Director, CRM & Loyalty Marketing

About Role

Ring Concierge is a rapidly growing female-founded fine jewelry company specializing in customized engagement rings and fine jewelry. We’re looking for Director, CRM & Loyalty Marketing to own and elevate our customer lifecycle strategy across email, SMS, and emerging channels. This role is both highly strategic and hands-on — you’ll design programs that increase retention, repeat purchase, and customer lifetime value, while also ensuring flawless execution. As our subject matter expert in retention marketing, you’ll partner across creative, merchandising, and integrated marketing to deliver personalized, data-driven communications that strengthen customer loyalty and drive revenue growth.

Responsibilities

• Operate as an individual contributor, with proven ability to define strategy and independently execute retention marketing programs
• Define and lead the retention marketing strategy experience across email (Klaviyo) and SMS (Attentive), including campaign calendar development, list growth strategies, and lifecycle programs that ladder to overall company revenue and retention goals
• Own the flawless execution of all email & SMS campaigns and trigger flows, while establishing best practices and scalable processes for the team and cross-functional partners
• Develop and optimize always-on customer journey flows (welcome, post-purchase, abandonment, loyalty) using insights from customer journey mapping & purchase behavior, ensuring programs continuously evolve with business needs
• Design and oversee a rigorous A / B testing roadmap to consistently optimize all elements of the email / SMS programs, including subject lines, segmentation, creative, send times, and landing experiences
• Deliver robust weekly, monthly, and quarterly reporting to cross-functional leadership, turning insights into strategic recommendations that inform marketing, creative, merchandising, and product decisions
• Drive advanced segmentation strategies across all owned channels to improve customer retention, cross-category loyalty (fine vs. bespoke jewelry), and customer lifetime value
• Partner closely with creative, integrated marketing, and merchandising teams to guide storytelling opportunities that reflect retention insights, ensuring consistent and personalized messaging across all touchpoints
• Oversee and manage relationships with retention marketing vendors, evaluating new technologies and making recommendations to senior leadership on partnership opportunities
• Evaluate, test, and scale emerging retention marketing channels (e.g., direct mail, loyalty programs, retail activations) that complement core email / SMS strategy
• Lead cross-functional projects that impact customer retention beyond marketing, including product inserts, return rate analysis, customer satisfaction surveys, user experience, and loyalty / discounting strategies
• Analyze and lead the optimization of the loyalty program with the goal of strengthening customer retention and brand advocacy.
• Ensure all retention marketing efforts adhere to internal guidelines, industry best practices, and legal regulations (CAN-SPAM, CCPA, GDPR)

Requirements

Details - NYC