Director, CRM Resume Samples

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L Barton

Lindsey

Barton

77487 Stanton Crest

Philadelphia

+1 (555) 419 2340

77487 Stanton Crest

Philadelphia

Phone

p +1 (555) 419 2340

Experience Experience

Boston, MA

Director CRM

Boston, MA

Johnson, Stamm and Haley

Boston, MA

Director CRM

Leadership in developing strategies and executing against roadmap to drive change
Serve as a knowledge leader, using structured problem solving to craft and execute thoughtful insights and agendas
Manage end-to-end customer contact strategy across all channels
Develop and delivery broad & integrated data research projects that will have company-wide impact
Manage and advocate good measurement techniques throughout the marketing organization through effective leadership
Work with a bias for action and a drive to get things done
Background in Business Analysis or Management Consulting

Dallas, TX

Director, CRM Sales Metrics & Automation

Dallas, TX

Wuckert-Toy

Dallas, TX

Director, CRM Sales Metrics & Automation

Creates a high-performance team environment
Identifies potential areas for improvement and proactively suggests sales process improvements
Supervises and professionally develops subordinates
Provides direction and guidance to team members
Leadership and management of the Sales Tools and Technology team
Pipeline tracking, data validation, and improvement
Analyzes data outputs from CRM solution to inform field on areas for improvement

present

New York, NY

Senior Director, CRM

New York, NY

Kuhn, Haag and Jakubowski

present

New York, NY

Senior Director, CRM

present

Oversee the management of the campaign management tool process for loyalty and email dynamic personalization
Develop and execute strategy for annual external customer contacts which builds loyalty and drives incremental sales
At regular intervals, present results and opportunities on identified areas of improvement at Executive Committee and gain support and sponsorship to execute
Oversee ongoing efforts to refine database segmentation strategies to drive more incremental sales and make the message more relevant to each customer
Perform competitive intelligence to identify promotional activities that fit the company’s strategy and positioning
Oversee the development and implementation of the Rewards Club strategy through in-store and online programs
Develop and executing programs to drive proprietary and co-brand credit cards

Education Education

Bachelor’s Degree in Business

Kaplan University

Bachelor’s Degree in Business

Skills Skills

Develop and execute offers for customers, either via email, direct mail, or mobile
Develop seasonal CRM/marketing budgets, sales plans, ensuring strategic and budgetary goals are met in the most efficient and effective way
Oversee the analysis for all marketing efforts and make recommendations on programs that best support the brand and drive incremental sales and a positive ROIs
Manage third party vendors and relationships – customer database vendor and email and mobile vendor
Grow active customers database and email database
Identify and recommend acquisition and reactivation programs to expand customers and email databases
Develop programs to increase customer spend and life time value (LTV)
Develop and oversee tests to enhance current programs or introduce new ones
Build presentations after a program has completed to disseminate results to senior management
Oversee ongoing efforts to refine database segmentation strategies to drive more incremental sales and make the message more relevant to each customer

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Director, CRM Resume Examples & Samples

Partners with Client Executives and MIS resources to identify business requirements, participates in the development of IT requirements, and owns all application development related activities
Forecasts and manages budget related to service delivery for support and projects
Conducts IT demand planning and forecasting for supported business units. Provides advice to client business unit on new technologies and trends that can optimize business processes and address critical business problems
Responsible for managing the procurement, acquisition and integration of complex software applications and systems including preparation of statements of work
Accountable for providing core staff performance evaluation and measurement. Responsible for development and management of direct reports
Monitors the performance of the service provider(s) as it relates to the support of the application portfolio and or projects for the supported client organization
Provides the service provider(s) with prioritization of the queue of change requests associated with the client’s portfolio

Director, CRM Resume Examples & Samples

Develop and execute offers for customers, either via email, direct mail, or mobile
Develop seasonal CRM/marketing budgets, sales plans, ensuring strategic and budgetary goals are met in the most efficient and effective way
Oversee the analysis for all marketing efforts and make recommendations on programs that best support the brand and drive incremental sales and a positive ROIs
Manage third party vendors and relationships – customer database vendor and email and mobile vendor
Grow active customers database and email database
Identify and recommend acquisition and reactivation programs to expand customers and email databases
Develop programs to increase customer spend and life time value (LTV)
Build presentations after a program has completed to disseminate results to senior management
Oversee ongoing efforts to refine database segmentation strategies to drive more incremental sales and make the message more relevant to each customer
Monitor direct mail, email, in-store marketing and database- related budgets and expenses to ensure proper accounting of all spending
Initiate/execute and analyze all tests carried out in promotional activities to increase efficiencies and ROI
Perform ad hoc reporting for non core promotional activities as needed/requested by different departments in the organization
Oversee the development and deployment of daily email blasts
Oversee the transfer of data attributes, customer opt-in and opt-out information and customer feedback between marketing database and email vendor

