Senior Director of Customer Relationship Management, ButcherBox
CRM
+ Annual bonus based on company performance
Meat delivery subscription
Job no longer available
Meat delivery subscription
201-500 employees
Job no longer available
+ Annual bonus based on company performance
201-500 employees
Company mission
To make high-quality meat more accessible to all.
Role
Who you are
- The ideal candidate will have a deep understanding of CRM systems, exceptional leadership skills, and a proven track record in optimizing customer lifecycle management. They will be able to build a strategy and execute against the plan
- 10+ years of experience in CRM management, customer insights, or related fields
- Proven track record of developing and executing successful CRM strategies
- Strong analytical skills and experience with data-driven decision-making
- Excellent leadership and team management abilities
- Exceptional communication and interpersonal skills
- Email marketing experience
- Proficiency in CRM software (e.g. Klaviyo, Iterable, etc.) and data analytics tools
- Ability to thrive in a fast-paced, dynamic environment
- Bachelor’s degree in Marketing, Business Administration, Information Technology, or a related field (MBA preferred)
What the job involves
- As the Senior Director of Customer Relationship Management (CRM) you will lead the strategic vision and execution of CRM initiatives across the organization
- Reporting to the SVP of Marketing, you will partner with the retention and churn program manager, Vice President of Member Insights, and Senior Director of Marketing to develop and implement a cross-functional strategy
- This role is crucial in driving revenue, customer engagement, satisfaction, and loyalty through the effective use of lifecycle marketing strategies, CRM systems and data-driven insights.
- Develop and implement a comprehensive CRM and lifecycle marketing strategy to enhance customer relationships, drive retention, and increase customer lifetime value alongside Commercial and Product teams
- Collaborate with cross-functional teams, including marketing, sales, customer success, product, and commercial, to ensure alignment and integration of CRM initiatives with overall business objectives
- Stay informed about industry trends and advancements in CRM to continuously improve and innovate CRM processes
- Model core values – authenticity, accountability, humility, relentless improvement, and customer obsession
- Possess exceptional change-management skills
- Identify different stages in the customer lifecycle and analyzing behaviors, preferences, and trends. Leverage CRM data to develop deep customer insights and segmentations
- Working with data science team, utilize predictive analytics and machine learning to identify opportunities for personalization and targeted marketing
- Establish key performance indicators (KPIs) and regularly report on CRM performance metrics to senior leadership
- Monitor and analyze customer feedback to identify areas for improvement and address customer pain points
- Onboard and Activation: Ensure new customers understand the value of their subscription and how to use the product
- Engagement and Retention: Create personalized communication strategies to keep subscribers engaged
- Lifecycle Campaign Management: Plan and execute campaigns tailored to different stages of the customer journey
- Design and implement CRM-based customer engagement programs to foster loyalty, increase order and revenue behavior, and reduce churn
- Utilize segments and other customer data to develop personalized communication strategies to enhance the customer experience across various touchpoints
- Create a strategy that balances the need for orders, average order value, and retention/loyalty
- Lead, mentor, and develop a high-performing CRM team
- Foster a collaborative, accountable, action-oriented and data-driven team culture
- Ensure continuous professional development and growth opportunities for team members
- Manages talent pipelines
- Work closely with marketing, product, customer support, data analytics, and commercial teams
- Represent the CRM function in cross-departmental meetings and initiatives
Our take
Dollar sales of meat are on the rise, with a growing consumer preference in the US for sustainably sourced, fairly bought meat. Subscription box purchases across DTC businesses are proving a runaway success, too. So it’s perhaps unsurprising that ButcherBox, a subscription meat company combining all these upwards trends, has been having a strong few years.
Given that ButcherBox hit upon a smart market niche, it is no surprise that competing startups are entering the space - and existing butchers are expanding to take a piece too. FarmFoods, for example, is a highly recommended rival, and Omaha Steaks saw substantial spikes in interest recently. That said, ButcherBox has continued to conduct a savvy marketing campaign that sees it win out on name recognition, and has allowed the company to bootstrap itself to over $600M in revenue and launch in Target.
Recently, the company expanded into the pet food market, capitalizing on its large base of pet-owning customers, a move that holds significant potential as a promising new venture. Additionally, the company made its first acquisition in Truffle Shuffle, a virtual cook-along platform. This acquisition is aimed at boosting consumer confidence across the US, particularly within the ButcherBox community. The company is going from success to success and it will be an exciting one to watch in the coming years.
Freddie
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Company benefits
- Health: Our health benefits include medical, dental, vision, and life insurance, an employer-funded HSA, and short & long-term disability benefits.
- Financial: We offer an annual bonus based on company performance, as well as a generous 401(k) match.
- Paid Time Off: Our unlimited PTO encourages you to take the time you need for the work-life balance that is right for you. We also offer 100% paid parental leave. We believe our best work is done when we have time to recharge.
- Wellness: We offer wellness benefits to both encourage and empower each employee to take the necessary time and action to care for themselves first. This includes fitness reimbursement, mental health counseling sessions, and a variety of other avenues of support for an employee’s whole self.
- Free Meat: When you join ButcherBox you become a member in more ways than one. Each employee gets a free monthly shipment of our custom box. That means you pick the cuts you want, the type of meat you want, and it’s 100% on us. And if you’re not a meat eater, you can ship your box to friends or family, and switch it up as often as you wish.
- Remote-Friendly, Flexible Working: ButcherBox is a flexible workplace. We we have a headquarters in Watertown, Massachusetts, and we have some fully-remote team-members working from home all across the country. We ask that team-members local to the Boston area to come in at least once a week in an effort to build community and collaboration.
Company HQ
Watertown, MA
Leadership
Mike Salguero
(Founder & CEO)Mike previously co-founded CustomMade.com where he served as the CEO for 7 years.
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