Global CRM

Furniture shopping has always been about filling a room with trending aesthetics. At Castlery, we're making it about creating a space to thrive in and be your best self. We are building a culture of people obsessively passionate about our mission and a place where you will want to show up every single morning and thrive together. Do you enjoy working within an inspiring, transparent, and flexible environment, having the autonomy to make an impact and strive for excellence, being part of a supportive and open-minded team?

If the answer is YES, join us in our mission to open everyone's eyes to the spaces they already have—and the life that's yet to be lived in them.

CRM Strategy Development:

- Develop and execute a global CRM strategy aligned with Castlery's business objectives to drive customer retention, engagement, and loyalty.
- Expand CRM approaches to new markets, including Canada and the UK, ensuring relevance to local customer needs.
- Identify opportunities to enhance the customer journey through advanced segmentation, personalization, and automation.
- Integrate and scale additional customer engagement channels such as SMS to enhance multi-channel experiences.

Loyalty Program Management:

- Own, manage and scale the The Castlery Club Loyalty Program to improve customer retention and advocacy, using data to drive ongoing enhancements.
- Collaborate with product and tech teams to ensure a seamless and engaging loyalty experience across all touchpoints.
- Monitor performance metrics and identify opportunities to deliver greater value to loyalty members.

Data-Driven Campaign Optimization:

- Leverage customer analytics and insights to refine campaign strategies and optimize CRM performance.
- Track and report key CRM metrics such as customer lifetime value, retention rates, and campaign ROI, providing actionable insights for improvement.

Collaboration & Leadership:

- Partner with marketing, analytics, product, and brand teams to ensure CRM initiatives align with broader company goals.
- Lead, mentor, and develop a high-performing CRM team, fostering innovation, collaboration, and accountability.

Testing & Experimentation:

- Own the CRM roadmap, designing and analyzing A/B tests to improve customer engagement strategies.
- Use insights to continuously refine approaches and drive incremental growth across all markets.

**Job Requirements**:

- Minimum 6-8 years of experience in CRM, loyalty, or lifecycle marketing, preferably within a global or regional scope.
- Proven success in building and managing CRM and loyalty strategies that drive measurable business outcomes.
- Strong analytical mindset with the ability to interpret complex data and deliver actionable insights.
- Experience with CRM platforms and loyalty program tools.
- Proficiency in customer segmentation, lifecycle marketing, and omnichannel campaign execution.
- Excellent communication and collaboration skills, with the ability to influence stakeholders and lead teams effectively.

**Good to have**:

- Bachelor's degree in marketing, business, or a related field.
- Familiarity with CRM integration in new markets, especially scaling strategies in regions like Canada and the UK.
- Strategic thinker with a hands-on approach to execution.
- Passionate about customer experience and building meaningful relationships.
- Knowledge of privacy regulations (e.g., GDPR, CCPA) and best practices for data-driven marketing.

**What we promise**

**Our first promise - the ride of a lifetime**

You'll be joining a company in its most exciting phase; we've proven our product market fit, and with the growing online penetration of furniture, we're now focused on hypergrowth. You'll have a front-row seat in witnessing the growth of our customer-base and organisation at a global-level.

**Our second promise - a place to thrive**

We're building a company that has people as one of the company's core pillars for success. It's our mandate to help every employee perform to their highest potential so that they can do the very best work of their lives here, at Castlery.

We're committed to our employees' growth, and continuously strive to ensure our employees are set up for success through their journey, starting with an excellent onboarding experience, and carrying over into emphasis on personal and professional development.

Castlery strives to maintain a psychologically safe, transparent, and flexible work environment to enable our people can perform at their best level and believes in partnering our employees to raise that level as they grow with us.