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Boxed // mobile bulk shopping
New York City, NY    Posted: Thursday, December 02, 2021
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About the company

Boxed is the easiest & most modern way to shop for bulk goods. As a mobile-first company, customers can shop directly from Boxeds app on their iOS or Android mobile device, or online at With Boxed, customers can have their household, personal care, & pantry favorites delivered conveniently to their home or office.

Our office is a dynamic, collaborative family of individuals. A technology company at core, we are a vibrant, fun & close group of engineers, designers, marketers, & operations specialists with a passion for driving superior value & experience to our customers.Were a late stage startup that places technology & innovation at the heart of all that we do.

Our technology platform & automated, state-of-the-art fulfillment centers make headlines, & our systems utilize machine learning, predictive analytics, & other technologies to ensure a delightful B2C & B2B e-commerce experience. While technology is at the core of what we do, providing a personalized, thoughtful, & seamless shopping experience is at the heart of who we are.

Job description:

Boxed is seeking a CRM & Retention Marketing Lead, in the post of Director of Customer Retention, to drive strategy & execution around engaging our customer base to drive repeat sales & loyalty. Youll know youre the right person for this gig if you have a passion for lifecycle marketing, geek out when it comes to consumer e-commerce behavior & stay up all night obsessing over how to build a best-in-class retention marketing program.

Reporting to the CMO, this person will oversee all of our multi-channel retention marketing programs across email, push, SMS & direct mail with the goal of maximizing customer lifetime value & driving loyalty. 

Our ideal candidate will have 10+ years of experience leading e-commerce customer retention & CRM initiatives. We're looking for a data-driven professional who has a strong passion for providing the best customer experience possible as well as a strongly developed right side brain (yes, we know we are looking for a unicorn). Perhaps as importantly, we want someone who is curious, proactive & will challenge the team at every turn, asking tough questions & ensuring that the quality & personalization of our message is never sacrificed. 

Finally, as with any start-up, we need a leader & a do-er; someone who can develop a strategy & delegate appropriately but also get in the weeds & manage/execute programs, no matter how tactical.

You will:

  • Be responsible for leading all CRM & retention marketing efforts & increasing engagement & loyalty with new & existing customers 
  • Drive the strategy around all of our customer engagement efforts, working throughout the organization & with relevant agencies/partners to execute initiatives  
  • Develop & execute email & push marketing strategies & communications in promotional; transactional; lifecycle; triggered; & rewards-focused campaigns to drive growth & win-back
  • Develop & implement a cohesive & integrated mobile push/sms strategy
  • Assess current ESP / CRM platforms & make appropriate recommendations to continually optimize & improve
  • Work closely with the Technology team to assess & implement the most appropriate technology (whether external or internal) to support retention/CRM strategy
  • Integrate with Loyalty Marketing lead on key rewards initiatives, often from ideation to execution to analytics
  • Partner with the Merchandising team & suppliers to develop targeted strategies & campaigns to support various products/opportunities
  • Work closely with finance operations & internal leadership to analyze & assess efficacy of initiatives & how they are supporting larger organizational goals
  • Lead key internal initiatives aimed at driving growth through customer re-engagement
  • Work with the email marketing coordinator to refine & improve & optimize all email KPIs
  • Work with creative team to develop a deep understanding of what resonates with our customers & optimize content/messaging accordingly
  • Constantly stay informed with best in class retention practices, including 1:1 personalization, triggers, email deliverability, to send frequency, to subject line best practices & best-in-class creative approaches.


  • A Bachelor's Degree & 10 years experience in e-commerce 
  • Experience managing teams & working within various ESP/CRM platform(s)
  • A proven leader, communicator & strategist
  • Strong understanding of the financial aspect of retention marketing within an e-commerce company
  • Love executing a project from start to finish - not afraid to get your hands dirty
  • Proficient in HTML or have a strong desire to learn
  • Be cool. Culture is very important to us
  • Comfortable with failing; learning; trying again. 

Benefits & Perks:

  • Working with smart, positive people
  • Competitive salary
  • Stock options
  • Unlimited vacation
  • Full healthcare benefits.

OUR package for you!

Alongside our customer focus & technology DNA, we pride ourselves on our employee centric mentality. NBC Nightly News called our CEO, Chieh Huang, Americas Dream Boss for our generous benefits. Every day is bring your dog to work day at Boxed! In addition, our team enjoys competitive compensation plus stock options, endless snacks, flexible parental leave, unlimited paid time off, company lunches, & lots of other perks -- just some of the reasons we made Crains list of best places to work in NYC. Wed love to meet you, so apply today! 

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