Director CRM Projects & Programs Resume Examples & Samples

Strong and proven skills of program management in the area of Consumer-Relationship-Management, Digital Mass Communication and Personalization, Digital Experience, Digital Marketing, Digital Content-Management (CMS), eCommerce, BigData, Realtime Personalization
Technical skills and architecture background in one or two of following areas required: Oracle DB, Adobe Creative and Marketing Cloud, Adobe Campaign, Salesforce.com, Ping Federate, Tridion, Demandware, Cloud & BigData Technologies (NoSQL; Hadoop, HANA, etc.)
Ability to provide a clear framework for performance to direct reports/project team
Pro-active (engaging & impact-oriented) mindset, ability to think end-to-end with a global mindset
Strong experience to work on several projects simultaneously
Be an expert in best-of-breed / best-of-suite digital marketing solutions and be able to communicate / sell the benefits with demanding business stakeholders
Ideally PMI and agile certified
3 to 5 years of experience in managing a team

Senior Director, CRM Resume Examples & Samples

Creative: For execution of promotional activities
Finance: On financial analysis
Planning and Allocation: Monitoring Markdowns
Merchandising: Promotional cadence as it relates to new floor sets, product launches and game plan development
Information Technology: On data transfers and analysis
Store Operations: On promotional planning and credit push
Database vendor: For customer analysis and selection
Credit card vendor: For optimizing credit sales and promotional activities
Email vendor: For email deployment and dynamic data management
Partnership vendor: For new and ongoing partnership development activities
Develop and execute strategy for annual external customer contacts which builds loyalty and drives incremental sales
Oversee the development of seasonal marketing sales plans, ensuring strategic and budgetary goals are met in the most efficient and effective way
Oversee the analysis for all marketing efforts and make recommendations on programs that best support the brand and provide acceptable ROI
Manage the Loyalty Lab (LL: Loyalty Partner), Alliance Data (AD: Credit Card and Database), Regatta (Partnership Partner) and Epsilon (EL: Email) relationships, partnering with LL’s Loyalty team, AD’s Credit/Database teams, Regatta’s Partnership Team and the EI’s Email team to drive brand loyalty and incremental sales
Partner with Finance, Merchandise and Planning and Allocation in the development of budgets and plans
Build end of quarter and end of season hindsight presentations
Identify and recommend acquisition programs to expand cardholder base through the credit and Rewards Club programs, including in-store and direct mail support strategies and program development with LL and AD
Develop programs to increase credit and Rewards Club cardholder spend and life cycle
Work with Stores organization to coordinate in-store acquisition and announcements
Coordinate with AD in the development of 3rd-party cooperative opportunities; select products and approve creative concepts
Develop and oversee tests to enhance current programs or introduce new ones
Coordinate and drive programs to increase the active customer database through Rewards Club, phone capture, prospecting, email database, etc
Coordinate database integration of Rewards Club, ecommerce, email, OAI and AD names and data
Develop and oversee tests to drive better results for database marketing efforts
Monitor Rewards Club, direct mail, email, in-store marketing and database-related budgets and expenses to ensure proper accounting of all spending
Perform competitive intelligence to identify promotional activities that fit the company’s strategy and positioning
Customer Insights. In depth look in the sociodemographic and psychographic characteristics of the company’s customers and comparison to competitors
At regular intervals, present results and opportunities on identified areas of improvement at Executive Committee and gain support and sponsorship to execute
Develop and executing programs to drive proprietary and co-brand credit cards
Develop and oversee primary research including surveys and focus groups
Oversee the development and deployment of email blasts
Oversee the transfer of data attributes, customer opt-in and opt-out information and customer feedback between marketing database, loyalty vendor and email vendor
Oversee the management of the campaign management tool process for loyalty and email dynamic personalization
Oversee in the email data append process to ensure proper legal procedures are followed and administered
Oversee the development and implementation of the Rewards Club strategy through in-store and online programs
15+ years experience in Customer Relationship Marketing
Proven experience in managing multiple functions
Loyalty program development and implementation
Private label and co-brand credit card program development and implementation
Email marketing development and implementation
Partnership marketing development and implementation
Direct mail, magalog or catalog development and implementation
10+ years of leadership/management experience
Solid understanding of modeling and the application of models
Must thrive in a fast paced environment
Knowledge of consumer marketing, brand management, marketing research, advertising, and promotion
Strategic, analytical and creative thinker
Retail/consumer products experience preferred

Director, CRM Channel Analytics Resume Examples & Samples

Lead the delivery of CRM Channel Analytics within Canadian Banking and Insurance, accountable for all CRM Channel analysis, management of the portfolio of CRM channel analytics required for Canadian Banking and Insurance to meet its business and financial imperatives
Provide leadership to identify and collaborate on strategic projects to evolve CRM analytics, CRM ecosystem and improve overall RBC marketing capabilities
Lead an engaged, high performing team of analytics professionals
Lead the identification, implementation and adoption of new methods or processes to optimize CRM channel analytics
Champion Infrastructure and process enhancements to support the ongoing development of marketing and transformational strategies
Collaborate with business partners to deliver strategic projects to help inform and shape the future state of the RBC CRM Ecosystem
Provide thought leadership for the future vision of client centric optimized marketing

