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Director, CRM, Data And Loyalty
2 months ago
Requirements:
10+ years of experience in a CRM/customer retention leadership role with an emphasis on CRM marketing channel management, customer data & insights, customer loyalty and customer service Bachelor's degree in business administration, marketing, communications or equivalent work experience Experience with commercial planning & channel strategy Experience with email & SMS marketing channel management and service providers Experience with web analytics, business insight reporting & insights Experience with customer service strategy and people/budget management Experience leading customer loyalty programs & retention initiatives Results-driven with strong analytical and problem-solving skills with proven ability to drive business growth Strong experience leading and growing teams, ability to cultivate a positive team culture of collaboration, respect and excellence Excellent people skills - relationship building at all levels, strong communication, collaboration, patience and tact Deep familiarity with best practices across CRM Marketing, Data Analytics, Customer Service and Retention/Loyalty (KPI management, growth levers, technical implementation, data privacy & consent, legal compliance, customer segmentation & analysis, creative content strategy) Ability to multi-task and work in a collaborative and fast-paced environment Must have strong organizational and project management skills Responsibilities:
Oversee the CRM Marketing team & activity, serving as the strategic lead on channel management & communication strategy across brands with a focus on sales growth, product/brand storytelling, customer database acquisition, segmentation/personalization and customer loyalty/retention. Drive the roadmap of CRM Marketing optimization projects, including Automation and Testing, leveraging learnings to shape future CRM Marketing strategy Oversee customer data reporting & insights department/team, identifying key business analytics needs and driving the roadmap of analytical projects & reporting dashboard development. Serve as the key steward of customer data, socializing customer & product insights with key stakeholders across the organization to fuel business decisions. Leverage data insights to shape the roadmap of customer marketing focuses and identify key risks & opportunities Oversee the customer service department & strategy, driving key business decisions to enhance the customer experience and improve customer satisfaction & NPS/CSAT scores. Drive the development of customer service as a key sales driving channel Own all business strategies related to customer loyalty & retention. Serve as the business owner for the loyalty programs for each of our brands, accountable for the development, animation, analytics and evolution of program strategies. Serve as the key advocate for the loyalty programs & other retention-driving initiatives, gaining buy-in and support from cross-functional stakeholders and socializing the strategy & insights across the organization Set CRM department sales/costs forecasts & customer KPI targets, partnering with the finance team on P&L line management. Consistently monitor CRM sales performance, identifying opportunities to optimize ROI Partner with the Finance team on delivering strategies & programs to drive sales and profit growth, from conducting data analysis & finance modeling to implementation & results reporting Identify & implement new CRM solutions and services to optimize sales performance and ROI
