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VP, CRM and Loyalty TX

1 month ago

denton, United States Sally Beauty Holdings Full time

Overview

Job Title: VP, CRM and Loyalty

(this position is Hybrid working 3 days a week in the Denton Texas Support Center)

“At Sally Beauty Holdings, we find beauty in diversity. Our inclusivity and self-expression are what fuel our innovation and growth. You are welcome here, and you can thrive here. We find beauty in YOU. Join us.”

Essential Function

The VP of CRM and Loyalty provides expertise, vision, and leadership to define and implement customer marketing & loyalty programs focused on acquiring and retaining customers while also maximizing customer lifetime value. This role is charged with advancing our end-to-end process for delivering relevant and effective marketing at a highly personalized level. This role also provides strategic direction for tools, process, and technology to support the implementation and execution of the customer marketing strategy.

Primary Duties

35% Creates & develops best in class, quantitatively derived and insight-based targeting strategies based on robust analytics to define and prioritize the highest potential customer and deliver measurable ROI

Creates, leads and oversee the optimal contact strategy to determine “who gets what, when and how.”
Leverages customer insights and machine learning models to drive customer behavior.
Partnering closely with merchandising, builds structure to support vendor funded campaigns.
Identifies opportunities improve personalization efforts and works with cross functional teams to ensure changes are delivered

25% Provides strategic leadership and oversight for the CRM team to deliver multi-channel marketing programs to maximize customer value and brand engagement.

Establishes key results reporting KPI criteria and continually optimizes the strategy based on test and control learnings.
Drives capability development across process, people and technology. Facilitates discussion on timing and choices ensuring cross functional alignment.
Partners closely with internal and external stakeholders to advance the roadmap.

20% Sets the strategy for Sally’s loyalty program and continually drives innovation in the program to keep it fresh and relevant for the customer to retain existing customers and acquire new customers.

Links rewards program to the overall customer objectives and leverages the tool to drive business.
Performs holistic loyalty program review to identify opportunities for change or enhancements.
Establishes key KPIs for results tracking.

20% Lead, develop and motivate people and teams. Acts on poor performers and calibrates performance. Collaborate with cross functional teams.



Knowledge, Skills and Abilities

Bachelor’s degree. Master’s preferred.
15+ years of experience in marketing with an emphasis in direct marketing, CRM and/or loyalty programs
High familiarity with Salesforce CDP
Proven track record growing and engaging audiences.
Experience managing people and teams and influencing cross functionally.



Competencies and Attributes

Strategic thinker
Customer centric, brand steward
Analytical and Data driven
Strong leadership and management skills
Results oriented
Strong communicator
Collaborative and flexible
Team player with the confidence to take the lead/guide other departments when appropriate
Resourceful and adaptable
Poised, composed, credible, good judgment



Working Conditions and Physical Requirements

The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, retail stores, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.

The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, files, books, small parts; using a keyboard, driving an automobile, etc. No special physical demands are required to perform the work.



Benefits

We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in-house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, or disability.



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