Senior Director, CRM & Loyalty Resume Examples & Samples

Client portfolio management: define holistic approach to developing, acquiring and maintaining Sephora client base. Provide clear, actionable insights to Sephora senior management
Client segmentation: lead effort to segment Sephora clients to support holistic CRM strategy
Segment strategy / propensity modeling: develop personas by segment to support targeting & personalization strategies and drive net upward migration
Targeting strategy: develop targeting strategy to match offers with clients (or version available offers) to deliver relevant offers to clients, improve return on investment for brand partners and drive incremental sales and loyalty for Sephora
Personalization strategy: identify and prioritize opportunities to personalize content delivered to clients through all touch points (direct, email, digital, in-store, call center) and partner with IT and Product Management to define the roadmap for implementation of required system functionality
Test and learn strategy and execution: identify opportunities to test different approaches to improve marketing effectiveness and/or drive net upward migration. Measure effectiveness and provide actionable insights and recommendations to Sephora senior management
Market research strategy: provide direction to Senior Manager of Market Research to ensure the voice of the consumer is at the center of all Sephora strategic decisions
Technology requirements: partner with IT to support client strategy, develop client dashboards, and define requirements for system enhancements or new productivity tools

Director CRM Analytics Resume Examples & Samples

A minimum education level of: Bachelor’s degree in related field
Years of related work experience: 5-7
A minimum of 3 years of experience with Microsoft Dynamics CRM, or related CRM system
Highly analytical with a quantitative academic background
High level of computer proficiency (Microsoft Word, Excel, Outlook, PowerPoint), and ability to learn required business systems
Must be able to work in a fast paced and energetic office environment
Critical attention to detail

Director, CRM Analytics Resume Examples & Samples

Oversee operational and technical aspects of WMG’s analytics platforms and act as the liaison between third-party analytics partners and WMG
Maintain interdepartmental coordination to ensure that launches and campaigns are tracked and measured smoothly
Manage the web analytics implantation strategy and work with teams to ensure organizational consistency
Design, and provide reporting around CRM initiatives including building dashboards and custom reports
Determine how we can better leverage data to execute smarter marketing strategies and drive the discipline of data-driven marketing decisions linked to strategic objectives
Work closely with internal teams to capture and help define tracking requirements for properties (site, ecommerce, and marketing platforms) as well as what the sales and analysis teams may need to conduct their analysis. Translate those requirements into Omniture and Adobe Analytics Premium solution design specifications for both internal and third-party development teams
Help define and translate data capture / tracking requirements into implementable specifications that are shared and adopted across the organization. Provides this analytics implementation requirements and instructions to project management team, developers and other relevant parties
Oversee the organizational analytics operations including: tagging, QA, and testing
Resolving tracking or tagging issues as they arise
Ensure we are continuously tracking and analyzing our customer lifetime value (LTV) across channels
Conduct deep-dive analyses and design analytical initiatives that drive acquisition, engagement and monetization
Own metrics tracking & program performance accountability
Drive process improvement and institutionalizing an enterprise-level CRM analytics practice
Excel at cross-functional collaboration and communication, with the ability to communicate methods and results to a non-technical global audience
Demonstrated experience in A/B and multivariate test design and analysis
Direct experience with implementing and maintaining web analytics tools and interactive marketing software (Google Analytics, Adobe SiteCatalyst, ExactTarget, Adobe Data Workbench, etc.)
Strong inter personal skills and ability to work with other technical and non-technical teams (such as Web Developers, QAs and Project Managers)
Strong analytical abilities and a thorough understanding of key ecommerce, digital marketing, and CRM concepts; especially in the entertainment/media space
Experience in maintaining analytics operations in a consumer business
Outstanding problem solving, troubleshooting skills
Deep love of music, pop culture and understanding of the “fan” mentality
5+ years experience in web / marketing analytics
College degree preferred

