What This Position is All About:
The Director, CRM will lead the development of a customer centric contact strategy that create and grow customer loyalty, engagement and brand advocacy. The ideal candidate is skilled at both interpreting data and helping to shape the messaging and targeting to deliver the relevant message to right customer. You should have considerable experience with CRM/Data platforms and KPI metrics. You should be highly analytical and able to identify new opportunities and creative thinking to improve customer retention and wallet share. The Director will lead a team of analysts and develop the team to think strategically about the CRM programs built for the customer and report into the VP of Analytics and Insights.
Who You Are:
8+ years professional experience with progressively growing responsibilities in CPG/Retail or marketing teams working hand in hand with targeted and brand marketing teams.
5+ years of experience in CRM / Marketing Analytics domains implementing customer facing automated programs, working collaboratively with cross functional business users
2+ years of experience working in or with direct-to-consumer loyalty marketing teams
Working knowledge of database query languages (e.g. SQL)
Technical expertise with CRM/CDAP and analytical systems
Demonstrable success in customer lifecycle management and customer retention strategies
Ability to strategically execute in the short term while simultaneously developing a long-term customer contact strategy
Strong ability to manage multiple priorities and deadlines
Familiarity with current privacy and compliance requirements related to customer/personal data (CCPA, CSTL, GDPR)
BS, MBA or Masters in marketing, analytics, business or comparable area
As The Director, CRM You Will:
Lead and manage the CRM planning, timelines, communication and segmentation selection that supports the targeted, brand and loyalty marketing teams. Partner cross-functionally to define consistent KPIs and reporting on results.
Help build, architect and recommend test strategies to improve personalization, ROI and increase omni sales and help build out new ways/channels for direct marketing to our customer base (both new and existing)
Partner closely with the marketing, ecommerce and merchant teams to activate a unified contact plan across customer facing marketing channels
Additional responsibilities as required
How Often You May Travel:
Your Life and Career at HBC:
Thank you for your interest with HBC. We look forward to reviewing your application.
HBC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HBC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
HBC welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.