Director of Customer Relationship Management

Job Description

Job Description

Who We Are

ButcherBox is a certified B Corp headquartered in Boston, and honored to be celebrating our second year in a row on Inc.'s list of Best Workplaces. At ButcherBox, we believe in better. That’s why we deliver 100% grass-fed, grass-finished beef, free-range organic chicken, pork raised crate-free, and wild-caught seafood directly to our members’ doors. All of our products are humanely raised or wild-caught and never given antibiotics or added hormones ever.

We’re working to build a world that’s better for all, and we’re inviting everyone to come along. For us, better means treating our planet with respect. It means improving the lives of animals and the livelihoods of farmers. It means never cutting corners when it comes to doing business. Ultimately, it means better meals, enjoyed together. Our team is made up of people who collaborate and support one another. We’re always looking for outstanding people to join our mission!

About the Role

Reporting to the Chief Marketing Officer, the Director of Customer Relationship Management (CRM) will lead the strategic vision and execution of CRM initiatives across the organization. This role will be responsible for owning and optimizing the end-to-end customer journey across notifications channels : currently including email and SMS. 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. Success in this role requires taking full ownership of projects, collaborating across teams, and delivering measurable business impact with minimal guidance.

Sitting within the Marketing team and partnering closely with Commercial, Member Experience, Analytics, Data Science, and Technology, this role is both strategic and hands-on : you will be designing the roadmap, leading the team, and delivering measurable impact. The ideal candidate will have a data driven, problem solving orientation, deep understanding of CRM systems, exceptional leadership skills, and a proven track record in optimizing customer lifecycle management.

Key Responsibilities

• Develop and execute end-to-end lifecycle marketing strategies across the customer journey, from acquisition through retention and reactivation.
• Create ‘right time, right message, right customer’ communication strategy across customer segments.
• Develop and execute a data-driven retention strategy with aggressive growth targets.
• Designing and executing testing roadmap to optimize engagement, conversion, creative, timing, and targeting strategies
• Collaborate cross-functionally with acquisition, product, and customer experience teams to ensure consistency across entire customer experience
• Understand and create cohesive CRM strategy that balances the jobs to be done – onboard, engage, upsell, and drive loyal consumer behavior.

Lead revenue retention initiatives from ideation through execution, partnering across the organization to leverage our full slate of programs (including Loyalty Program (Sizzle Society), Referrals, Deals) to create the right messaging and personalization strategy to maximize customer lifetime value and engagement

Ideal Candidate Profile

Qualifications

What We Offer

Our Values

We are a mission-driven company and strive to embody our values in every step of the process. ButcherBox is driven by relentless improvement, accountability, humility, and customer obsession. We want our workplace to be one of growth and learning where everyone can be safe / comfortable to show up as their authentic self to work. Anyone who loves our products and goals is welcome here! We are proud to be an equal opportunity employer aspiring to incite positive change in the pastures, the fulfillment centers, the office, and the world.

Benefits

ButcherBox is an equal opportunity employer committed to fostering a diverse, inclusive environment at all steps in the hiring process. Every qualified applicant will receive consideration without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are happy provide reasonable accommodations during our hiring process. Please click here if you need to request an accommodation for your interview.

ButcherBox does not use artificial intelligence (AI) tools in any part of our hiring process. If you would like more information about how your data is processed, please contact us.