Director, CRM Enablement Resume Examples & Samples

Develop objectives, strategies and key performance metrics to measure success. Innovate and launch new CRM and member data initiatives that leverage consumer analytics
Oversee and coordinate the use of consumer intelligence for diagnosis of key business issues (e.g. resources, buying trends, etc.)
Build and manage CRM team to understand consumer insights and engagement opportunities and develop targeted communication strategies to maximize annual spend, retention, frequency and loyalty
Benchmark Humana CRM and consumer data capabilities against other power users. Examples: LinkedIn, Apple, Google, Caesars, Amazon, leading hotel, casino, airlines, financial services companies and other retail entities
Oversee the creation of executive dashboards and maintain an automated template for sharing CRM and customer data metrics and campaign results to stakeholders across the Humana enterprise
Develop and maintain a customer database to support, drive, and measure CRM initiatives. Manage growth and overall health of customer database
Evangelize the CRM function throughout Humana by conveying features, benefits, reports, dashboards and ROI for each line of business, and by leading best practice sharing and learning sessions regarding how to best use CRM and analytics to identify new business opportunities and revenue-generating opportunities
Hire, build and grow a high-performing CRM and customer data-focused team to expand and broaden the Humana's customer and data analytics footprint
Oversee the implementation of the first wave of CRM use cases, which have been defined and planned by cross-functional Humana teams over the past several quarters, and are now moving into implementation
Support the CRM Steering Committee, a group of senior Humana leaders created to guide enterprise-wide CRM efforts, and define and lead related CRM Governance work groups and processes
Work with IT, Humana Resources, Finance and other Centers of Excellence to identify and execute against opportunities to align plans, programs, and investments against the top enterprise CRM priorities
Work closely with line of business leaders and other key stakeholders to identify future CRM strategies, document long-term CRM plans, identify and stand up additional CRM use cases, and communicate CRM impact
Relevant functional experience where the role requires close collaboration across multiple functions
Relevant technology experience in implementing large-scale technologies (e.g., CRM, ERP, etc.) and managing the organizational adoption effort
Experience in a customer-driven, service environment where the consumer is highly-involved in the purchase decision, and the quality of their “experience” is of paramount importance to increasing retention and fostering brand-health. Responsibility for defining and delivering against the corporately mandated “customer experience” is critical
Marketing and/or Product Management experience with a branded, subscription-based or member-based product or service, where maximizing customer lifetime value requires diligent CRM, to create an ongoing perception of superior value and quality (versus competitive choices), and most importantly, an experience that exceeds member expectations
Consulting experience with one of the large, global firms or specialized boutique firms (e.g., McKinsey, BCG, Bain, Accenture, Deloitte Monitor), or vertical experience in industries such as Healthcare, Hospitality, Travel, Financial Services, Wireless, or Entertainment, particularly with project experience focused on “customer relationship management” Strong preference for “big company” (i.e., Fortune 250) experience
Experience recruiting, hiring, managing, developing, motivating, inspiring and promoting direct reports, and installing, developing and promoting a strategic and analytics-driven culture. This ability extends to external relationships, too, with key Agency partners and suppliers
Complex and innovative problem-solving, analytical, critical and strategic thinking capabilities; knows how to create options and then converge on solutions
Intellectual horsepower (highly analytical & strategic)
Demonstrates initiative with a results orientation, and is highly resourceful (stretches people and money; compresses time)
Organized and attention-to-detail approach (strong tactical execution)
Collaborative management and organizational leadership style coupled with a passion for educating, training and development
Impeccable oral and written communication skills, and the polish, poise, and executive presence to effectively interact with executive and senior level stakeholders
Familiarity with major CRM technology platforms
Very disciplined; has the ability to multi-task, manage competing priorities and operate effectively within a large and complex organizational structure

Director, CRM & Loyalty Resume Examples & Samples

Define, pilot, and rapidly iterate customer-facing omnichannel retention marketing and loyalty program strategies with an understanding of all internal/external factors and influences
Ensure data integrity and lead efforts to develop and leverage the segmentation of shoppers across meaningful attributes, leading to a better existing customer retention and modeling the most appropriate new customer acquisition targets
Define and build a best in class loyalty program based on deep consumer insights to enhance the JackThreads customer experience
Negotiate deftly with internal and external partners (creative, merchandising, planning, engineering, acquisition marketing, and senior management) to deliver on cross-functional projects with tight timelines, tight budgets, and very material impact
Manage the overall execution, performance, and effectiveness of various marketing channels, which may include: email, mobile app push notifications, direct mail, and customer service touch points (phone, chat, email, in-store)
Leverage technology and analytics to enhance business goals; identify areas for improvement and drive implementation
Relentlessly drive growth through test-and-learn methodology and rapid execution
Develop talent within the organization, mentoring a team of managers and analysts
5+ years marketing and loyalty marketing experience, ideally at a consumer technology or retail company
Undergraduate degree required, graduate degree a plus
Deep understanding of marketing levers and loyalty programs with a proven track record of delivering value and measuring how marketing contributes to business goals
Senior presence, able to clearly and consistently work side-by-side with a broad range of functions, from CEO to customer service, to deliver against complex initiatives
Experience using marketing technology to drive business results, including ESPs, mobile push notification providers, as well as on-site and in-app personalization tools
Excellent interpersonal and team building skills
Positive, people-oriented, and energetic attitude
Strong quantitative skills and proficiency in MS Office and Google App Suite

