Director, CRM

About the Role:

The CRM team is responsible for growing Tubi’s user base through timely & relevant communication. Tubi has strong product-market fit, which makes working on growth incredibly rewarding. We are looking for a strong leader in this space to lead our team of CRM managers and be a thought leader in all our user engagement and retention efforts.

In this role you will own all user communication in key lifecycle moments via various CRM channels - email, push and in-app messaging. You will reach millions of users on a daily basis while driving tremendous impact for the business. You will improve the lifetime value of users by educating them on the best of Tubi and delivering delight through timely and relevant recommendations.

In addition to the CRM team, you will lead a cross-functional team of Engineers, Data Scientists and Product Managers on various tech & analytics initiatives. You will constantly evolve this process to improve the execution velocity and effectiveness of the CRM function.

Responsibilities:

• Identify significant opportunities to improve user engagement and retention
• Inspire a unified vision and direction towards the achievement of business goals
• Leverage user insights, analytics and market research to inform CRM strategy and roadmap
• Influence the company’s strategy, not limited to CRM. Good at influencing without authority
• Proactively present a narrative around wins, learnings & opportunities in weekly business reviews to get exec alignment and sponsorship
• Lead and mentor a team of CRM managers
• Consistently grow the impact of CRM on key business metrics
• Lead a cross-functional team of engineers, designers and data scientists to build tech for CRM and enhance CRM’s performance measurement system to generate actionable insights
• Bring new and powerful ideas from latest industry trends, technologies and partnerships

Your Background:

• Master’s or Bachelor’s degree from an accredited university, or equivalent work experience
• 5+ years of people leadership experience
• 7+ years of hands-on CRM execution experience, ideally in a high-growth B2C company
• Experience working cross functionally with various teams - content, marketing & product
• Proven track record of driving measurable business impact and growing the impact YoY
• Exceptional at explaining ideas, concepts and complex architecture
• Very comfortable with assessing retention opportunities based on qualitative and quantitative customer insights. Strong background in problem solving, analytics and strategy
• Able to define roadmap, strategy and goals for your area(s) tied to company objectives
• Well organized and capable of juggling multiple stakeholders and requests simultaneously

Preferred Background:

• Prior role in product management, consulting, strategy and/or analytics is a bonus. This role requires a combination of skills akin to a product manager - empathy for customers, the ability to clearly communicate customer needs, starting with a clear hypothesis, applying a data-driven approach towards defining actions, setting goals and measuring outcomes
• Adept at managing collaboration with engineering teams - writing clear specifications for CRM features, prioritizing the work, negotiating implementation of your projects, making technical/design tradeoffs and assuring feature quality before it’s shipped
• Strong understanding of experimentation fundamentals, experience running A/B tests
• Experience with Braze is a bonus, but not a must have
• Passionate about “Growth”, very familiar with growth concepts

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