Director of CRM & Retention (Primal Harvest)

 ABOUT PRIMAL HARVEST 

Primal Harvest is a leading holistic wellness brand dedicated to empowering individuals to take charge of their health and well-being through high-quality, natural products. Primal Harvest offers a range of high-quality supplements and wellness products designed to support various health needs, including immunity, gut health, sleep, and joint care.   

As a Direct-to-Consumer brand, we pride ourselves on transparency, trust, and creating a dependable wellness foundation for our customers. Primal Harvest was founded in 2018 and is a brand of Prime6 Brands GmbH and Primal Harvest LLC, with two international hubs in Miami, Florida, USA and Cologne, Germany. Learn more at primalharvest.de / primalharvest.com 

WORKPLACE 

US Remote (EST hours) 

ABOUT THE ROLE 

We are seeking a strategic and results-driven Director of CRM & Retention to lead customer relationship management and retention efforts across multiple channels. This role will focus on building and optimizing CRM campaigns, improving the post-purchase experience, and leveraging data for segmentation and personalization. The ideal candidate will have a strong background in CRM, customer engagement, and retention strategies, with experience managing tools and conducting in-depth analyses to drive business growth. 

WHAT YOU WILL DO 

Customer Marketing Strategy: Lead the planning, development, and execution of CRM campaigns in partnership with the brand team. Manage campaigns across various channels, including email, SMS, push notifications, and in-app messaging to engage and retain customers. 

Post-Purchase Consumer Experience: Collaborate cross-functionally to design and implement a comprehensive post-purchase experience that adds value and enhances customer retention, offering more than just the core product. 

Toolset Optimization for Customer Engagement: Manage and optimize customer engagement tools (e.g., ESP, Referral, Recharge) to drive meaningful customer interactions and results. Ensure the toolset remains competitive and aligned with business goals. 

Segmentation Strategy Development and Implementation: Develop and implement a thoughtful segmentation strategy by identifying key data points and deepening the understanding of customer behavior. Integrate segmentation into CRM efforts to enhance personalization and targeted engagement. 

Testing & Analysis for Continuous Improvement: Conduct tests and analyze the performance of CRM campaigns to continuously optimize tactics. Use data-driven insights to inform strategic decisions and improve the effectiveness of all CRM initiatives. 

Own the performance and operational success of CRM channels by managing their execution, optimization, scalability, testing, and reporting, ensuring they provide a strong foundation for marketing efforts while driving retention, CLV, and business growth. 

Develop and implement tactical CRM initiatives to enhance customer experience across key touchpoints—including email, SMS, Recharge, and e-commerce interactions—focusing on converting prospects, engaging non-subscribers, and retaining subscribers, with an emphasis on channel performance over content or creative direction. 

Leverage customer data and insights to identify opportunities for segmentation, personalization, and targeted interventions, enabling marketing teams to create impactful strategies while maintaining responsibility for channel infrastructure, operational testing, and execution. 

Own and optimize the CRM tech stack, Recharge touchpoints, and e-commerce customer interactions by managing relationships with tech partners, leading the discovery and implementation of new tools, and ensuring seamless lifecycle marketing capabilities, retention tools, and operational scalability. 

Monitor, analyze, and report on CRM performance metrics, including testing results, to refine channel operations, uncover actionable opportunities, and improve acquisition, retention, and overall performance from a business perspective. 

Requirements

WHAT YOU BRING 

• 7+ years of experience in CRM, retention marketing, or customer lifecycle management within a DTC (Direct-to-Consumer) brand. 

• Proven success in leading and executing multi-channel CRM campaigns. 

• Strong understanding of segmentation strategies and experience in personalization techniques. 

• Proficiency with CRM and customer engagement tools (e.g., ESP, SMS platforms, loyalty/reward programs). 

• Excellent analytical skills, with a data-driven approach to testing and optimizing customer retention strategies. 

• Strong communication and leadership skills, with experience working cross-functionally. 

Benefits

At Primal, you’ll be part of a fast-growing health and wellness brand where your work truly makes an impact. Join us in our mission to educate, inspire, and empower people to take charge of their health and well-being. By contributing to our dynamic team, you’ll play a vital role in shaping a healthier future. Plus, we offer a range of incredible US benefits and perks, including: 

• Comprehensive Health Benefits  

• Generous Paid Time Off and Holidays 

• Paid Parental Leave (primary & non-primary)  

• Short-term and Long-term disability  

• 401K + Match 

• Health & Wellness Perks 

• Flexible working options  

• Team Events 

• Product Discounts  

Primal Harvest offers a comprehensive benefits package. The annual base salary range for this position is $110,000-$125,000 USD/year. The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to: location, education, skills, training, and experience. This position may also be eligible for an annual discretionary bonus.   

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability status, age, sexual orientation, gender identity and expression, marital status, or any other legally protected factor. Primal Harvest is committed to offering reasonable accommodation to job applicants with disabilities. Primal Harvest does not accept unsolicited agency resumes and is not responsible for any agency fees related to unsolicited resumes.