Sr Director, CRM

New York, New York CRM Posted October 31, 2023
#215248
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Title: Sr Director, CRM
Location: New York, NY (hybrid)
Company: Global retailer
Salary: $180,000 – $200,000
*Salary is commensurate with experience and is an estimated range provided by JBC
Responsibilities:

The Sr Director, CRM will be an instrumental member of the North America Marketing team, leading omni-channel strategy of customer retention programs and processes in support of our ever growing owned & operated omni-channel business. They will be responsible for crafting the retention strategy inclusive of segmentation, email and SMS marketing, lifecycle marketing and Loyalty. The ideal candidate will have a customer first mindset, analytical and data driven, aimed at maximizing revenue opportunities to achieve the region’s brand and commercial objectives.

 

Responsibilities:

  • Responsible for developing and managing CRM strategies that align with the overall marketing calendar, orchestrating the right messages at the right time to the right audience and drive engagement and sales on our owned and operated e-commerce and retail channels.
  • Strategic thinker with an analytical mindset and the ability to think outside of the box
  • Manage a team of channel experts across Email, Segmentation and Loyalty and track measurement through each customer touchpoint for a holistic view of the consumer journey to achieve growth across all KPIs and CLTV
  • Understand and interpret customer data and drive actionable insights that will help optimize as well as improve retention for existing customers
  • Lead strategy, development and roadmap for building a new Loyalty program
  • Collaborate with Integrated Marketing and Channel leads to align retention channel messaging with product priorities, brand and commercial goals and optimize plans as needed to address business challenges
  • Work with IT group to prioritize marketing & technology projects including app marketing, SMS, and push notification programs
  • Monitor and maximize customer lifetime value strategies ensuring maximum profitability
  • Engage collaboratively with the Analytics to establish KPIs and define the learning and testing agenda
  • Partner with IT to define requirements for system improvements/enhancements and to support the day-to-day maintenance and development of the Consumer Data Platform
  • Holistic collaboration with digital marketing, ecommerce, retail and wholesale teams to synchronize and support engagement across channels
  • Superb leadership and management skillsStay up-to-date with industry trends and perform regular, thorough market research and competitive analysis to identify best practices and innovation

 

Qualifications:

  • Bachelor’s degree
  • 10+ years of Marketing and CRM experience in a multi-channel or online retail environment. Fashion, beauty and lifestyle experience preferred
  • Experience with Campaign Management tool (Salesforce, AgileOne, Acquia, etc.)
  • Significant experience developing and managing a consumer facing loyalty program
  • Strong collaboration & communication skills a must
  • Knowledge of CRM technology management, with a strong understanding of marketing, data structure, operational databases & segmentation
  • A passion for digital, CRM and one-to-one communications, using data for insights and excited about incorporating new technologies into traditional CRM approaches and formats
  • Experience managing a team
  • Demonstrated success working in an integrated cross-functional team environment, providing effective creative direction and strategic feedback to improve campaign performance
  • Working knowledge of Adobe Analytics & SQL a plus
  • Proven track record of creating brand equity and driving commercial results with a blend of marketing creativity and data-driven insights
  • Excellent presentation skills
  • Proficiency in MSFT Office; deep experience with data analysis in Excel
  • Strong analytical, problem solving and critical thinking skills
  • Collaborative team-player yet comfortable with independence
  • Can multi-task, prioritize, and balance time across brands, multiple partner relationships and internal initiatives on a daily basis while maintaining a profound attention to detail
  • Proven ability to communicate & translate technical knowledge to a range of audiences, including brands, corporate leadership, technology partners, and agencies
  • Project management skills (e.g., building & rigorously tracking work plan)
  • Excellent verbal and written communication skills
  • Relentless commitment to quality and efficiency

 

 

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