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

Box Discount - Amazing discounts on 1 box per week! 75% discount on weekly HelloFresh & Chefs Plate meal kits AND 50% off weekly Factor meal box.
Health & Wellness - Health & Dental benefits from day 1, a Health Spending Account, unlimited access to the Headspace app to meet your self-care needs, & 25% discount on GoodLife fitness memberships!
Vacation & PTO - Time off is also an important part of self-care! We offer generous vacation & PTO to help you create a good work-life balance. 
Family Benefits - A parental leave top-up program for expectant parents.
Growth & Development - We support your career progression, provide development opportunities, & invest in your continued learning through our organization wide L&D fund.
Work Hard & Have Fun - From team socials to engaging company days, youll have plenty of opportunity to experience the fun!
Diversity & Inclusion Initiatives - With impactful ERGs like FreshPride, Women Empowered & LIMES, we are committed to our diversity, equity & inclusion efforts.
Food Puns - this one is kind of a big dill if you havent already noticed. We even have some punny meeting room names!

Working Conditions
Its no surprise that as a food company, we use many ingredients that may be considered common allergens (i.e. peanuts, tree nuts, milk, etc.). Whether this role is based out of our headquarters or one of our distribution centers, it is possible that you may be exposed to such allergens in this role. If you have any concerns with being exposed to any particular food ingredients, including meat, please disclose this during the hiring process. 

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.