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CRM Director

Ole Smoky Distillery -
Remote

Quick Apply

Job Details

Full-time

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
Employee assistance program
Vision insurance
401(k) matching
Employee discount

Qualifications

Microsoft Excel
Team leadership
Vendor coordination
Bachelor's degree
Vendor relationship management
Marketing analytics
Productivity software
Cross-functional collaboration
Project leadership
Cross-functional communication
Excel data analysis

Full Job Description

Job Summary

Ole Smoky is investing in a first-party data and CRM strategy that spans the full ecosystem of our brand — distillery visitors, spirits and apparel/accessories consumers, trade partners, and experiential/field engagements. Given the restrictions the three-tier system places on direct-to-consumer data at the bottom of the funnel, this role is critical to building owned relationships with consumers wherever we can legally capture and activate them. The Director, CRM will design and lead this initiative from the ground up, working cross-functionally to unify data, build lifecycle programs, and turn one-off touchpoints into lasting relationships.

Responsibilities

Build and own the CRM strategy and roadmap across all Ole Smoky touchpoints: distillery retail/tourism locations, ecommerce (spirits-adjacent merch, apparel, accessories), on-pack and POS data capture, experiential/field marketing, and trade/distributor relationships
Select, implement, and manage the CRM/CDP platform(s) needed to unify first-party data across disparate sources and systems
Partner with Legal/Compliance to navigate three-tier system constraints and ensure all data capture and activation stays within TTB, state ABC, and privacy regulations
Design lifecycle and segmentation strategies (welcome flows, visit-driven journeys, loyalty/rewards, win-back, VIP/trade programs) tailored to each audience type
Work with Retail/Consumer Experience teams to capture and activate visitor data from distillery locations (tastings, tours, gift shop)
Partner with Ecommerce/DTC to integrate merch and accessories purchase data into a single customer view
Collaborate with Trade Marketing and Sales to build CRM touchpoints for distributor and on-premise partners
Design on-pack (QR code, sweepstakes, etc.) and POS mechanisms that convert anonymous purchasers into known, opted-in contacts
Partner with Field/Experiential teams to capture attendee data at events, festivals, and activations and route it into unified profiles
Define and track KPIs (data capture rate, list growth, engagement, LTV, retention) and report performance to marketing leadership
Build the internal case for data governance, consent management, and data hygiene practices as the program scales

Requirements

Bachelor’s degree in Marketing, Business, or a related field required.
7+ years of progressive experience in CRM, database marketing, or lifecycle marketing, including 3+ years in a leadership role.
Proven expertise with CRM and marketing automation platforms (e.g., Salesforce, HubSpot, Klaviyo) and strong command of Microsoft Office/Excel for reporting and analysis.
Strong analytical skills with the ability to translate customer data into clear, actionable business insights.
Excellent written, verbal, and presentation communication skills, with the ability to influence and align cross-functional stakeholders.
Team-oriented and adaptable, with strong project and vendor management skills and the ability to manage multiple priorities in a fast-paced environment.
Experience in retail, consumer products, hospitality, or spirits/beverage industries preferred; demonstrates professionalism, discretion, and sound judgment.

Join us as a CRM Director to shape innovative customer engagement strategies that elevate our brand presence globally while harnessing the power of cutting-edge digital marketing technologies!

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Health insurance
Paid time off
Vision insurance

Application Question(s):

How many years of experience do you have in CRM, lifecycle marketing, or loyalty program management?
Do you have hands-on experience with a CRM or CDP platform such as Salesforce Marketing Cloud, Klaviyo, Braze, or Segment? If yes, which one(s)?
Have you built a CRM or lifecycle marketing program from the ground up (as opposed to optimizing an existing one)?
Do you have B2C (consumer-facing) marketing experience?
Do you have experience with e-commerce or omnichannel retail data/marketing?
Do you have experience designing or managing a loyalty/rewards program?
Please share your salary range expectations

Experience:

CRM, database marketing, or lifecycle marketing: 7 years (Required)

Work Location: Remote

Quick Apply

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