The Director of Customer Relationship Management Operations will play a pivotal role in designing the overall capabilities and managing the successful execution of our programs designed to improve the lifetime value and health of our customer base.
The ideal candidate will be a proven expert in designing and executing Omni-channel communication strategies across a customer’s lifecycle in a fast paced and multi-faceted subscription business. They will have extensive knowledge in customer data management, customer segmentation & marketing automation as a means to increment performance gains with the customer.
Accountable for the rationalization and management of all CRM, marketing automation & data requirements needed to deliver our digital customer growth goals.
Utilize best practices to develop cross-channel customer journeys, set-up rules based creative messaging, develop and monitor testing scenarios and regularly surface business analytics and insights to the business. This includes implementing lifecycle strategies, marketing automation, user segmentation/scoring and leveraging dynamic/triggered messaging to optimize customer responsiveness.
Responsible for all CRM related vendor relationships including ensuring we have required SLAs in place and highly valuable partnerships across the group. This also includes recommending, vetting and building out any new vendor requests to meet our evolving needs and visions for CRM.
Take operational responsibility for the delivery of campaigns through 1:1 channels. Initially through managed services via vendors, with the expectation to evolve to a self-service model.
Partner with leadership to define the vision and solicit support to expand CRM strategy in line with business growth goals.
Qualifications
8-9+ years of experience in CRM / direct marketing experience in a fast-paced consumer environment. Preferably within a digital based subscription business. Agency or client side welcome.
Strong experience with enterprise CRM / customer databases / ESP platforms in an operational and executional capacity required.
Experience with a campaign management and outbound channel fulfilment solutions required.
Proven experience in multi-vendor management is required.
Analytical thinker with a depth of knowledge in digital analytics, campaign tracking and ROI metrics
Experience with multivariate, A / B and more complex communication testing strategies required.
Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment.
Strong communication and presentation skills with an ability to communicate both upwardly and cross functionally
A Bachelor’s degree required in Business, Marketing or Technology.
Send To A Friend
Posts
