Leading the design and implementation of effective CRM programs across multiple channels—including email and SMS—this role will elevate the customer experience, maximize campaign ROI, and scale performance through first-party data and AI-driven personalization. It carries direct accountability for lifecycle revenue growth and retention outcomes, owns the cross-brand CRM roadmap and technology stack, and is expected to set vision, build scalable operating models, lead a high-performing team, and serve as the organization's primary CRM thought leader. The ideal candidate is results-oriented, with a proven track record of managing complex multi-channel lifecycle marketing programs for ecommerce businesses, and excels in project management, customer segmentation and experience, analytics, and cross-functional collaboration.

Specific Responsibilities Would Include

Essential Duties and Responsibilities

• Lead the strategy, design, and optimization of CRM and lifecycle programs across all channels (email, SMS, push, in-app), serving as the channel expert who monitors industry trends and provides thought leadership on contact strategy and marketing-mix optimization.
• Own the CRM revenue target and P&L contribution across all brands; build channel roadmaps and goals, deliver quarterly business reviews on drivers, opportunities, and risks, and partner with Ecommerce, Analytics, and Marketing leadership on business planning and forecasting.
• Own the customer database and first-party/zero-party data strategy—preference centers, quizzes, progressive profiling, data enrichment, identity resolution, and the CDP roadmap—to grow owned data and improve ID/match rates as third-party cookies deprecate.
• Leverage data, analytics, and purchase behavior to drive segmentation, targeting, and actionable recommendations that improve acquisition, retention, and customer lifetime value.
• Define, track, and report on CRM KPIs (e.g., CLV, retention, satisfaction) through weekly and monthly dashboards, translating results into optimization recommendations.
• Design and lead a comprehensive A/B and multivariate testing program across campaigns, lifecycle flows, and loyalty offerings to optimize creative, messaging, and performance.
• Develop and execute email and SMS strategies—and grow subscriber files through lead generation, referral, sweepstakes, and on-site data capture—to maximize traffic, revenue, and growth/retention goals, balanced with deliverability and compliance.
• Build and optimize lifecycle automation, including reactivation/win-back and post-purchase nurture programs, to reduce churn and increase repeat-purchase rate.
• Evaluate and adopt AI-powered CRM capabilities (AI-assisted content, predictive segmentation, send-time optimization, and automated journey orchestration) to scale personalization and efficiency.
• Own email deliverability, list health, and sender reputation—including authentication (SPF, DKIM, DMARC, BIMI/Branded Mail) and inbox-placement strategy amid evolving mailbox-provider requirements.
• Own and grow loyalty programs across all brands—defining objectives, tiers, benefits, and acquisition; increasing enrollment, engagement, and participation; and owning the loyalty calendar and communications in partnership with Ecommerce, Creative and Marketing.
• Partner with internal and external teams to integrate CRM touchpoints cohesively with other marketing channels and site experiences; manage and develop the CRM team; and perform other duties as assigned.

Our Best Fit Candidate Would Have

• Bachelor's degree or equivalent in business, marketing, or a related field.
• 8+ years of CRM, loyalty, lifecycle marketing experience, with 3+ years focused in the apparel industry
• Demonstrated people-leadership experience, including managing, coaching, and developing direct re