New 
Director CRM
 American Greetings Corporation | |
 United States, Ohio, Westlake | |
 Nov 30, 2025 | |
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As this is a hybrid position, working out of our Creative Studios in Westlake, Ohio, we will focus on candidates who currently reside in Northeast Ohio.
The Director of Digital Customer Relationship Management will own lifecycle and retention strategies for our digital greeting subscription services, leading member engagement, retention, reactivation, and monetization programs to deliver a 20% increase in revenue and membership over four years. You will develop and execute data-driven CRM initiatives across email, push, in-app messaging, SMS, Organic Social, PR and on-site personalization, build scalable automation and testing frameworks, and be part of a small cross-functional team. The role requires hands-on execution, strategic planning, and close partnership with Product, Growth, Creative, and Customer Service. ESSENTIAL DUTIES AND RESPONSIBILITIES: * Define and own CRM strategy and roadmap aligned to company objectives (20% revenue/membership growth target). * Build, manage, and optimize end-to-end lifecycle programs: welcome/onboarding, activation, retention, win-back/reactivation, renewal, upsell/cross-sell, and re-engagement. * Design and implement segmentation, personalization, and journey orchestration across email, push, SMS, in-app, and site messaging. * Lead experimentation and optimization: develop hypothesis-driven tests (A/B, multivariate), prioritize by expected impact, and measure results against KPIs. * Set and track CRM KPIs (churn, retention, LTV, MRR, ARPU, activation rate, engagement metrics, deliverability, conversion rates) and provide regular reporting to leadership. * Own the development and execution of the organic social strategy across accounts for AGI's portfolio of brands * Responsible for the development and execution of all PR related activities associated with all brands within the AGInteractive portfolio * Collaborate with creative/product teams to iterate copy, templates, and assets. * Manage CRM technology stack (Iterable), data integrations, customer data platform (CDP), and marketing automation to ensure reliable segmentation, tracking, and attribution. * Partner with Data/Analytics and Engineering to maintain data hygiene, event instrumentation, identity resolution, and reporting pipelines. * Own lifecycle revenue and membership forecasting and budget for CRM channels. * Ensure compliance with privacy and deliverability best practices (GDPR, CCPA, CAN-SPAM) and maintain high email/SMS deliverability standards. | |