Associate Director, CRM Audience Strategy

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. Serve as a key liaison between the CRM team and other stakeholders to ensure consistency in messaging and customer experience.
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
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


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