Director, Lifecycle Marketing & CRM

Sur La Table is seeking a strategic CRM leader to own the full lifecycle of customer relationships across multiple channels and business units, with a focus on driving revenue growth, customer retention, and loyalty.

Location: Remote (US + Canada)

Responsibilities

• Own the full email and SMS calendar across all business units — cadence, segmentation, deliverability, and send discipline.
• Partner with Brand and Creative to build a library of modular, brand-forward templates.
• Lead personalization strategy: dynamic content, audience-specific versioning, and AI-powered content recommendations.
• Own core KPIs — revenue per send, repeat purchase rate, LTV by segment, list growth, reactivation rate — and report them to leadership.
• Build, scale, and optimize the full automation architecture — post-purchase, lifecycle, Culinary booking, loyalty, and reactivation programs.
• Evaluate and implement CRM technologies, own vendor roadmap, and build the business case for change.
• Leverage platform integrations and partner with internal tech teams to automate insight generation.
• Own the CDP and predictive intelligence platforms, build customer health reporting cadence.
• Own and evolve the Sur La Table Perks loyalty program.
• Serve as the CRM voice in cross-functional planning across all business units.
• Lead and develop a CRM team, manage vendor relationships, and own the CRM budget and P&L.

Requirements

• 8+ years of progressive CRM and lifecycle marketing experience.
• Proven omni-channel acumen across eCommerce, retail, and experiential channels.
• Experience supporting multiple business units simultaneously.
• Deep platform expertise across CRM stack: Braze or equivalent, CDP, predictive tools, SMS, loyalty.
• Strong creative sensibility for brand-rich email and SMS campaigns.
• Strong analytical skills for data-driven decision making.
• Cross-functional credibility and strategic advocacy.
• Retail or omni-channel background.

Benefits

• Paid time off policies, 401(k) match, medical/dental/vision, supplemental policies, employee discounts (US).
• Paid time off policies, RRSP match, medical, dental, vision, supplemental benefits, employee discounts (Canada).