Associate Director, CRM Audience

4 weeks ago

Framingham, Massachusetts, United States Bose Full time
Job Description

The Associate Director of CRM Audience and Martech Activation will lead the development and execution of CRM platform and audience development to drive customer engagement, retention, and revenue growth targets. This role is responsible for overseeing CRM operations, loyalty initiatives, audience maturity, data science models, and cross-functional collaboration to enhance the customer experience.

Key Responsibilities
  • Oversee all CRM & Loyalty platforms, tools, and the audience strategy to deliver on shared goals for customer engagement, revenue, and lifetime value.
  • Own and develop new ways to mature and automate audience segmentation and orchestration with Bose CDP, ESP, and other Martech tools.
  • Manage and optimize CRM systems and tools to support data-driven marketing and personalized customer experiences.
  • Work closely with IT and other departments to ensure smooth integration of CRM platforms and data systems.
  • Launch newly developed loyalty program on new technology across website and app experiences.
  • Bring to market new loyalty program functionality and design.
  • Continuously analyze and refine loyalty program offerings to meet customer needs and business objectives.
  • Monitor program performance and customer behavior to identify opportunities for improvement and innovation.
  • Leverage customer data and analytics to inform CRM and loyalty strategies.
  • Develop and track KPIs to measure the effectiveness of CRM campaigns and loyalty initiatives.
  • Use insights to optimize customer segmentation and platform experiences to deliver personalized experiences across touchpoints.
  • Partner with marketing, product, sales, and customer service teams to align CRM and loyalty strategies with broader business initiatives.
  • Manage budgets for CRM and loyalty programs, ensuring cost-effective strategies that maximize ROI.
  • Lead, mentor, and develop a team of audience and Martech specialists fostering a culture of performance and growth.

Requirements

  • Min 15 years digital marketing experience.
  • Min 5 years working on CRM or Loyalty operations and activation.
  • BA required (Business, Marketing).
  • Experience with Adobe suite (Campaign, Target, Analytics) and SFMC including Loyalty Manager.
  • Experience in audience segmentation.
  • Experience with global email management and site optimization.

About Bose

Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. For additional information, please review: (1) the EEO is the Law Poster; and (2) its Supplements. Please note, the company's pay transparency is available at http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf. Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail to Wellbeing@bose.com and let us know the nature of your request and your contact information.

Our Commitment to Diversity and Inclusion

Our goal is to create an atmosphere where every candidate feels supported and empowered in the interviewing process. Diversity and inclusion are integral to our success, and we believe that providing reasonable accommodation is not only a legal obligation but also a fundamental aspect of our commitment to being an employer of choice. We recognize that individuals may have different needs and requirements based on their abilities, and we provide reasonable accommodations to ensure ideal conditions are met during the application process.

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