Senior Director, Lifecycle Marketing

About ThredUp

ThredUp is transforming resale with technology and a mission to inspire the world to think secondhand first. By making it easy to buy and sell secondhand, ThredUp has become one of the world's largest online resale platforms for apparel, shoes and accessories. Sellers love ThredUp because we make it easy to clean out their closets and unlock value for themselves or for the charity of their choice while doing good for the planet. Buyers love shopping value, premium and luxury brands all in one place, at up to 90% off estimated retail price. Our proprietary operating platform is the foundation for our managed marketplace and consists of distributed processing infrastructure, proprietary software and systems and data science expertise. With ThredUp’s Resale-as-a-Service, some of the world's leading brands and retailers are leveraging our platform to deliver customizable, scalable resale experiences to their customers. ThredUp has processed over 172 million unique secondhand items from 55,000 brands across 100 categories. By extending the life cycle of clothing, ThredUp is changing the way consumers shop and ushering in a more sustainable future for the fashion industry.

Recognized on TIME Most Influential Companies of 2023,  Digiday's WorkLife 50 2023, TIME's Best Inventions of 2022, and Lattice's People Success Awards 2022.

How You Will Make An Impact 

We are looking for a Sr. Director of Lifecycle Marketing to play a crucial role in our customer growth, engagement, and retention strategy. This position will focus on mapping and enhancing the customer communication lifecycle, optimizing and expanding our CRM channels, growing our customer database, and introducing new, innovative communication methods and surfaces to engage existing customers and convert new customers. The ideal candidate is a balanced mix of technical expertise, data-driven decision-making, creative storytelling, and a genuine enthusiasm for customer journeys and engagement.

In This Role You’ll Get To:

• Lead the CRM team in developing and executing strategies to optimize existing channels while exploring and implementing new communication sub-channels and surfaces that increase conversion.

• Spearhead efforts to grow the customer database through targeted subscriber acquisition strategies and engaging onboarding experiences.

• Design and implement lifecycle and triggered communication programs that enhance customer retention, increase purchase frequency, reduce unsubscribe rates, and elevate the overall customer experience.

• Collaborate with cross-functional teams to support marketing campaigns, ensuring consistent and impactful customer messaging across all touchpoints.

• Utilize data and analytics to monitor and report on CRM channel performance, identify opportunities for improvement, and make informed decisions that drive channel performance improvements.

• Foster a culture of innovation within the CRM team, encouraging experimentation with new technologies, creative testing, and new approaches to customer communication, including the use of AI, to find operational and creative efficiencies.

• Stay abreast of industry trends and technological advancements to ensure ThredUp remains at the forefront of CRM practices and technologies.

• Develop lifecycle communication flows that prevent customer churn and increase the lifetime value of our customers by understanding their needs and behaviors.

• Monitor market trends and competitor activities to identify opportunities for growth and differentiation.

What We’re Looking For:

• 10+ years of experience in CRM, digital marketing, or related roles, with a proven track record of success in an e-commerce or retail environment.

• Strong technical proficiency, with experience in CRM platforms, marketing automation tools, and data analytics.

• Proven track record of large scale CRM migrations and CRM tool integrations.

• Demonstrated ability to blend creative storytelling with strategic thinking to craft compelling customer narratives that drive engagement and loyalty.

• Excellent leadership and team management skills, with the ability to inspire and guide a team towards achieving shared goals.

• A customer-first mindset, with a passion for understanding and enhancing the customer journey.

• Exceptional analytical skills, with the capacity to turn data into actionable insights and strategies.

At ThredUp your base pay is one part of your total compensation package. This role pays between $227,000 and $240,000, and your actual base pay will depend on your skills, qualifications, experience, and location.

Many ThredUp employees also have the opportunity to own shares of ThredUp stock. ThredUp employees are eligible for discretionary restricted stock unit awards, as well as a discount when purchasing ThredUp stock if voluntarily participating in ThredUp’s Employee Stock Purchase Plan. Subject to eligibility requirements, you’ll also receive other benefits: Comprehensive medical & dental coverage, vision, 401k, life and disability insurance. 

This role is not eligible for visa sponsorship.

What We Offer:

• 4-day work week, with Fridays off

• Hybrid work environment: 3 days in the office and 1 day remote each week

• Competitive salary (we leverage market data)

• Many ThredUp employees also have the opportunity to own shares of ThredUp stock and are eligible for discretionary restricted stock unit awards

• Employee stock purchase plan

• Flexible PTO (take the time you need) + 13 company holidays

• Paid Sabbatical after 3 years of full time employment

• Generous paid parental leave for new mothers and fathers

• Medical, dental, vision, 401k, life and disability insurance offered

• We live by our Core Values of Transparency, SpeakingUP, Thinking Big, Infinite Learning, Influencing Outcomes & Seeking the Truth

We believe diversity, inclusion and belonging is key for our team

At ThredUp, our mission has been built on extending the lives of millions of unique clothing items. Much like our inventory, we are proud to have fostered a workplace that is one-of-a-kind. As a company focused on diversity, inclusion and belonging, we are committed to ensuring our employees are comfortable bringing their authentic selves to work every day. A unique perspective is critical to solving complex problems and inspiring a new generation to think secondhand first. Be you.

If you are a candidate with a disability and have a reasonable accommodation request for the job application process, please email disabilitysupport@ThredUp.com the specific details of your disability related accommodation request. This email address is reserved for candidates with disabilities only. General application inquiries will not receive a response.