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Sr. Director, CRM

Remote

Hims & Hers Health, Inc. (better known as Hims & Hers) is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are revolutionizing telehealth for providers and their patients alike. Making personalized solutions accessible is of paramount importance to Hims & Hers and we are focused on continued innovation in this space. Hims & Hers offers nonprescription products and access to highly personalized prescription solutions for a variety of conditions related to mental health, sexual health, hair care, skincare, heart health, and more.

Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS”. To learn more about the brand and offerings, you can visit hims.com and forhers.com, or visit our investor site. For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.

​​About the Role:

The Senior Director, CRM is responsible for developing and implementing strategies to improve our customer communications. This is done by enabling scalable lifecycle campaigns to ensure customers have a great onboarding and active customer experience. The foundation of success will be measuring the effectiveness of this work on the customer journey and building a messaging platform capable of scaling with the growth potential of the business.

This person will lead all aspects of the company’s CRM efforts, not limited to: Email, SMS, push notifications, in-app content & content development. They will also lead development of the staff, processes, and systems necessary to establish a world-class CRM team. This role will integrate with a large cross-functional group to ensure that Hims and Hers CRM growth is accelerating as we continue to evolve as a business, with success expected across the entire customer lifecycle.

You Will:

  • Develop and maintain best-in-class CRM strategy for Hims and Hers product categories that result in strong acquisition and retention metric improvements
  • Manage the CRM team, which includes strategists, managers and directors dedicated to CRM campaign management and technical operations
  • Foster development for all team members and ensure a healthy work environment for all team members
  • Build quarterly road maps of projects to complete to drive channel growth and to support product launches
  • Lead team meetings and ensure all team members are evaluating performance trends and prioritizing the most impactful initiatives
  • Foster collaborative relationships with cross-functional teams that integrate with CRM growth strategy - category growth, analytics, legal, product & telemedicine
  • Interpret key performance metrics, identify trends, and prioritize opportunities for operating income growth through enhancements to customer onboarding, active customer touchpoints & retention strategies
  • Report growth results on a regular basis to the broader growth marketing team, using insights to continually optimize performance and identify growth opportunities
  • Stay abreast of changes in CRM technology, identify best practices, and bring new opportunities and ideas to fruition
  • Identify opportunities for automation leveraging internal/external tools. Act as strategic lead for the integration of AI / ML into CRM strategy
  • Work cross-functionally with Growth, Product, Operations, Business Development and Medical teams to increase site traffic and drive conversion

You Have:

  • 12+ years of hands-on experience managing CRM strategy + lifecycle marketing
  • Experience with various CRM platforms / technology. Braze experience is a plus
  • Proven track record of driving measurable revenue and retention improvements
  • Strong quantitative analysis skills, an affinity for numbers, and the ability to process complex calculations quickly and accurately
  • Functional knowledge of marketing technology and experience with integrating automation in collaboration with product and engineering teams
  • Exceptional customer insights and proven success utilizing analytics to provide strategic recommendations and drive concrete action
  • Strong written communication and presentation skills
  • Self-starter, strong organizational skills, ownership mentality and the ability to prioritize work
  • Ability to work in a highly collaborative environment, multi-task and participate in team-based planning process
  • Experience managing direct reports with multiple years of experience

Preferred Qualifications:

  • Bachelors' degree in Marketing, Business, Technology or related field, or equivalent work experience

Our Benefits (there are more but here are some highlights):

  • Competitive salary & equity compensation for full-time roles
  • Unlimited PTO, company holidays, and quarterly mental health days
  • Comprehensive health benefits including medical, dental & vision, and parental leave
  • Employee Stock Purchase Program (ESPP)
  • Employee discounts on hims & hers & Apostrophe online products
  • 401k benefits with employer matching contribution
  • Offsite team retreats

 

#LI-Remote

 

Outlined below is a reasonable estimate of H&H’s compensation range for this role for US-based candidates. If you're based outside of the US, your recruiter will be able to provide you with an estimated salary range for your location.

The actual amount will take into account a range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and location. H&H also offers a comprehensive Total Rewards package that may include an equity grant.

Consult with your Recruiter during any potential screening to determine a more targeted range based on location and job-related factors.

An estimate of the current salary range for US-based employees is

$235,000 - $275,000 USD

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

Hims is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.

Hims & hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations@forhims.com. Please do not send resumes to this email address.

For our California-based applicants – Please see our California Employment Candidate Privacy Policy to learn more about how we collect, use, retain, and disclose Personal Information. 

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At Hims & Hers, we seek to establish an inclusive environment and are committed to building a team that reflects the unique perspectives, life experiences and varying backgrounds of the diverse populations that make up our customer base. To help us ensure we are meeting our equal employment obligations under U.S. employment law and identify areas of improvement in our process, we invite all U.S.-based candidates to complete the following demographic questions (if you are based outside of the United States, please select “I don't wish to answer”). 

 

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