Job Description: • 2-minute read •
The Director of Customer Relationship Marketing is a key leadership role that will have ultimate responsibility for CRM and the success of the Norton online subscription business in the Americas region (NAM, Canada, LAM). This role has direct line management of the Americas territory CRM managers and works closely with the online acquisition leads, regional sales, and marketing leaders to effectively execute in accordance with the goals to maximize business results for the region.
By monitoring, analyzing and managing subscription business performance and KPI’s this role will lead efforts to optimize the online renewal experiences, design and optimize customer lifecycle communications, create and implement upsell and cross sell strategies, develop customer loyalty programs and execute win-back to improve results within the region. Success in this responsibility is measured in plan attainment (across bookings and revenue), reducing customer churn, sustainable long-term profitability (unit and CLV growth), and by building team talent along with successful cross-functional teamwork.
The ideal candidate has experience running a multi-country online subscription business, is energetic, flexible and highly organized with the ability to quickly grasp business needs and market opportunities. The candidate should be highly analytical and comfortable deriving meaning and relevance from data as well as bringing structure to ambiguous situations, and has strong facilitation and influence skills at the executive level.
Responsibilities
Approximate Direct HC managed: 5
Create the regional subscription business strategy, tactics, and operational plan that drives over achievement of business goals aligned to the agreed Norton Strategy and regional plan.
Identify and pursue opportunities to grow the Norton subscription business in the region while balancing short and long-term business objectives.
Define, localize and optimize the regional online renewal experiences to improve conversion
Localize and optimize regional customer lifecycle communications to drive engagement
Create and implement regional upsell and cross sell campaigns to improve CLV
Work collaboratively to build programs to improve subscription enrollment and improve the customers subscription experience across acquisition, support, and in-product
Lead and be accountable for the results of a global CRM program and priority
Facilitate and coordinate regional subscription forecasting processes to enable accurate, timely, and insightful forecast updates.
Provide business insights and data to influence and help make business unit decisions for optimal outcomes
Manage business performance by driving quarterly subscription and business business reviews to assess progress on the agreed plan and make business adjustments as needed
Recruit top talent and build and develop the team, enabling them to deliver business results
Drive performance review and development planning process with annual and quarterly review meetings in each territory
Recommend and/or approve people related decisions – hiring, promotions, merit increases, rewards & recognition, training initiatives etc.
Identify and allocate appropriate resources to business requirements working closely with Finance and online enablement teams
Work collaboratively with other leaders to prioritize, make decisions, and acquire additional resources as required
Qualifications
8 plus yrs experience with demonstrated career progression leading multi-country online sales
6-8 yrs management experience
Advanced knowledge with experience in digital and CRM marketing (Web, Email, Trialware, OEM, and Retention)
Advanced experience in ecommerce and optimization methods and techniques
Advanced experience in analytics and data driven decision making
University degree or equivalent required, with business school MBA preferred
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
The Director of Customer Relationship Marketing is a key leadership role that will have ultimate responsibility for CRM and the success of the Norton online subscription business in the Americas region (NAM, Canada, LAM). This role has direct line management of the Americas territory CRM managers and works closely with the online acquisition leads, regional sales, and marketing leaders to effectively execute in accordance with the goals to maximize business results for the region.
The ideal candidate has experience running a multi-country online subscription business, is energetic, flexible and highly organized with the ability to quickly grasp business needs and market opportunities. The candidate should be highly analytical and comfortable deriving meaning and relevance from data as well as bringing structure to ambiguous situations, and has strong facilitation and influence skills at the executive level.
Responsibilities
Approximate Direct HC managed: 5
Create the regional subscription business strategy, tactics, and operational plan that drives over achievement of business goals aligned to the agreed Norton Strategy and regional plan.
Identify and pursue opportunities to grow the Norton subscription business in the region while balancing short and long-term business objectives.
Define, localize and optimize the regional online renewal experiences to improve conversion
Localize and optimize regional customer lifecycle communications to drive engagement
Create and implement regional upsell and cross sell campaigns to improve CLV
Work collaboratively to build programs to improve subscription enrollment and improve the customers subscription experience across acquisition, support, and in-product
Lead and be accountable for the results of a global CRM program and priority
Facilitate and coordinate regional subscription forecasting processes to enable accurate, timely, and insightful forecast updates.
Provide business insights and data to influence and help make business unit decisions for optimal outcomes
Manage business performance by driving quarterly subscription and business business reviews to assess progress on the agreed plan and make business adjustments as needed
Recruit top talent and build and develop the team, enabling them to deliver business results
Drive performance review and development planning process with annual and quarterly review meetings in each territory
Recommend and/or approve people related decisions – hiring, promotions, merit increases, rewards & recognition, training initiatives etc.
Identify and allocate appropriate resources to business requirements working closely with Finance and online enablement teams
Work collaboratively with other leaders to prioritize, make decisions, and acquire additional resources as required
Qualifications
8 plus yrs experience with demonstrated career progression leading multi-country online sales
6-8 yrs management experience
Advanced knowledge with experience in digital and CRM marketing (Web, Email, Trialware, OEM, and Retention)
Advanced experience in ecommerce and optimization methods and techniques
Advanced experience in analytics and data driven decision making
University degree or equivalent required, with business school MBA preferred
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
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