Company Description

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Job Description

What’s the role?

Etsy  is seeking a highly experienced people leader and strategic Senior Director of Retention Marketing to join our marketing team! As the Senior Director of Retention Marketing, you will own the strategy for developing new and existing channels that engage and nurture our buyer and seller customer base throughout their journey on Etsy. Reporting to the VP of Product & Retention Marketing, and leading a team of 14 people, you will play a pivotal role in shaping and executing our customer engagement strategies, including activating new buyers and sellers, engaging our best buyers and sellers to continue to shop and grow on etsy, and reactivating our lapsed users to bring them back for more. You will be in charge of ensuring that customers receive timely, personalized and relevant communications at every touchpoint throughout their journey with us. Lastly, you will oversee our global programming as well as our triggered programming across email & push, with an opportunity to grow and scale to new channels like SMS, app messaging, and more. 

This is a full-time position reporting to the Reporting to the VP of Product & Retention Marketing and the base salary range will be 198 ,000 - 258,000 USD per year. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy. 

This role requires your presence in Etsy’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. Learn more details about our work modes and workplace safety policies here.

What does the day-to-day look like?
 

• Develop and implement a comprehensive CRM strategy that effectively engages and retains customers, driving long-term loyalty and GMS & revenue growth

• Manage and mentor a team of CRM marketing professionals, fostering their professional growth and ensuring the successful execution of campaigns and initiatives

• Integrate user research, and data analysis to create and optimize user-centric lifecycle and content experiences

• Architect customer-first communications (e.g., email trigger flows, overlays, SMS, post-purchase, etc.) based on insights and deep understanding of customer journeys

• Utilize customer data and segmentation strategies to create personalized and targeted communications across various channels, ensuring relevancy and maximizing customer engagement.

• Unlock incremental GMS and revenue across B2C & B2B messaging strategies; determine new channels for expansion (like SMS); extract more value from existing systems to drive operational efficiency and scale for the team. 

• Oversee the management and utilization of the customer relationship management (CRM) system, ensuring accurate data, effective segmentation, and timely communication.

• Monitor and analyze key performance metrics to measure the effectiveness of lifecycle marketing initiatives. Provide regular reports and insights to the leadership team, identifying opportunities for improvement.

• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualifications

Qualities that will help you thrive in this role are:

• 10+ years of marketing experience, with at least minimum of 8 years specific to CRM  

• Strong knowledge and experience with CRM systems, including segmentation, automation, and email platforms (Bonus points for Braze, Etsy’s platform of choice)

• A strategic mindset and the ability to think critically, identify opportunities, and develop innovative solutions to enhance the customer experience

• Previous work experience working on rewards, offers and loyalty/membership type programs a plus! 

• Experience leading a content-driven lifecycle strategy, responsible for customer engagement metrics and GMS

• Experience working with B2B customers as well as B2C within a dual sided marketplace

• Highly skilled people leader with proven experience leading and developing high-performing teams, with the ability to inspire and motivate individuals to achieve goals and drive results

• You are a subject matter expert in relevant analytical tools/methodologies (i.e. experiment design, A/B testing, performance attribution, analysis and reporting) with proven ability to translate performance metrics into actionable insights

• Strong communication and collaboration skills, with a demonstrated track record of to influencing stakeholders at all levels across many departments

• Ability to work in a highly cross functional, collaborative environment, with the ability to enroll and engage partners along the way. Strong executive presence.

• You are technically savvy and have deep experience working with product, engineering and technology teams

• Ability to partner and harness power of ML / Search teams to enhance timeliness & relevance of CRM communications.

Additional Information

What's Next

If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise

At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.