Director, Global CRM Marketing

4 weeks ago

Miami, United States Western Union Full time

**Director, Global CRM Marketing
- New York, NY & Miami, FL**

Are you looking to build a career in the financial services sector? Are you ready to unleash your potential in a global business that is committed to moving money for better? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive?

**Western Union powers your pursuit**

This role is responsible for making CRM come to life all over the world at Western Union. You will lead a team of CRM marketers, who work hand in hand with the local marketing departments, tasked with implementing business strategy into CRM strategy. You will establish and implement the strategy for all Global CRM marketing communication, driving deeper audience understanding for the business at regional level. These plans will be part of regional marketing strategies with revenue targets to help our markets meet their financial goals.

You will also lead the team focused on ensuring all our communications make it to our customers, looking for consistently improved processes and greater efficiency.

This is a role that requires executive presence and the ability to work with senior stakeholders around the world.

**Role Responsibilities**
- Develop and implement customer CRM strategies and initiatives across the globe to drive customer satisfaction, loyalty, and revenue growth for active, passive and churned customers
- Work with the leaders in different regions to identify and analyze customer behavior and preferences to tailor and personalize communication and offerings choosing the right channel, together manage already existing messages (copy, visuals, and target audiences)
- Strategize global performance marketing initiatives to drive lower cost per transaction and increased revenue
- Own and lead content strategy for all journeys global or regional. Partner with Product and Engineering teams to identify opportunities, build roadmaps, and develop optimization loops across the customer Global CRM, with an emphasis on personalization and engagement
- Develop and own the analysis and derive insights to enhance customer experience for multi-channel Global CRM campaigns, from ideation to launch to optimization
- Define goals, benchmarks, and KPIs for CRM marketing programs
- Translate business objectives, product roadmap, content calendars, marketing strategy, channel requirements, and customer insights into comprehensive and targeted marketing programs for key segments of customers.
- Partner with BI and Insights teams to develop high value segmentation and audiences. Partner with Creative teams to support the delivery of an outstanding customer experience and contribute to cross-functional business objectives.
- Partner with Product Marketing to develop a messaging strategy for each lifecycle stage of customers, leveraging data-driven insights to inform positioning and reinforcement.
- Continuously A/B test and optimize campaigns to drive incremental gains in conversion and retention. Develop reports and presentations for leadership and stakeholders that quantify incremental results of lifecycle initiatives and justify tech investments. Converse thoughtfully and effectively with marketing leadership and senior leaders at the company
- Create and define the future strategy for CEM at Western Union

**Role Requirements**
- Bachelor’s degree in marketing, business, or a related field and 10 years of work experience.
- This role will be based in Miami, or New York and will work from 6 am ET
- Proven experience in customer global lifecycle management or related roles.
- Familiarity with customer relationship management (CRM) software and/or marketing automation tools (SFMC, Braze, Oracle, Adobe)
- Strong analytical skills with ability to interpret data and draw actionable insights.
- Strong PowerPoint and Excel skills. Excellent communication and interpersonal skills.
- Ability to work collaboratively across different departments and teams.
- Result-oriented with a focus on driving continuous improvement.
- Strong project management and organizational skills.
- Ability to adapt to changing priorities and work in a fast-paced environment. Knowledge of customer segmentation and targeting strategies.
- Available to work 6am ET.

**We make financial services accessible to humans everywhere. Join us for what’s next.**

Western Union is positioned to become the world’s most accessible financial services company — transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

**Salary**

**Benefits**

Your United States-specific benefits include:

- Family First Program
- Flexible Time Off
-

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