The Director of CRM will lead strategic initiatives to enhance customer engagement and loyalty through effective CRM strategies and data insights while collaborating cross-functionally.
Who We Are
ButcherBox is a certified B Corp headquartered in Boston, and honored to be celebrating our second year in a row on Inc.'s list of Best Workplaces. At ButcherBox, we believe in better. That’s why we deliver 100% grass-fed, grass-finished beef, free-range organic chicken, pork raised crate-free, and wild-caught seafood directly to our members’ doors. All of our products are humanely raised or wild-caught and never given antibiotics or added hormones ever.
We’re working to build a world that’s better for all, and we’re inviting everyone to come along. For us, better means treating our planet with respect. It means improving the lives of animals and the livelihoods of farmers. It means never cutting corners when it comes to doing business. Ultimately, it means better meals, enjoyed together. Our team is made up of people who collaborate and support one another. We’re always looking for outstanding people to join our mission!
About the Role
Reporting to the Chief Marketing Officer, the Director of Customer Relationship Management (CRM) will lead the strategic vision and execution of CRM initiatives across the organization. This role will be responsible for owning and optimizing the end-to-end customer journey across notifications channels: currently including email and SMS. This role is crucial in driving revenue, customer engagement, satisfaction, and loyalty through the effective use of lifecycle marketing strategies, CRM systems, and data-driven insights. Success in this role requires taking full ownership of projects, collaborating across teams, and delivering measurable business impact with minimal guidance.
Sitting within the Marketing team and partnering closely with Commercial, Member Experience, Analytics, Data Science, and Technology, this role is both strategic and hands-on: you will be designing the roadmap, leading the team, and delivering measurable impact. The ideal candidate will have a data driven, problem solving orientation, deep understanding of CRM systems, exceptional leadership skills, and a proven track record in optimizing customer lifecycle management.
Key Responsibilities
•Develop and execute end-to-end lifecycle marketing strategies across the customer journey, from acquisition through retention and reactivation.
•Create ‘right time, right message, right customer’ communication strategy across customer segments.
•Develop and execute a data-driven retention strategy with aggressive growth targets.
•Designing and executing testing roadmap to optimize engagement, conversion, creative, timing, and targeting strategies
•Collaborate cross-functionally with acquisition, product, and customer experience teams to ensure consistency across entire customer experience
•Understand and create cohesive CRM strategy that balances the jobs to be done – onboard, engage, upsell, and drive loyal consumer behavior.
Lead revenue retention initiatives from ideation through execution, partnering across the organization to leverage our full slate of programs (including Loyalty Program (Sizzle Society), Referrals, Deals) to create the right messaging and personalization strategy to maximize customer lifetime value and engagement
•Analyze customer behavior, acquisition sources, and cohort trends, to inform CRM strategy, segmentation and prioritization opportunities
•Establish KPIs and manage team against them to ensure high-performance standards across retention initiatives.
•Create and lead team detailed campaign briefing strategy and journey flow documentation for stakeholder alignment.
Ideal Candidate Profile
•Deliberate, aggressive growth mindset can be brought to CRM efforts, ideally with a DTC background and strong analytical foundation.
•Experience driving success metrics, tracking KPIs, and demonstrating measurable business impact of CRM initiatives.
•Experience driving clear, data-driven opportunity mapping to identify and prioritize retention levers.
•Track record of executing a testing roadmap, iterating quickly and effectively to optimize customer engagement.
•High comfort level in communicating with clarity and influence, inspiring a team and serving as a trusted cross-functional partner.
•Champion for process optimization and automation, ensuring operational efficiency across CRM programs.
•Demonstrated ability to act as a problem solver with a detective mentality, uncovering blockers to customer retention and monetization—and relentlessly pursuing solutions.
•High level curiosity, always seeking insights and innovative approaches.
•Execution-first mindset, balancing strategic thinking with tactical delivery.
•Recognized CRM expert with deep experience in DTC and/or subscription-based businesses.
•Proven ability to build and lead teams, influence executive stakeholders, and deliver growth focused outcomes.
•Analytical leader with strong business acumen; uses data to drive decision-making and strategic investment.
•Inspire confidence through clear communication, storytelling, and cross-functional partnership.
•Growth mindset and “detective mentality”—curious, relentless, and solutions-oriented.
•Balance of strategic foresight with disciplined execution and operational excellence
Qualifications
•Bachelor’s degree in Marketing, Business Administration, Information Technology, or a related field (MBA preferred).
•8+ years of CRM, lifecycle marketing, or retention experience, including leadership roles in DTC or subscription-based businesses.
•Proven success developing and optimizing test-and-learn frameworks.
•Strong analytical and storytelling skills, with proficiency in CRM and data visualization tools.
•Demonstrated experience leading teams and managing complex cross-functional initiatives.
•Strong analytical skills with a track record of using data to drive decisions.
•Experience leading cross-functional teams and managing complex projects. Strategic thinker with business acumen and a bias for action.
•Excellent communication and negotiation skills.
•Deep familiarity with customer segmentation, personalization, and loyalty program mechanics
What We Offer
Our Values
We are a mission-driven company and strive to embody our values in every step of the process. ButcherBox is driven by relentless improvement, accountability, humility, and customer obsession. We want our workplace to be one of growth and learning where everyone can be safe/comfortable to show up as their authentic self to work. Anyone who loves our products and goals is welcome here! We are proud to be an equal opportunity employer aspiring to incite positive change in the pastures, the fulfillment centers, the office, and the world.
Benefits
•Health: medical, dental, vision, and life insurance, an employer-funded HSA, and short & long-term disability benefits
•Financial: 401(k) with generous employer match
•Annual bonus based on company performance
•Time off: unlimited paid time off policy, 20 weeks parental leave, an executive team that encourages a good work/life balance
•Personal growth: Annual Learning & Development stipend, and access to a range of personal and professional coaching solutions through BetterUp
•Food: a free Custom Classic ButcherBox each month and weekly lunch reimbursement
•Others: reimbursement for wellness activities, an exceptional EAP, fertility benefits, life insurance and more
ButcherBox is an equal opportunity employer committed to fostering a diverse, inclusive environment at all steps in the hiring process. Every qualified applicant will receive consideration without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are happy provide reasonable accommodations during our hiring process. Please click here if you need to request an accommodation for your interview.
Top Skills
Crm Systems
Data Visualization Tools
ButcherBox Boston, Massachusetts, USA Office
Boston, MA, United States
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