Vice President, Customer Relationship Management

7 days ago

Detroit, Michigan, United States Rocket Mortgage Full time
About the Role

We are seeking a highly skilled and experienced Vice President, CRM and Lifecycle Marketing to join our team at Rocket Mortgage. As a key member of our marketing leadership team, you will be responsible for developing and executing a comprehensive CRM strategy that drives customer engagement, loyalty, and retention.

Key Responsibilities:

  • Develop and implement a multichannel CRM strategy to build lasting brand affinity and drive performance marketing initiatives
  • Enhance customer engagement, loyalty, and retention through strategic CRM programs
  • Collaborate closely with the marketing team to ensure CRM initiatives align with and reinforce our brand values and positioning
  • Lead teams focused on CRM strategy development and implementation
  • Drive brand affinity and performance marketing through strategic CRM programs
  • Utilize data interpretation to optimize customer journeys and improve overall client experience
  • Champion data-driven decision-making, measuring CRM effectiveness to drive return on investment (ROI) and client delight
  • Select and implement CRM platforms for multichannel, scalable, personalized customer interactions
  • Collaborate cross-functionally, influencing stakeholders for cohesive CRM management
  • Mentor team members to develop technical and strategic expertise in CRM marketing
About You

We are looking for a seasoned marketing professional with a strong background in CRM, customer experience, and leadership. The ideal candidate will have:

  • Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred
  • 12 years of experience in marketing, focusing on CRM, customer experience, or related role
  • 7 years in a leadership capacity
  • Leadership experience in multichannel CRM strategy development and implementation, focusing on brand building and performance marketing
  • Experience designing and executing successful lifetime marketing strategies
  • Strong analytical skills with the ability to derive actionable insights from data to drive marketing strategies
  • Experience managing people and teams, with a strong history of talent development and an ability to coach, educate, and grow junior talent
  • Experience managing CRM platforms and tools, preferably in a technology-driven or financial services environment
  • Experience managing large customer datasets, including working with 3rd party datasets
  • Proven record of developing and executing innovative ideas, embracing the use of AI technologies
  • Excellent communication and collaboration skills, with the ability to influence stakeholders, work effectively across functions, and build relationships at all levels
  • Excellent organizational and prioritization skills
  • Strategic mindset with a customer-centric approach and a passion for delivering exceptional customer experiences
  • Deep familiarity with best practices for key performance indicators (KPIs), growth levers, technical implementation, data privacy & consent, legal compliance, customer segmentation and creative content strategy as they relate to CRM and customer retention
  • Deep understanding of CAN-SPAM, SMS compliance / TCPA laws and email security sending protocols
  • Experience with financial products, pre-qualifying and portfolio management preferred
What We Offer

We offer a comprehensive benefits package, including health insurance, retirement savings, and paid time off. We also provide opportunities for professional growth and development, including training and education programs.

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive workplace where every voice is heard and valued.

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