CRM Director

The Knot Worldwide is seeking an experienced CRM leader to build a world-class CRM program for our company. As a Director, Consumer CRM, you will be responsible for developing and executing a comprehensive CRM strategy that drives customer engagement, retention, and growth.

• Develop and implement a CRM lifecycle strategy that aligns with our company's goals and objectives.
• Build and maintain a best-in-class personalization experience for our customers, leveraging data and analytics to drive customer engagement and retention.
• Expand and grow our CRM database to maximize volume and increase conversion against high-value actions.
• Audience Segmentation & Data Automation: Confirm the quality of our audience pools and customer behavioral data through data analysis and validation.
• Forecasting: Accountable to CRM department budget/cost forecasts & customer KPI targets, partnering with the finance team on P&L line management.
• Data Quality and Martech Platforms: Deeply understand our CDP inputs, outputs, and SFMC to ensure data quality and robust platform productivity.
• Build Optimization and Testing Roadmaps: Drive the roadmap for CRM Marketing optimizations, test frameworks, and projects demonstrating an understanding of database, data flows, email best practices, and business rules.
• Evangelize & Advocate for Customer Journey Needs and CRM programs: Serve as the key steward of CRM strategy, lifecycle customer data, and customer journey insights with key stakeholders across the organization.

• 12+ years of hands-on experience executing high-volume B2C multi-channel CRM programs.
• Well-versed in all aspects of business intelligence, marketing analytics, and ecommerce analytics, with deep experience applying analytics to digital commerce or digital marketing.
• Strong experience leading and growing teams, ability to cultivate a fun and fulfilling team culture of collaboration and excellence.
• Excellent people skills - relationship building at all levels, strong communication, collaboration, patience, and tact.
• Experience using Salesforce Marketing Cloud (preferred) or an enterprise-level marketing automation platform.
• Expertise in email best practices, deliverability, and CAN-SPAM regulations.
• Solid knowledge of HTML/CSS coding for email and responsive design best practices.
• Understanding of relational databases and A/B testing methodologies.
• Must exhibit leadership-level verbal, interpersonal, and written communication skills.
• Excellent team player with strong collaborative skills with the ability to work cross-functionally.
• Ability to anticipate needs, innovate, and flourish in a fast-paced, tech environment.

The Knot Worldwide is a global company that believes in doing work that matters. We help people take celebration planning from inspiration to action, and we're passionate about serving and enabling our communities to celebrate the moments that make us. We're seeking applicants who share our values and are passionate about making a difference.