Director, CRM

Director, CRM

As Director of CRM, you'll define and lead the vision, strategy, and execution of our lifecycle marketing and CRM programs. You'll architect hyper-personalized, data-driven campaigns and automated journeys across channels, ensuring high member satisfaction, loyalty, and lifetime value. This role is ideal for a strategic leader with deep experience in CRM technology, experimentation, and cross-functional collaboration.

Define and execute a best-in-class lifecycle marketing vision that is deeply rooted in customer data, ensuring CRM-triggered emails and messages are hyper-personalized and dynamically optimized for conversion & retention

Own and enhance our CRM marketing technology stack, ensuring it is optimized for scale, agility, and precision in execution.

Drive advancements in automation, segmentation, and orchestration to enable rapid experimentation and continuous improvement.

Establish a rigorous, high-velocity testing framework, ensuring continuous learning and performance improvements.

Drive automation, segmentation, orchestration, and personalization capabilities to enable rapid experimentation and high-impact execution.

Develop and execute a data-driven customer journey strategy that maximizes engagement, retention, and revenue that ensures CRM-driven initiatives measurably improve key lifecycle metrics, from activation to re-engagement.

Work closely to develop insights-backed creative strategies that enhance engagement and conversion across owned channels.

Create and implement a comprehensive acquisition and lifecycle marketing strategy and own engagement KPIs to increase loyalty among Sollis members.

Develop and execute automated lifecycle journeys and omnichannel campaigns to increase engagement and improve retention with Sollis leads & members.

Collaborate with cross-functional teams to identify and optimize customer touchpoints throughout the customer journey, and develop custom survey and insights gathering tools, engagement series and / or events to yield consumer insights and drive referral rate.

Own ongoing member survey methodology and execution to derive & share out key preferences & sentiments to optimize membership / member experience.

Performed related duties as requested.

Experience

We believe extraordinary people come from a variety of backgrounds, but ideally, we would expect that you have :

812 years of experience in CRM, lifecycle marketing, or customer engagement, preferably in healthcare, wellness, or membership-based services.

Proven track record of building and scaling personalized, data-driven CRM strategies that drive measurable impact on retention, engagement, and revenue.

Hands-on experience with CRM tools such as Braze, Salesforce Marketing Cloud, Iterable, Klaviyo, or similar.

Strong command of customer segmentation, cohort analysis, journey mapping, and performance reporting.

Advanced experimentation mindset with proficiency in A / B testing methodologies, incrementality measurement, and funnel optimization.

Excellent cross-functional communication and stakeholder management skills.

Strong analytical skills; comfortable working with data teams and interpreting KPIs to inform strategy.

Passion for delivering exceptional customer experiences and a deep empathy for the consumer journey.

Range : $160,000-$190,000 + Bonus + Equity

This is the range of pay for New York City candidates only. Sollis is a multi-state employer and this rate / range may not reflect the pay for positions that are performed solely in localities outside of New York. Furthermore, actual pay is dependent on several factors that may include but are not limited to years of experience within the job, years of experience within the required industry, location, education, etc.

Our people are our greatest asset, so we designed a comprehensive compensation and benefit package that matches. Some of our offerings include :

Excellent benefits, including healthcare, dental, vision

401K with 3% match

Unlimited PTO and Generous Sick Time

12 Observed holidays

Free Sollis Health membership for you and your eligible family members

Employee stock options offering

Annual professional development allocations

Modern, elegant, and high-end work environment

About Sollis Health

Sollis Health is the first and only medical membership that's on-demand 24 / 7, 365. We live up to the concierge promise : with just one call, our members experience unparalleled care and follow-up on their schedule and their terms.

Our members never wonder if it's a "real" emergency. They simply call Sollis for immediate access to ER-trained medical teams, on-site labs and imaging, expedited specialist appointments, and care navigation that's all under one roof. With unlimited 24 / 7 virtual and in-person support from locations in Manhattan, the Hamptons, Los Angeles, South Florida, and San Francisco, Sollis puts our members in first class by handling all medical issuesbig or smallwith expert concierge care anytime, anywhere.