About this job
Seeking a Senior Director of CRM to lead the development and execution of customer relationship management (CRM) strategy, enhancing customer engagement and loyalty across all touchpoints. This role requires a visionary leader with a deep understanding of CRM best practices, strong analytical skills, and a proven ability to drive measurable results. You will be responsible for building and scaling our CRM programs, optimizing customer lifecycles, and fostering a data-driven approach to customer engagement.
What You’ll Do
- Develop and execute comprehensive CRM strategies to drive customer acquisition, engagement, retention, and loyalty.
- Lead the design and implementation of personalized customer journeys across multiple channels (email, push notifications, in-app messages, SMS, etc.).
- Manage the CRM technology stack, ensuring optimal performance and integration with other systems.
- Oversee the segmentation of customer data to enable targeted and relevant communications.
- Collaborate with product, marketing, sales, and analytics teams to align CRM initiatives with overall business goals.
- Establish and monitor key CRM metrics, providing regular reports and insights to stakeholders.
- Identify opportunities for A/B testing and continuous optimization of CRM campaigns.
- Stay informed about industry best practices and emerging trends in CRM and customer engagement.
- Build, mentor, and lead a high-performing CRM team, fostering a culture of innovation and data-driven decision-making.
Qualifications
- Bachelor’s degree in Marketing, Business, or a related field; Master’s degree preferred.
- 10+ years of progressive experience in CRM, with at least 5 years in a leadership role.
- Proven track record of developing and executing successful CRM strategies that drive measurable results.
- Deep expertise in CRM platforms (e.g., Salesforce Marketing Cloud, Braze, Iterable) and marketing automation tools.
- Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions.
- Excellent communication, interpersonal, and presentation skills.
- Ability to thrive in a fast-paced, dynamic environment.
- Experience in the sports, entertainment, or ticketing industry is a plus.
