Director, CRM

Position Summary

Role and Responsibilities

The purpose of the Director CRM position is to direct the governance of the SEA CRM COE by 1) establishing CRM best practices for business stakeholders and ensuring compliance 2) setting and monitoring CRM program targets 3) driving CRM file retention & growth practices across email, SMS, Push and other channels 4) facilitating resolution when competing goals create inter-divisional conflicts within CRM (i.e. audience prioritization).

Role & Responsibilities

• Oversee CRM Governance team responsible for ensuring coordinated CRM campaigns across SEA that are compliant with standards and protocols. Publish playbooks and organize regular workshops focused on providing program performance updates and roadmaps.
• Drive CRM file retention and growth across established and new marketing channels. Identify new opportunities for reaching current and future Samsung owners for DTC communications.
• Conceive and facilitate initiatives to improve CRM performance, including use of Ai for automated decisioning, content generation, and campaign auditing.
• Bring thought-leadership based on deep analysis of the SEA CRM program as well as a thorough understanding of industry trends and best practices. Develop educational topics and presentations to share with Marketing leadership.
• Set expectations for annual CRM targets with business teams, and provide guidance and suggestions for closing gaps when targets are at risk of being missed. 
• Establish key criteria for determining "Best Practices" and ensure proper testing methodology is used when documenting results. 
• Identify new opportunities for B2B CRM to develop and/or grow key customer segments. Add a B2B CRM Playbook to the current B2C version. Create a new B2B CRM COE, including governance council, target setting, and planning process. 

Skills and Qualifications

Minimum Qualifications    

• Bachelor's degree with 12+ years of experience in Digital Marketing, including CRM Marketing (campaign strategy, segmentation and performance management)
• MBA degree preferred                                                                                                                                                  
• 3+ years managing direct reports
• Experience with CRM systems, including Adobe Campaign, Movable Ink, Attentive, Insider One
• Team-first leader who can leverage data and technology to inspire the organization         
• An iterative thinker who can challenge the status quo via data. Process-orientation to enable scale
• Consummate collaborator committed to communication excellence       

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