Director, CRM Digital Marketing Resume Examples & Samples

Developing an integrated “one face to the customer” strategy across all channels and touch points
Advocate for seamless program integration that creates a consistent and enjoyable experience regardless of how the customer engages with the brand
Drive and enhance communication of the brand proposition to a broader range of targeted customers
Build internal communications to foster collaboration between the marketing, merchandising, planning and allocation, eCommerce, technology and operations functions in the company as it relates to better understanding both current customers and opportunities to acquire new ones
Develop an affinity program targeted at brand enthusiasts and loyalists, to provide enhanced value messaging and programs tailored to this group of customers
Develop and implement strategies that grow the customer base and drive sale & traffic, leveraging CRM data and insights to develop programs
Direct effective and integrated marketing campaigns within the acquisition channel (Paid Search, Natural Search, Affiliate, Product Listing Advertising) as well as within the retention channel (eMail Marketing, Segmented eMail campaigns, customer retargeting campaigns in both eMail and display advertising, coordination of affinity and loyalty campaigns)
Lead and manage the development of annual and seasonal plans that support the successful achievement of programs and business goals
Direct the customer contact strategy, executing timely and accurate deliveries of marketing strategies to achieve business goals
Establish and implement best practices for database marketing processes, measurement, evaluation, data capture, maintenance and customer/prospect list selection; tracks and communicates program results
Manages interactions with cross-channel partners related to CRM (material fulfillment, performance metrics, training, integration, etc.)
Develops executive summaries and recommendations of direct marketing programs
Dynamic content and personalization framework and strategy for eCommerce
Work closely with technology to develop and evaluate CRM capabilities and software products required to deliver strategic objectives
Manage CRM and Digital Advertising program budget
Bachelor’s degree in design or related field preferred or equivalent experience
8+ years experience in marketing and communications management experience, e-commerce sales channel experience required with consumer product marketing preferred
5+ years directing, managing/supervising experience
Experience leading customer loyalty, as well as digital and direct marketing programs
Excellent written and verbal communication with the proven ability to set and communicate team priorities
Collaborative, while able to influence and lead and build productive teams and cross-functional relationships
Ability to develop rapport and creditability with senior management and others across the organization
Proven leadership and managerial skills with the ability to provide performance related feedback
Stimulates new ideas and initiatives to resolve complex problems through encouraging others to challenge current approaches/methods
Recommends best practices and ultilizes industry knowledge to improve products, process and services
Able to articulate a clear vision of where the organization is heading and how associates can make a difference
Proven ability to make business decisions that are consistent with the brand and Company objectives
High level of planning and analytical skills to track performance using financial metrics
Leads the way for change across organization by motivating and engaging others to support and facilitate change
Creates a supportive environment for associates to demonstrate new capabilities and behaviors. Shapes developmental roles and stretch assignments to balance individual and organizational needs
Advocates movement of talent throughout organization. Identifies top talent to build succession pipeline
Contributes to the development of the functional strategy; executes business plans
Experience driving organizational culture that instills focus on customer satisfaction by continuously improving services, processes, systems and collaborative capabilities
Proven ability to develop and implement a customer loyalty or affinity program
Proven track record of success with metric driven results
Responsibility for development and execution of budget and timeline deliverables
Analytical skills with an ability to clearly translate results into actionable insights
Abilitty to negotiate contracts, create vendor compliance, and co-ordinate multi-vendor cooperation
Office environment. Utilization of office desk - sitting, reading, listening or speaking with the ability to move intermittently throughout the day

Director CRM Projects & Programs Resume Examples & Samples

Be a strategic thinker of the digital age, embrace technology by being an web / mobile / digital expert and always have the consumer in mind when defining and driving brand leadership as well as sales generating digital solutions
Shaping and influencing the CRM / Digital Experience Strategy and Roadmap towards highest Brand impact and maximum conversion into Sales by focusing on content personalization, communication orchestration across all relevant channels (web, email, mobile, social, consumer service, surveys, Retail, Fan Communities, etc.) and data driven marketing
Being a thought leader towards digital transformation of the company in IT (also and especially beyond Digital Experience) but also in Brand, Sales, Markets by role-modelling digital- / consumer- / data- / innovation-led mindset and actions
Shaping the CRM IT landscape with expert tool knowledge and digital process best practice in a global / multi-stakeholder operating environment
Managing and growing a team of 6-10 internal Employees highly specialized and senior experts in the area of CRM Campaign Management and personalized 1:1 communications
Being responsible for a project / RfC portfolio of 3M EUR in a high pace, agile development and strategic relevant environment of Digital Experience with highest executive attention in Brand, Sales and Markets
We expect 10+ years of project / program management experience in the digital / CRM / Loyalty / Market-Roll-out space. Change management, facilitation of difficult and controversial situations as well as excellent communication skills are a must. Intercultural global collaboration and ability to lead and develop a team of consultants / project managers will be core to the role

Director CRM Consumer Service Program Resume Examples & Samples

Shaping and influencing the Consumer Service / CRM / Digital Experience Strategy and Roadmap towards highest Brand impact and maximum conversion into Sales by focusing on consumer experience personalization, communication orchestration across all relevant channels (web, email, mobile, social, consumer service, surveys, Retail, Fan Communities, etc.) and data driven marketing
Being a thought leader towards digital transformation of the company in IT (also and especially beyond Digital Experience) but also in Brand, Sales, Markets by role-modelling digital- / consumer- / data- / innovation-led mind-set and actions
Managing and growing a team of 4 internal Employees highly specialized and senior experts in the area of Salesforce Consumer Service
Being responsible for a project / RfC portfolio of 2M EUR in a high pace, agile development and strategic relevant environment of Digital Experience with highest executive attention in Brand, Sales and Markets
Manage the relationship on executive levels and lead the change management approach for respective projects/programs to ensure changes are smoothly and successfully implemented to achieve lasting benefits
We expect 10+ years of project / program management experience in the Consumer Service / Market-Roll-out space. Change management, facilitation of difficult and controversial situations as well as excellent communication skills are a must. Intercultural global collaboration and ability to lead and develop a team of consultants / project managers will be core to the role
Strong and proven skills of program management in the area of Consumer Service, Consumer-Relationship-Management, eCommerce
Technical skills and architecture background in one or two of following areas required: Salesforce, Oracle, SAP / Service Clouds, Sales Clouds, Marketing Clouds
Ability to coach, guide and manage a (project)team
Business mindset: Strong numerical and analytical skills, experience in finance
Strong experience to manage complex projects on a global level
Ability to travel, domestic or international, as required (max 25%)
Fluent English skills (verbal and written)
Minimum of 8+ years of progressive work experience in mid- to large-scale project or program management in digital marketing

