Director of Global CRM
The Director of Global CRM is responsible for developing and implementing strategies to acquire and retain customers, and to optimize customer loyalty, retention, and satisfaction.
Responsibilities:
* Lead the Global CRM team and manage the day-to-day operations of CRM activities.
* Define and monitor CRM KPIs and metrics, such as customer lifetime value, retention rate, churn rate, and net promoter score.
* Develop and implement CRM strategies and best practices to acquire and retain customers, and to increase customer loyalty, retention, and satisfaction.
* Design, execute, and evaluate CRM campaigns and programs across multiple channels and platforms, such as email, SMS, push notifications, web, and mobile.
* Segment and target customers based on their behavior, preferences, and needs, and deliver personalized and relevant messages and offers.
* Test and optimize CRM campaigns and programs to improve performance and ROI.
* Analyze and report on the impact and effectiveness of CRM campaigns and programs – provide insights and recommendations for improvement.
* Collaborate with other departments, such as marketing, sales, product, and analytics, to ensure alignment and integration of CRM goals and initiatives.
Qualifications:
* Bachelor's degree in marketing, business, or related field. Master's preferred.
* Minimum 10+ years of experience in CRM, customer loyalty, or retention marketing.
* Strong depth in analytics and ROI optimization of CRM programs.
* Proven track record of developing and implementing successful CRM strategies and campaigns.
* Strong knowledge of CRM tools and platforms, such as Salesforce, HubSpot, etc.
* Strength in data analysis and reporting, and familiar with CRM metrics and KPIs.
* Excellent communication, presentation, and leadership skills.
* Ability to work in a fast-paced and dynamic environment.
* Customer-centric and results-oriented mindset.