Director of CRM
Los Angeles, CA
The CRM Director will be responsible for conceptualizing, developing, and managing omni-channel/digital, loyalty and data-driven customer relationship strategies. You will collaborate with cross functional partners in Ecommerce, Retail, Marketing, and Buying to translate these strategies into actionable plans that will deliver personalized customer journeys and drive an increase in customer acquisition and retention to drive sales and deliver on business objectives.
" Lead onboarding of new CRM platform and vendor to ensure customer data meets quality and standards that allow for successful execution of new CRM and loyalty programs
" Develop CRM & Loyalty roadmap, segmentation, and content planning
" Manage and drive on-going optimization of CRM and Loyalty programs to drive continued growth and improvement in retention and loyalty
" Define and monitor success of program and customer segments. Identify and report on health of Customer KPIs to track effectiveness of programs and assess levels of brand loyalty over time; apply learnings to continually advance and optimize CRM initiatives.
" Own customer analytics and behavioral reporting in partnership with CRM vendor. Analyze customer data to help key stakeholders make informed decisions on business and marketing strategies and objectives.
" Create and maintain a formal process to update and share findings with cross-functional partners and leadership team.
" Drive target customer understanding and advocacy throughout the organization
" Serve as a knowledge leader, using structured problem solving to craft and execute thoughtful insights and strategies
" Lead CRM and ESP vendor relationship, develop and maintain successful vendor deliverables, focused on continuous relationship management and capabilities assessment
" Develop testing strategies for all aspects of CRM to ensure the most effective approach for the different brands, and their respective customers and product offering.
" Optimize Email channel and campaigns with ongoing multivariate tests of customer segmentation, subject lines, time of send, content, landing pages and channel making them highly relevant and effective
" Help guide email segmentation, targeting, and lead nurture strategies
" Develop customer journey mapping across platforms (site, performance marketing channels, owned channels), analyzing all touchpoints and opportunities for growth and optimization
" Optimize and increase capture rate both in store and online through CRM and loyalty initiatives and data capture strategies
" Manage segmentation strategy and list pulls for campaigns
" Expert knowledge and skill with translating data into insights, particularly as it relates to CRM and consumer/behavioral analytics
" Knowledge of both qualitative and quantitative methodologies in data analytics
" Proven record of partnering cross functionally to create personalized customer experiences
" Demonstrated strength in communication and influencing skills; not only written and verbal, but also in the engagement of internal and external business partners
" Technical proficiency and knowledge of CRM database solutions and feeds, loyalty, and analytical systems
" Must be able to work with technical data, as well as, creative concepts
" Extensive experience analyzing customer behavioral data
" Must have segmentation experience
" Self-motivated, results-oriented, strategic thinker. Strong time management and prioritization skills
" Retail experience preferred
" CRM and Loyalty program launch experience required
PREFERRED MINIMUM EXPERIENCE:
" 5-7 years CRM and Loyalty program experience
" Proficiency and experience with CRM platforms and solutions
Executive Director of Marketing Recruitment
Executive recruiting since 2006, specializing in the placement of marketing professionals nationwide in the areas of direct marketing. Including: e-commerce, CRM, analytics, database marketing, website analytics, integrated marketing, loyalty marketing, product/brand marketing and much more….
Holly is a results-driven professional with 10+ years of marketing experience – from market research to circulation/catalog and project management experience. Holly has transitioned her experience in the marketing field to recruiting. Holly’s recent successes have been in placing candidates from the level of vice president to manager level in all fields of marketing. She works in various industries such as: big box retail, e-tailers, financial services, CPG/pharmaceutical companies and advertising agencies. Holly holds a B.A. in arts & sciences from Syracuse University.
Mom of two beautiful daughters and yoga enthusiast. “Yoga has been part of my life for four years and my practice has helped me grow both spiritually and physically, both on and off the mat. Yoga inspires me to live each day more mindfully.”