Director, Retention & CRM

DoorDash is looking for a driven, entrepreneurial, and creative leader to own our retention marketing strategy. You will be expected to help define overarching cross-functional goals, articulate tactical plans, and manage key business metrics to improve KPIs, with an ultimate eye on consumer, dasher, and merchant lifetime value. This is a highly visible role central to our overall business success and will require deep partnerships with key leaders across the organization.

About the Role

The Director of Retention and CRM will be expected to help develop a holistic strategy to own the full lifecycle of consumer, dasher, and merchant notification touch points (including, but not limited to, email, push notifications, direct mail, etc). In addition, the ideal candidate will be able to approach the role with a General Manager mind-set and lead the strategy across pricing, operations, logistics, support, product, engineering, analytics, sales, and account management to drive higher retention, and ultimately loyalty, from all three sides of our marketplace.

This is a unique opportunity for a motivated and entrepreneurial individual to contribute in a very significant way to DoorDash’s world-class marketplace teams. Given the strategic nature of this role, a qualified candidate will have an analytical background, a keen eye for creative, a proven record of working cross-functionally in matrixed organizations, and strong project management skills.  Previous general management, channel management and marketing analytics experience is preferred.

You’re excited about this opportunity because you will…

• Set the strategy for initiatives that impact retention and loyalty across the organization, and align cross-functional teams to solve difficult consumer, dasher, and merchant problems to loyalty
• Define, pilot, and rapidly iterate consumer, dasher, and merchant-facing onboarding, activation, retention, resurrection, and referral marketing campaigns: from strategy, to creative concepting, to coding, deliverability, accountability, and KPI reporting.
• Analyze marketing, transactional, and lifecycle email, push, and SMS behavior data to report on effectiveness of existing initiatives and identify new opportunities for growth.
• Partner with internal and external leaders to deliver on cross-functional retention projects with tight timelines, tight budgets, high visibility, and material impact.
• Drive the development and testing of approaches to deliver relevant, inspiring marketing campaigns that drive meaningful business growth.
• Leverage technology and analytics to enhance business goals; identify areas for improvement and drive implementation.

We’re excited about you because…

• You have 10+ years experience in an analytical, data-intensive and/or strategic role
• You have 6-8 years marketing experience, including email and loyalty marketing experience; ideally at a retail or consumer technology company.
• You have knowledge of email, push, and SMS notification marketing levers and tactics with a track record of delivering value and measuring how retention channels contribute to broader business goals. Bonus points for understanding the limitations they have in driving retention (i.e. they are not the end-all, be-all)
• You have experience developing and deploying email and push via third party service providers (i.e., Iterable, Sailthru, ExactTarget, Responsys, SendGrid, Message Systems, Braze, etc).
• You have familiarity with the technical and product side of marketing: EASs, MTAs, IP Reputation, Suppression lists, audience segmentation, etc.
• You’re highly organized and detail oriented.
• You’re comfortable in a data-driven business environment.
• You’re positive, people-oriented, and have an energetic attitude.
• You’re proficient in Excel and other MS Office products.
• You have a BA with strong academic record.

Bonus points in our book include...

• Experience in large consumer marketplaces
• SQL knowledge a plus

Why You’ll Love Working at DoorDash

• We are leaders - Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
• We are strategic - We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day. 
• We are learning - We’re not afraid to dig in and uncover the truth, even if it’s scary or inconvenient. Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.
• We are customer obsessed - We are committed to our clients and connected through our vision of “Delivering Good”
• We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights. 
• We offer great compensation packages and comprehensive health benefits
• You will be proud to say that you work for DoorDash and will know that the work you do brings joy to our clients every day

About DoorDash

Founded in 2013, DoorDash is dedicated to growing local economies and empowering new ways of working, earning, and living. DoorDash has become the fastest-growing last-mile logistics company in the U.S., growing 250% year-over-year. DoorDash has distinguished itself by partnering with nearly 90 percent of the top 100 U.S. restaurant brands who offer on-demand delivery, expanding to over 3300 cities across the US and Canada. 

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the resources, and opportunity to excel.