We are looking for a senior leader to head the WDG Consumer Engagement CRM team. The CRM team owns strategy development, creative execution, and measurement for all one to one communications with our customers through our owned and operated marketing channels.
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• Defining, communicating, and implementing the long term vision for WDG CRM - from strategy to channel evolution and execution to innovation, process and operational improvement, and the use of data, analytics, and measurement.
• Leading a strong team of CRM leaders and practitioners- aligning staff and budget to business priorities, ensuring completion of deliverables, and guiding the long term growth and morale of the CRM team.
• Leading the CRM team in the evolution to best-in-class lifecycle marketing - pivoting from event/launch based efforts to customer life stage, telemetry/behavior based marketing.
• Creating fans for Microsoft by generating engagement and advocacy through our CRM efforts. Ensuring our communications result in healthy customer relationships that are relevant, timely, respectful, and mutually profitable across all lines of business.
• Fostering and supporting a constant test, learn, innovate culture in all aspects of CRM - creative, targeting/segmentation, personalization, data, and best in class marketing technology.
• Partnering with the Consumer Data & Analytics Team leadership to develop and deploy advanced targeting, insights, and analytics in support of CRM efforts.
• Building strong relationships with Product Management, IMC, and other MARCOM teams to prioritize and define CRM programs that are fully integrated with business objectives and overall MARCOM activities.
• Partnering with Engineering and Product Management to influence product roadmaps, enabling in-product marketing capabilities and ensuring CRM principles are incorporated into product development (i.e., collection of telemetry data for targeting/analysis, ongoing enhancement of in-product targeting capabilities).
• Educating internal partners, external partners, and Microsoft leadership on the principles, capabilities, and value of CRM.
• Be a CRM thought leader within WDG and as part of cross-Microsoft relationship marketing and fan building initiatives.
Qualifications:
1. Seasoned relationship marketing expert with 10-15 years of experience successfully managing centralized teams for global brands in the end to end execution of global campaigns and programs
2. Proven track record of leading a high performing team and developing people.
3. Passion for understanding customer needs and delivering exceptional customer experiences.
4. Comfortable dealing with ambiguity and able to influence at multiple levels in a highly matrixed organization
5. Successful strategy development and results in relationship marketing (i.e., driving engagement, usage, conversion, and advocacy).
6. Demonstrable experience in CRM channel evolution and innovation, most importantly, the necessary business and partnership skills to enable in-product CRM communications
7. Strong strategic thinking complemented with a bias for action. A successful candidate needs to be able to lead the team to define a vision, develop strategic, actionable and integrated plans that drive measurable impact, and execute successfully.
8. Ability to think innovatively, influence executives and multiple and diverse partner teams to deliver on new ideas, implement new channels, and build end-to-end, customer-centric experiences.
9. Expert understanding of analytics, including testing/segmentation
10. Demonstrated ability to use data to build and present business cases to leadership and internal partners
11. Ability to lead creative agencies to align on efficient resourcing and budget allocation while developing compelling messaging and creative.
12. Consumer brand experience required. Commercial (B2B) experience a plus.
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