Director, CRM

The Director of CRM will scale and drive CRM initiatives to help drive execution of consumer relationship marketing efforts, own messaging lifecycle, increase repeat and deepen member engagement and monetization, identify new email, push, and direct mail campaign ideas, and help improve the future performance of these efforts. Collaborating with multiple stakeholders in a matrixed organization to advance a holistic CRM member contact strategy, this person will own all CRM channels and will be responsible for driving daily results as well as long-term planning and managing the campaign lead FTEs on the CRM team.

If you were here 6 months ago, here are some things you might have worked on: 

• Developing a customer segmentation strategy to refine our communication efforts for different types of users
• Identifying new data sources to help increase the personalization of our messaging
• Figuring out the balance between content and revenue to maximize both retention and revenue

Where you can make an impact: 

• Lead the development of NerdWallet’s CRM strategy, managing direct reports and partnering with internal resources and product teams to execute it
• Manage revenue and retention across all verticals and initiatives
• Increase the development and execution velocity for trigger-based campaigns, driving NerdWallet member engagement and revenue
• Partner with Product and Engineering teams to refine systems and infrastructure to support new campaigns
• Act as the subject matter expert at NerdWallet on creative design and lifecycle strategy for email and digital marketing materials, contributing this expertise throughout the company as needed

You have:

• Partner with Product on strategies to increase conversion to membership and increase membership retention/stickiness and monetization via the Product
• Work with the CRM team to optimize deliverability and key engagement metrics (Opens, CTR, etc.)
• Lead campaign optimization philosophy via A/B and other testing methodology
• Participate in project brainstorms for all products and testing new ideas on an ongoing basis
• Monitor and report results and overall campaign analysis for customer email programs
• Lead, manage and develop a multi-level CRM team

Your experience:

We recognize not everyone will meet all of the criteria. If you meet most of the criteria below and you’re excited about the opportunity and willing to learn, we’d love to hear from you.

• 8+ years of experience developing email, push, and direct campaigns with an enterprise campaign management system (ex. Iterable, Braze, Marketo, Oracle Responsys,Salesforce Marketing Cloud, etc.)
• Leadership of CRM team/professionals to drive and improve outcomes
• Knowledge of overall email processes and ESP platforms
• Expertise in CRM lifecycle mapping and strategy and segmentation; Successful track record in CRM and experience building and operating at scale
• Experience managing multiple verticals/offers in a matrixed organization to advance a holistic CRM member contact strategy
• Ability to steer prioritization of the CRM team and cross-functional partners to increase velocity and look for ways to improve operational processes
• Strong ability to synthesize quantitative and qualitative data to drive outstanding results
• Deep understanding and experience with email, push notifications, and direct mail
• Highly motivated, proactive, and able to solve diverse problems efficiently
• Demonstrated ability to inspire, influence, and develop teams
• Experience collaborating with Product and technical teams

Where:

• This role will be remote (based in the U.S.)
• We believe great work can be done anywhere. No matter where you are based, NerdWallet offers benefits and perks to support the physical, financial, and emotional well being of you and your family.

What we offer:

Work Hard, Stay Balanced (Life’s a series of balancing acts, eh?)

• Industry-leading medical, dental, and vision health care plans for employees and their dependents
• Rejuvenation Policy – Flexible Time Off + 13 holidays + 4 Mental Health Days Off
• New Parent Leave for employees with a newborn child or a child placed with them for adoption or foster care
• Mental health support through Headspace
• Financial wellness, guidance, and unlimited access to a Certified Financial Planner (CFP) through Northstar 
• Paid sabbatical for Nerds to recharge, gain knowledge and pursue their interests
• Health and Dependent Care FSA and HSA Plan with monthly NerdWallet contribution
• Weekly Virtual Bootcamp, Yoga, and Mindfulness Meditation sessions
• Monthly Wellness Stipend, Cell Phone Stipend, and Wifi Stipend

Have Some Fun! (Nerds are fun, too)

• Nerd-led group initiatives – Intramural Sports, Employee Resource Groups for Parents, Diversity and Inclusion, Women, LGBTQIA, and other communities
• Hackathons, Happy Hours, and team events across all teams and departments
• Company-wide events like Little Nerds Day (aka bring your kids to work day, even if you're remote!) and our annual Charity Auction 

Lifestyle (Be your best self - we’ll take care of the details)

• Our Nerds love to make an impact by paying it forward – Donate to your favorite causes with a company match
• Work from home equipment stipend and co-working space subsidy 
• Anniversary recognition program – choose from different items and experiences

Plan for your future (And when you retire on your island, remember the little people)

• 401K with company match
• Be the first to test and benefit from our new financial products and tools

If you are based in California, we encourage you to read this important information for California residents linked here.

NerdWallet is committed to pursuing and hiring a diverse workforce and is proud to be an equal opportunity employer. We prohibit discrimination and harassment on the basis of any characteristic protected by applicable federal, state, or local law, so all qualified applicants will receive consideration for employment. 

NerdWallet participates in the Department of Homeland Security U.S. Citizenship and Immigration Services E-Verify program for all US locations. For more information, please see:

1. E-Verify Participation Poster (English+Spanish/Español)
2. Right to Work Poster (English) / (Spanish/Español) 

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