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Director, Customer Relationship Management

2 months ago

Portland, Oregon, United States Hanna Andersson Full time

We are the champions of childhood

Hanna Andersson is a Portland, Oregon-based premier kids and baby clothing brand. Our clothes are made to play, made to last, and designed to let kids be kids. We have core commitments to design, quality, and sustainability, and we believe in helping families create meaningful everyday moments. These principles guide the Hanna Way, and lead to an experience authentically different from other children's brands.

We cultivate our unique brand by hiring team members who believe in these values, own a customer service mindset, and who are innovative, results-oriented, and comfortable working in a collaborative and growth-driven work environment. We all share in our brand's success, and we actively encourage our team members to maintain a healthy balance in their daily lives.

This Director-level role will be responsible for all Customer Relationship Management (CRM performance, Email + SMS) with a focus on delivering incremental lifetime value, through best-in-class optimization strategies and operational excellence. The

Director, CRM must have a proven track record and in-depth experience in creating, analyzing, and leveraging insights to create innovative experiences that drive customer loyalty and retention. The Director, CRM will be responsible for leveraging their CRM experience to better understand, action on and drive incremental repeat purchases from. This role will oversee and direct the growth of our CRM Channel (email, SMS, Web Push, etc.). This role will be responsible for testing strategy (creative, segmentation and personalization), own reporting, outcomes and optimizations for these channels. They must be able to evaluate complex business issues and bring strategy to life using new initiatives, technology and cross-team collaboration. This role will work closely with key stakeholders in creative, marketing, technology vendors and more to develop and execute initiatives that drive customer recency, frequency and average order value, as well as oversee related program analyses. The Director, CRM will also be responsible for mentoring, growing and coaching team members, enhancing department excellence.

Primary Duties (Identified Essential Functions*)

  • Develop a holistic, innovative, and forward-thinking loyalty program strategy that aligns with Hanna Andersson's overarching vision & brand.
  • Create both long- and short-term roadmaps that encompass the program strategy, benefits testing, rewards campaigns, and the aligned actionable tactics for our existing loyalty base, new customer acquisition, and general program optimization.
  • Use a test and lead approach to manage and drive program features to ensure accretive AOC, LTV, and GM.
  • Follow, understand, and efficiently react to the competitive and broader loyalty program environment.
  • Own and operate the loyalty marketing calendar in partnership with brand and digital marketing

Required General Knowledge & Skills

  • BS/BA degree or equivalent work experience
  • Minimum of 10+ years experience in a strategic, customer-focused email marketing role; retail marketing strongly preferred
  • Strategic thinking problem solver who thinks customer focus vs channel focus – Taking opportunities/learnings and turning them into positive actions
  • Experience developing, delivering and optimizing a personalized CRM strategy to deliver best-in-class CRM results
  • Passionate about CRM; deep understanding of audiences, online consumer behavior & customer journeys
  • Strong creative & data-driven thinker; able to see trends and to extract actionable insights from data to drive results
  • Excellent project management, communication, problem-solving, and decision-making skills
  • Self-motivated, detail-oriented and strategic thinker with excellent people and time-management skills
  • Expert with CRM tools & analytics systems such as Google Analytics and PowerBI
  • 5+ year experience in retail marketing, navigating ever-changing landscape/tactical excellence
  • Microsoft Excel and PowerPoint/Keynote skills a must
  • Experience Managing, development and growing team members, creating a high-performing team

Hanna Talent Cultivation Standards:

With a rise in cyber-criminal activity, please note Hanna will never:

-Ask for any sensitive personal information via email, text, or other forms of instant messaging

-Interview you via email and/or send you a list of questions in lieu of an interview

-Extend an offer without speaking to you via phone or video call

-Ask for bank account or financial information during the recruiting process

Legitimate email communication will only be done to and from email addresses. Please examine messages carefully to ensure this is the domain you are receiving messages from, as cybercriminals may also utilize domains that look similar but may have one letter off (such as @hannaander$).

Hanna Andersson provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. As an Equal Opportunity Employer, Hanna Andersson prohibits discrimination, harassment, and retaliation of any kind. Hanna Andersson encourages applicants of all ages.