Senior Director of CRM

Overview

One of America's largest retailers is seeking a growth-oriented Senior Director of CRM. The Senior Director of CRM & Customer Engagement will play a pivotal role within the Marketing team, spearheading the development and execution of cross‑channel CRM programs and processes to support the company's expanding business. In this leadership role, the Senior Director will be responsible for shaping CRM strategies, encompassing customer engagement, journey mapping, segmentation, personalization, and campaign development to enhance revenue growth for the company's products and services.

Responsibilities

• Craft and oversee CRM strategies aligned with the overall brand and marketing objectives, ensuring timely delivery of targeted messages to drive customer engagement and revenue through direct‑to‑consumer channels.
• Design and assess customer journey maps to identify and quantify touchpoints, optimizing the overall customer experience, engagement, and retention.
• Implement a robust testing agenda to refine content and channel performance, leveraging iterative testing, data analysis, and continuous improvement strategies for rapid iteration and adaptation.
• Enhance CRM channel performance, including direct email, SMS marketing—to drive top‑line revenue growth and channel efficiency.
• Lead, mentor, and develop a team of channel experts (10+) specializing in Direct Mail, Email, and SMS, overseeing the implementation of CRM journeys, triggers, and batch campaigns.
• Evaluate CRM initiatives against key performance indicators (KPIs), utilizing standard dashboards and ad hoc analysis to measure success and inform future strategies.
• Drive marketing automation initiatives in email and mobile marketing, ensuring efficiency and delivering business results in terms of traffic, open/click rates, conversions, and revenue.

Qualifications

• Bachelor's degree in Marketing, Business, or related field; MBA preferred.
• Over 10 years of progressive CRM marketing experience, including cross‑channel contact strategy, customer segmentation, and campaign development and execution.
• Demonstrated experience leading multi‑functional teams for over 5 years.
• Proficiency in CRM and CDP tools, including marketing automation platforms and relational databases (e.g., Salesforce, Segment, Snowflake).
• Proven track record in designing and deploying comprehensive, cross‑channel CRM programs focused on retention, employing various messaging/content, incentives, and engagement tactics to enhance conversion and customer lifetime value (CLTV).
• Deep expertise in customer journey/lifecycle marketing, encompassing segmentation, personalization, and scaled customer journey management.
• Strong leadership and communication skills, with the ability to collaborate effectively across cross‑functional teams.