Director CRM Consumer Service Program Resume Examples & Samples

Shaping and influencing the Consumer Service / CRM / Digital Experience Strategy and Roadmap towards highest Brand impact and maximum conversion into Sales
Technical skills and architecture background in Salesforce and one or two of following areas required: Oracle, SAP / Service Clouds, Sales Clouds, Marketing Clouds
Ideally PMI and agile certified and 3 to 5 years of experience in managing a team

Director CRM Devices Resume Examples & Samples

Define communication strategy to drive the Devices engagement for Surface, Lumia, Band & HoloLens towards monthly active usage (MAU), cross-sell to other services and upsell to other devices through targeted channels. Leverage best practices from the industry and deliver optimization and test and learn plans across the team
Develop a single operating model strategy for lifecycle communications including onboarding, trigger-based, usage, up-sell and cross-sell strategies and programs across Devices
Define the ideal customer’s experience for engaging and collaborate across Engineering, Support, Call Centers, CDNA, Marketing and the field team to improve the customer experience and increase pre-sale, acquisition, usage and renewals. Influence other teams through customer advocacy and to ensure a consistent customer experience across Devices
Launch targeted communication programs across email, dynamic in-product messaging, mobile, web experiences across the Devices. Test into new channels, which could retargeting or other
Build strong relationships with Engineering and Product Management teams to develop pre-sale, engagement and license renewal programs that take into account the end users and key enterprise decision makers (e.g. CIOs, etc.)
Develop strategies for key device and service launch programs and experiences. Influence roadmaps and ensure consistency across the communications, product experience, and support experience for all Devices
Partner closely with internal teams including data scientists, analysts, and data engineers to glean insights from data, develop hypotheses, and design experiments to test hypotheses. Test, Measure and Learn in quick agile process; manage quick iterations across the team. Set success criteria, measure impact, and evolve the strategy and a regular cadence for reporting out
Embrace agile marketing principles, such as test/design, segmentation and personalized targeting to define experiments, prioritize, and partner closely with cross-functional team to execute and report out on results
Regularly communicate plans and results and set expectations with senior management, engineering and other stakeholders. Ensure learnings shared and leveraged across the Product Management/Business teams
Support a portfolio of consumer devices/services including Surface, Lumia, Band & HoloLens globally. Manage socialization of FY plans with subsidiaries
Build a top-line strategy for targeting end users to drive usage in relevant and targeted way, leveraging customer usage data. Create plan for dynamic in-product messaging, starting with experiments and scaling over multiple in-product surfaces to reach users directly, for each of the Devices
Be a champion for the customer across the org. Live and breathe the customer experience, gaining a deep understanding of each service offering to know what is important for customers to do in the product, how they perform key tasks, where there are challenges for customers, and how to best direct customers to resources to answer their questions
10+ years of marketing experience, with 7+ in CRM, direct marketing or lifecycle marketing
Proven track record for building and leading high performing team
Successfully developed strategy and delivering results in relationship marketing (eg driving engagement, usage, and conversion) within the hardware &/or software industries
Strong strategic thinking complemented with a bias for action. A successful candidate needs to be able to outline a vision, develop a strategic, actionable and integrated plan that drives measurable impact
Ability to think innovatively, influence executives and partner teams to help deliver on new ideas, implement new channels
Passion for understanding the customer needs and delivering an exceptional customer experience
Strong exec influence skills and ability to build a strong partnerships and tangible roadmaps with Engineering
Hands-on experience in customer contact management and marketing through multiple channels: email, in-product, mobile and web channels
Expert in understanding of analytics, including segmentation and modeling as well as building business cases and manipulating data
Seasoned relationship marketing expert who has successfully managed centralized teams for global brands with global campaigns/programs and has driven agility and speed to market
Both consumer and commercial (B2B) experience a plus

Director, CRM Strategies Resume Examples & Samples

Own the core strategy, execution, and performance of Kiehl’s customer engagement efforts across email, web, mobile and retail stores including customer activation, retention and friends referrals
A bachelor’s degree is required, preferably in Business, Marketing, or related disciplines. Masters preferred
7+ years of experience in loyalty marketing, omni-channel marketing, direct marketing, database marketing, lifecycle marketing, or CRM marketing, preferably in omni-channel environment
Experience using CRM/engagement marketing technology to drive business results, including CRM databases, ESPs, mobile push notification providers, text messaging, as well as web and in-app personalization tools

