Director, CRM & Lifecycle Marketing

SmartSign, LLC is looking for a Director, CRM & Lifecycle Marketing to shape and run the end-to-end CRM program across eCommerce and Inside Sales, powered by HubSpot. This hybrid role in Brooklyn, NY offers a salary of USD 175,000 to 195,000 per year and the chance to build a high-performing CRM team, drive data-driven growth, and optimize customer journeys for maximum lifetime value.

Responsibilities

• Design and execute comprehensive CRM and lifecycle programs spanning email, SMS, push notifications, and in-app messaging.
• Create segmentation, personalization, and journey frameworks to tailor experiences.
• Own the customer contact strategy, setting frequency guidelines and coordinating channels to deliver cohesive experiences.
• Develop and drive the customer strategy focused on growing lifetime value, with a framework to accelerate high-value opportunities by market and vertical.
• Lead ongoing optimization of the CRM platform, with HubSpot as the core system.
• Collaborate with data and engineering teams to ensure clean, scalable customer data models.
• Oversee integrations with the CDP, data warehouse, and marketing technology stack.
• Lead lifecycle programs across key journeys: Acquisition and lead nurture, onboarding, retention and repeat purchases, and winback.
• Establish a testing roadmap including A/B and multivariate experiments and implement continuous optimization loops.
• Define success metrics such as LTV, retention, churn, engagement, and conversion, and track them in dashboards.
• Build reporting frameworks and dashboards in partnership with analytics teams, enabling data-driven decisions.
• Apply attribution, incrementality, and cohort analyses to optimize performance.
• Build and manage a high-performing CRM and lifecycle team and oversee agency and vendor relationships as needed.
• Establish best practices, documentation, and operational rigor to scale the function.

Requirements

• 8-10+ years in CRM, lifecycle, or retention marketing in leadership roles.
• Experience with mid-cap ARR in the $50M to $250M range.
• Must have revenue accountability in past roles.
• Deep experience with HubSpot and/or Salesforce (required).
• Proven track record scaling lifecycle programs in both ecommerce and B2B contexts.
• Experience integrating CRM with data platforms.

Technologies

• HubSpot
• Salesforce
• SQL
• CDP

Technical & Analytical Skills

• Strong understanding of customer data models and segmentation logic
• Event-based tracking and marketing automation
• Comfort with SQL, dashboards, or analytics tools
• Experience with CDPs
• Experience with privacy/regulatory frameworks (GDPR, CCPA)