Senior Director, CRM and Retention

At Handy, we're on a mission to change the way the world purchases home services. Every day, we connect thousands of customers with skilled, friendly home service professionals. Not only does our platform make our customers’ lives a bit easier, it also empowers our service professionals to build businesses of their own. We operate in all major US cities and several locations in Canada and Europe, but we are just getting started.

• Lead the Handy CRM team, driving the infrastructure and systems roadmap, strategy, optimization, execution, and performance of Handy's customer communication efforts across all touchpoints in the customer lifecycle.
• Develop a multi-­channel communication and segmentation strategy, including triggered communication flows, across key retention channels including product, telephone, in-person, email, mail, and mobile messaging.
• Drive a cross-­channel testing plan, including ongoing optimization within and across channels, to drive engagement and loyalty,
• Track, measure and analyze performance across all channels with a focus on lifetime value, ecommerce metrics, and engagement metrics specific to each channel.

• 7-­-10 years of experience in loyalty marketing, omni-­-channel marketing, direct marketing, database marketing, lifecycle marketing, or CRM marketing, preferably in e-commerce or a subscription/membership-­-based model
• Strong analytical background
• Hands-­-on program execution experience in a high-velocity dynamic environment
• Ability to influence and lead both laterally and up/down in an organization.
• Ability to effectively manage multiple priorities in a fast paced environment.
• Consistently deliver against key financial and customer engagement goals.
• Consistently demonstrate strong critical thinking and presentation skills.
• Exhibit behavioral attributes of being resourceful, open-­-minded, inspired by tough challenges, self-­-starting, high-­energy, and flexible