Director CRM & Market Insights Resume Examples & Samples

Finance lead on corporate initiatives related to consumer, shopper, and market insights, partnering with key stakeholders and working with senior business leaders in the US and Europe to optimize value of the L’Oreal business
10+ years of experience in CRM and/or marketing analytics; marketing finance is a plus
Prior experience in market research and/or analytic abilities in qualitative and quantitative research is highly valuable

Director, CRM & Loyalty Analytics Resume Examples & Samples

Develop and implement statistical and data mining solutions to understand key business behaviors such as customer acquisition, product up-sell, product cross-sell, customer retention,lifetime value, channel preferences, customer reactivation and loyalty drivers
Ensure analytical solutions are actionable and clearly communicated to business partners within the organization. Serve as an internal advocate for the application of analytics on strategic initiatives
Create and maintain project plans and schedules in order to manage and prioritize the analytical project queue
Communicate complex analytical work in a clear and comprehensible manner both through presentation materials and personal communication skills to senior management
Contribute to the development and implementation of customer database, campaign execution, and campaign reporting solutions and enhancements supporting email, direct mail and loyalty programs
Direct data analysts to include interviewing, hiring, training, mentoring, assignment delegation and follow through, performance review and disciplinary action
Overall, a minimum of 10 years experience in strategy, planning, and operational execution for a customer analytics function
Hands on experience using SQL (*e.g. Oracle or MS SQL) and statistical software (e.g., R, SAS, or SPSS)
Defining and measuring customer value, customer behavior, and campaign performance
Building and implementing customer segmentation and predictive models
Planning and executing A/B (and ideally factorial) tests Building and leading analytical teams Experience in specialty retail strongly preferred
Synthesize business opportunities into an analytical approach, ensure the approach solves the business opportunity, execute the approach, and then translate analytical solution into business insights and action plans
Communicate complex analyses through easy to understand formats
Build and manage relationships with a broad range of stakeholders
Ability to think conceptually about issues and opportunities

Director CRM Resume Examples & Samples

Manage and advocate good measurement techniques throughout the marketing organization through effective leadership
Design and implement strategic CRM roadmap and plans
Facilitate resolution for CRM production issues
Work with relevant stakeholders from IT and the business to ensure appropriate implementation of CRM solutions
Communicate CRM capabilities throughout organization
Manage end-to-end customer contact strategy across all channels
Implement customer segmentation, including communication throughout the business
Ensure CRM practices are compliant with corporate policies and processes
Bachelor's Degree in Information Technology, Marketing or related discipline, Master's Degree preferred
7+ years CRM experience, including leadership related initiatives and analyzing / articulating Business Intelligence requirements and solutions

Director, CRM & Database Marketing Resume Examples & Samples

Represent USH on UPR guest experience transformation team for development of long term shared technology applications leveraging guest database
Provide knowledge transfer and input for USH-specific guest experience and database marketing efforts
Recommend best-of-breed technology platforms for CRM activities
Minimum 5 years of experience in CRM and transactional database marketing
Demonstrated ability to partner with IT function on database development
Demonstrated experience leading high-volume CRM/email strategies and programs with a major ESP
Executive presence with excellent communication skills, both written and verbal
Demonstrated experience presenting data and recommendations to senior executives
Demonstrated focus on achieving extraordinary results
Analytic and data-based decision-making skills
Collaborative team player
Demonstrated high productivity and ability to lead numerous, detailed projects
Experience in and passion for theme park, entertainment or travel related industry
Advanced degree in business, CRM, marketing or related disciplines
Experience with Salesforce (Exact Target) platform

Director, CRM & Email Resume Examples & Samples

Rapidly test & scale mobile push notifications and display retargeting via segmentation and personalization
Partner with Creative Marketing and vendors to ensure smooth promotional execution
Partner with Finance in the development of budgets and plans
At regular intervals, present results and opportunities on identified areas of improvement to the Executive Team and gain support and sponsorship to execute
10+ years experience in CRM, Email or Retention Marketing
Expert in Email and campaign management technologies
5+ years of leadership/management experience
Proven track record in business planning

Director, CRM & Consumer Engagement Resume Examples & Samples

Optimizing Omni-channel marketing and customer contact programs
Customer segmentation
Managing the customer life cycle
Deploying a test and learn culture
Leveraging customer loyalty

