Senior Director of CRM
HybridChicago, Illinois, United States
Job Summary
Craft and oversee CRM strategies aligned with brand objectives to drive revenue through direct-to-consumer channels. Design customer journey maps to optimize touchpoints, engagement, and retention while implementing robust testing agendas for rapid iteration. Lead a team of 10+ channel experts in Direct Mail, Email, and SMS, managing CRM journeys, triggers, and batch campaigns. Evaluate initiatives against KPIs using dashboards and ad hoc analysis to inform future strategies and drive marketing automation efficiency. This senior leadership role sits within the Marketing team at one of America's largest retailers, focusing on cross-channel program development to support expanding business goals.
Required Qualifications
- Bachelor's degree in Marketing, Business, or related field
- Over 10 years of progressive CRM marketing experience
- 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
- Deep expertise in customer journey/lifecycle marketing, encompassing segmentation, personalization, and scaled customer journey management
- Strong leadership and communication skills
Desired Qualifications
- MBA
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