HelloFresh is looking for a strategic, data-driven, & innovative Director of CRM to join our Reactivations Marketing team, based in NYC. You will bring deep expertise in CRM strategy, segmentation, personalization, & automation, while continuously exploring new opportunities to experiment, learn, & drive long-term impact through innovation. With a strong analytical mindset, you thrive on solving complex challenges, diving deep into data to uncover insights, crafting & testing bold ideas to unlock new business opportunities. You will develop & execute innovative CRM strategies that enhance customer lifetime value & maximize efficiency. Beyond execution, you will be a thought leader, driving forward-thinking initiatives, embracing new technologies, expanding automation, and  experimenting with new approaches to redefine how we engage former customers, & set the foundation for future success. If youre passionate about driving CRM innovation, & making a lasting impact, wed love to hear from you. 

You will...

• Develop & execute a comprehensive CRM strategy focused on former customer reactivation for HelloFresh brands, aligning with company vision & objectives to maximize customer engagement & long-term business impact.
• Continuously & proactively explore opportunities to grow CRM channels, assess new technologies, & innovate communication strategies.
• Stay on top of latest industry trends & emerging CRM technologies, proactively improving channel performance & operations.
• Optimize reactivation CRM campaigns to drive incremental conversions, maximize customer lifetime value, & ensure long-term sustainable business impact.
• Establish KPIs & processes to track performance, measure the effectiveness of CRM initiatives, & inform strategic decisions.
• Leverage data-driven insights & deep understanding of former customers to effectively target customer segments, develop personalized messaging, optimize contact cadence, & improve campaign efficiency, resulting in improved customer engagement. 
• Monitor & analyze CRM data to measure campaign effectiveness, generate actionable customer insights & improve overall CRM campaign performance & efficiency.
• Lead end-to-end execution of CRM campaigns, including strategy, creative development, segmentation, automation & testing.
• Design & optimize CRM customer journeys with personalized messaging, triggers, & automation to improve engagement & business impact.
• Partner with product & tech teams on CRM capabilities improvement, automation & personalization initiatives to improve operational efficiency & business impact.
• Identify & implement automation & process improvements to streamline operations & drive organization level efficiency.
• Ensure CRM communications uphold the highest standards of quality, ethics, & compliance, implement governance frameworks to manage risks & optimize customer outreach.
• Collaborate with other marketing channel teams, GTM, product & analytics teams to closely align CRM initiatives towards broader business strategies & long term organizational goals. 
• Lead a high-performing team, fostering a collaborative & supportive culture that empowers team members to grow, stretch their capabilities, & achieve stronger business impact.
• Raise the bar on experimentation, leveraging A/B testing & iterative improvements to continuously optimize CRM performance.

You are...

• Strategic & solutions-oriented thinker who proactively identifies opportunities & drives impactful outcomes.
• Data-driven strategist, with strong business acumen, focusing on long-term outcomes & high-impact initiative. You are able to balance long-term impact with short-term tradeoffs to drive sustainable & scalable solutions.
• Able to balance high-level strategic vision with hands-on execution, ensuring CRM strategies translate into measurable impact. 
• Creative problem solver, combining critical thinking with innovation & data analysis to develop simple, data-driven solutions for complex problems.
• Clear & influential communicator, with excellent written & verbal communication skills. You are able to articulate vision & strategy at all levels of the organization, translate them into actionable plans, & effectively execute. 
• Broad & deep marketing expertise, understanding how various channels complement one another in order to run effective cross-channel marketing campaigns that drive the highest efficiencies.
• Self-starter, capable of recognizing needs & opportunities & acting on them. 
• Curious & resilient, embracing new challenges & accepting discomfort or failure as learning opportunities. You foster a positive learning culture within the organization.
• Growth-driven & adaptable, continuously seeking opportunities to expand skills, challenge status quo, & expand your comfort zone.
• Thrive in a fast-paced environment, while continuously identifying & driving process improvements that create long-term organizational benefits.
• Comfortable with ambiguity, excelling in a large, complex, & matrixed environment.
• Highly organized, with strong prioritization & project management skills.
• Effective team player & cross-functional collaborator, skilled at aligning teams towards the business goals & vision.
• People-first leader, experienced in coaching, mentoring, & motivating a diverse team toward long-term success.
• Values-driven leader. You have deep integrity & hold personal & professional values consistent with HelloFreshs mission & values.

You have...

• Bachelors degree in Marketing, Communications, Business Administration, Marketing Analytics or related field. MBA preferred 
• 10+ years of experience leading CRM or Lifecycle Marketing strategy, preferably in a B2C, D2C, or e-commerce setting.
• 4+ years of experience leading & developing a high-performing team.
• Deep expertise in CRM, including best practices, technology, platforms, & emerging trends. Hands-on technical expertise in the Salesforce Marketing Cloud, & Customer Data Platform (CDP) tools 
• Extensive experience in developing & executing CRM strategies, including personalization, segmentation, loyalty, & targeted marketing. 
• Proven track record of designing & deploying cross-channel programs that optimize messaging, incentives, & engagement tactics to drive conversion & maximize customer lifetime value.
• Strong analytical & hands-on data skills to derive insights to inform strategies, make data-based decisions, optimize performance & drive innovation.
• Excellent verbal & written communication skills, with the ability to influence.
• Ability to manage multiple projects & priorities simultaneously & build scalable & effective processes to handle recurring tasks
• Proven leadership experience, with the ability to influence decision-making among cross-functional stakeholders & senior leadership.
• Proficiency in Google Sheets / Microsoft Excel for data analysis.
• Proficiency in Project Management in agile methodologies & tools like Jira
• Experience in subscription-based businesses is a plus

Youll get

• Competitive salary, 401k with company match that vests immediately upon participation, & company equity plan based on role
• Generous PTO, including sabbatical, & parental leave of up to 16 weeks
• Comprehensive health & wellness benefits with options at $0 monthly, effective first day of employment
• Tuition reimbursement for continuing education
• Up to 75% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, & Factor_)   
• Access to 7 different Employee Resource Groups (ERGs) including those for BIPOC, women, veterans, parents, & LGBTQ+
• Inclusive, collaborative, & dynamic work environment within a fast-paced, mission-driven company that is disrupting the traditional food supply chain

This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks & responsibilities as needed to meet changing business needs, operational requirements, or other factors.