Director of CRM

3 weeks ago

Charlotte, United States Whistle Express Car Wash Full time

We are seeking a dynamic and experienced CRM Director to lead our customer relationship management efforts for our growing express car wash company. As the CRM Director, you will be responsible for developing and executing strategies that drive customer acquisition, retention, and loyalty. Your role will involve overseeing the entire CRM process, from data analysis and customer segmentation to the implementation of targeted marketing campaigns that enhance customer engagement and satisfaction. This is done by enabling scalable lifecycle campaigns to ensure customers have a great onboarding and 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.


CRM Strategy Development:

  • Develop and implement a comprehensive CRM strategy that aligns with the company’s overall business objectives.
  • Identify and segment key customer groups and develop targeted campaigns to drive engagement and retention.
  • Design and manage loyalty programs to increase customer retention and lifetime value.
  • Enable scalable lifecycle campaigns to meet business goals such as conversion, retention, and tenure.
  • Enhance and delight the customer experience by building resonance through segmentation, well-timed notifications, dynamic content, and ongoing personalization innovation

Customer Data Management:

  • Oversee the collection, analysis, and utilization of customer data to inform marketing strategies and business decisions.
  • Ensure the integrity, accuracy, and security of customer data within the CRM system.
  • Leverage data to provide insights into customer behavior and preferences, enabling personalized marketing efforts.

Cross-Functional Collaboration:

  • Work closely with marketing, sales, IT, and other departments to integrate CRM strategies across all customer touchpoints.
  • Partner with the digital team to optimize the use of CRM tools and technologies.
  • Collaborate with product teams to ensure that customer feedback is integrated into product development and service improvements.


Campaign Management:

  • Plan, execute, and monitor multi-channel CRM campaigns, including email, SMS, push notifications, direct mail, and social media.
  • Analyze campaign performance, provide insights, and recommend optimizations to improve effectiveness.
  • Develop A/B testing strategies to continually refine and enhance CRM initiatives.
  • Manage marketing team messaging calendar.


Team Leadership:

  • Lead, mentor, and develop a high-performing CRM team.
  • Foster a culture of continuous improvement, innovation, and customer-centricity within the team.
  • Set performance goals and conduct regular evaluations to ensure team members meet or exceed expectations.
  • Oversee the administration & optimization of CRM tools and systems.


Performance Reporting:

  • Track and report on key CRM metrics, such as customer acquisition, retention, satisfaction, and lifetime value.
  • Provide regular updates to senior leadership on the progress and impact of CRM initiatives, performance, customer trends and ROI.
  • Use data-driven insights to make strategic recommendations for future CRM efforts.


Qualifications:

  • Bachelor’s degree in marketing, Business, or a related field (MBA preferred).
  • 7-10 years of experience in CRM, marketing, or a related role, with at least 3-5 years in a leadership position.
  • Proven track record of developing and implementing successful CRM strategies in a retail environment.

·      Previous experience with a Subscription company

  • Strong analytical skills and experience with HubSpot CRM software
  • Excellent communication, leadership, and team management skills.
  • Ability to work in a fast-paced, dynamic environment with a focus on results.


Preferred Skills:

  • Experience with data analytics tools (e.g., Google Analytics, Tableau).
  • Knowledge of customer segmentation and targeting techniques.
  • Familiarity with loyalty program management.
  • Strong understanding of digital marketing channels and their integration with CRM.


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