Dell is seeking a customer-oriented, data-loving marketer to join the Global CRM, Consumer and Small Business team as Director of Contact and Engagement Strategy. This position will be a thought leader in the organization, playing a critical role in developing the customer-centric marketing, communications and engagement strategies and strategic roadmap by selected customer segment.
The Director, CRM Contact and Engagement Strategy will be responsible for optimizing the omnichannel customer contact and engagement strategies. The channels of marketing, communications and engagement will include digital, social, email, catalog, direct mail and retail. The Director will be responsible for managing across both Consumer and Small Businesses. He / she will be responsible for developing contact and engagement strategies for major sub segments as well.
Strong candidates will have a proven track record of innovating in the CRM & Loyalty space, taking customer insights and translating it into highly effective marketing campaigns and interactions, delivering business results and customer engagement. Candidates must also be able to lead and develop teams, work in cross-functional teams and use data to drive decision-making.
This position will report to the Executive Director of Global CRM, Consumer and Small Business and manage three direct reports: Consumer, Small Business and Trigger Marketing. Relocation to the location of our corporate headquarters Austin, Texas is not required. If the individual chooses not to relocate there will be approximately 20-25% travel to our corporate headquarters.
MAJOR RESPONSIBILITIES
- Develop and implement marketing, communication and engagement strategies to acquire, retain and engage customers; Develop programs to migrate customers into higher value repeat customers.
- Design and implement an omnichannel strategies
- Responsible for leading NA marketing, communication and engagement strategies initially with the objectives to lead globally for Consumer and Small Businesses
- Customer Experience Design: Leverage insights and analytics to lead redesign work of high leverage cardmember “moments” that drive to higher overall advocacy (NPS), by not only removing negative drivers but also delivering surprise & delight moments that yield positive customer passion
- Marketing & Innovation: Reinvent and drive horizontal cardmember marketing efforts leveraging CRM best practices, deep consumer insights and world class marketing techniques. Focus on marketing innovation will be critical to deliver lifecycle management. We will also look to this individual to assess and drive capability needs to improve the “back office” of customer management needed to consistently deliver the desired experience; Responsible for customer contact strategy and all relevant touch points including the development of a customer contact map and a constant review of key performance metrics for each touch point
- Formulate tests of offers, creative, tactics and segmentation to play out optimization hypotheses and recommend action plans for improve performance.
- Develop marcom to convert prospects into acquired customers
- Support key relevant programs, including Lifecycle Marketing, Trigger Campaigns and Dell Advantage Loyalty program
- Plan tests, measure results and execute improvements to increase efficiency of marketing efforts.
Qualifications
REQUIREMENTS
- An undergraduate degree plus 10 years of relevant experience.
- Strong decision-making skills even when there is a high degree of ambiguity
- Strong leadership skills with a demonstrated ability to motivate a variety of people, both internal employee teams and external vendor groups
- Strong consumer intuition which can be leveraged into business building strategies
PREFERENCES
- MBA Degree
- Experience at a global company or top-tier consulting firm is highly desirable.
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