Director of Customer Engagement

3 days ago


Phoenix, Arizona, United States California Closets Corporate Full time
Job Title: Sr. Director Relationship Marketing

California Closets Corporate is seeking a highly experienced and strategic leader to drive growth through customer engagement, retention, and lifetime value. As the Sr. Director of Relationship Marketing, you will be responsible for developing a modern vision for our CRM strategy and executing it across email and direct mail channels.

Key Responsibilities:
  • Develop and manage a best-in-class CRM strategy to propel growth and loyalty with current, past, and future customers throughout their lifecycles.
  • Build a deep understanding of the California Closets customer journey and identify high-impact moments to focus on for growth.
  • Collaborate closely with the growth marketing team and cross-functional partners to ensure insights are actionable and leveraged.
  • Drive critical customer-centric KPIs that this role will help define and champion.
  • Architect learning agendas and test plans to strengthen channel performance, driving incremental revenue and lead conversions.
  • Champion and support improved collection and management of customer data to have more personalized conversations with our customers.
  • Create processes to identify, build, and manage audiences with a focus on automation.
  • Develop campaigns in close partnership with the Brand Strategy and Partnerships Team through results-driven briefs that accelerate performance while amplifying messages that differentiate the Brand through its expertise and design leadership.
  • Manage the CRM budget.
  • Support a team culture that upholds the values of California Closets and is worthy of a Brand of Belonging.
Qualifications:
  • 15+ years of experience building and leading CRM strategy and driving measurable program growth.
  • Deep channel experience in email and direct mail.
  • Skilled at uncovering and interpreting customer and business insights through analytics.
  • Proven competency for telling simple stories from complex data.
  • Experience with technology partnerships inclusive of ESPs, CRM and Database platforms, deliverability consultants, automation and prospecting partners. Salesforce and Salesforce Marketing Cloud experience a plus.
  • Demonstrated ability to assess MarTech opportunities and to enable those partnerships in collaboration with technology and product teams.
  • Strong written and oral communication skills that flex across a range of stakeholders from cross-functional partners, installers, designers, senior leaders, and operators.
  • Demonstrated experience managing the complexity of campaign strategy, testing, and reporting across scores of geographic regions and customer segments.
  • Servant leader mentality required.


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