Technology Director, CRM Resume Examples & Samples

Collaborate with global and regional C-level and senior executives to understand the business drivers and capabilities required to identify opportunities, organize resources, engage customers, and develop deep-rooted relationships leading to a continuous increase in wallet share of their global real estate portfolio
Provide leadership, vision and direction to the CRM team to ensure it will contribute to the company’s goals and serve our clients
Partner with senior business and Marketing leadership to formulate, deliver and drive adoption of a global Salesforce.com strategy to support revenue generation, client engagement and business development
Balance the needs of the platform (performance, scalability, cost, data integrity) with the requests of the business (new functionality, speed to market, integrations) during roadmap planning and while architecting and designing solutions
Develop key performance metrics focused on demonstrating value, driving adoption, and providing insight to stakeholders to increase the efficiency and effectiveness of our operations while highlighting opportunities for new growth and expansion of services
Facilitate key decision making across the global organization balancing the requirements of the various stakeholders with the overall vision of the global platform
Actively develop the team into an organization that exemplifies the values of Cushman & Wakefield and the GTS organization (Trust, Empowerment and Accountability)
Provide leadership and guidance to coach and inspire team members to their optimum performance and career growth
Collaborate with IT and business leadership to plan and execute projects, ensure the development teams have the appropriate functional and technical specifications, direction and resources to deliver effectively
Maintains a close working relationship with project teams, stakeholders/internal customers as required to meet business objectives
Effectively manage relationships with contractors and suppliers to ensure projects are delivered on time and on budget
Evangelize CRM usage through the continuous development of communications, training and self-service programs
Demonstrated ability to partner with global C-level and senior business leaders on enterprise wide initiatives
Must have strong CRM business process background and experience implementing global CRM solutions
Extensive experience managing large scale Salesforce.com environments
A key understanding of key CRM, Business Development and Marketing objectives and trends
Expert in Agile software development practices
Demonstrated success in delivering projects on time, on budget while meeting or exceeding client expectations
Leadership experience in directing and managing diverse teams, consisting of both internal and contracted resources operating world-wide
Strong management and communication skills (verbal and written) with the ability to communicate highly technical concepts to non-technical people
Ability to drive collaboration among stakeholders and project team members in a matrixed environment
Minimum of 6 years of experience managing technology projects and teams
Knowledge of the real estate services industry a plus
Experience with Microsoft Dynamics or other CRM platforms a plus

Senior Director, CRM Marketing Resume Examples & Samples

Define new engagement-based KPIs to grow and maintain the health of our contactable customer base
Champion channel expansion efforts, establishing processes, use cases, reporting, and best practices for each channel
Develop contact management strategy and provide business requirements to implement and maintain it
Lead CRM forecasting and reporting on a monthly basis
Oversee all campaign targeting, execution, and reporting for the US business; support international marketplaces as needed
Others as defined by evolving business needs for a rapidly growing online business
Strong digital marketing experience focusing on CRM
Bachelor’s degree in Business, Marketing, Economics or a related field of study required
8+ years of experience in related positions with increasing responsibility
A demonstrated record of partnering with teams across the organization and influencing to achieve business results across multiple teams who may have different goals
Strong people leadership skills
MBA or related graduate degree
Experience in membership-based business models

Director, CRM Resume Examples & Samples

Lead and implement loyalty / CRM Programs
Full understanding of CRM / Social CRM principles and best practices through practical, hands-on experience managing digitally forward campaigns
Ability to test and optimize data-driven strategies to drive personalization, next best action and predictive modeling
A minimum of 8+ years experience leading significant CRM programs
Agency or entertainment category experience preferred

Director, CRM & Email Operations Resume Examples & Samples

Responsible for email configuration, testing, and deployment of batch and triggered email programs on behalf of the various editorial and business divisions
Optimize Customer Lifecycle programs including helping to define technical requirements, program design and integration touch points
Create and oversee audience segmentation queries for email campaigns and lifecycle programs; Direct email data processing efforts such as opt-out preferences, address validation, etc
Oversight of enterprise-wide operations including guidelines, process and management of our ESP (Oracle Responsys) vendor
Identify, recommend and implement new tools and technologies that are being used to optimize email marketing (live content, recommendation engines, location based targeting, preference management etc.)
At least 5 years of experience within an email operations role is required
Strong interpersonal, communication and experience supervising a team
Proficient with MS Office, HTML, SQL (working) and a solid track record of working with ESPs
Proficient/skilled in the use of email tools such as ExactTarget, Responsys, SilverPop, Marketo, etc

L Oreal Paris, Director CRM & Loyalty Resume Examples & Samples

Must have proven track record in driving CRM strategies, opt-ins, database growth, digital engagement, eCommerce sales, and analytics across channels
Strong presentation skills and a particular aptitude for synthesizing complex material so that it is clear, meaningful and actionable to a variety of stakeholders
A facilitator and collaborator; able to work in fast-paced, demanding environment
Advanced analytical skills and in-depth database segmentation experience
Must possess excellent creative, organizational, verbal and written communication skills
Experience managing a loyalty program preferred
Experience with programmatic media is a plus
Background/interest in cosmetics/beauty/hair/skin care preferred

Director CRM & Loyalty Resume Examples & Samples

Manages Complexity: proven ability to assess the situations of today and strengthen for greater opportunities tomorrow. Need to show ability to stay grounded on the vision, work across brands and functions to deliver CRM revenue drivers
Achieves Results with Integrity – ability to focus on the big picture and execute the strategy agreed to while aligning staff, management and peers
Demonstrate Entrepreneurship – strength in thinking out of the box to seek new areas of opportunities to garner points of difference and develop a new work process across SalonCentric and the PPD brand business units
Leads with Human Sensitivity – strength in building and mobilizing a cross-functional team around the common vision; empower individuals

Director, CRM & Digital Marketing Resume Examples & Samples

5-7 years of experience in sales, marketing or marketing operations leveraging Salesforce and marketing automation
Strong understanding of sales organization, customer acquisition, lead nurture, and lifecycle marketing, from onboarding through retention
Hands-on deployment experience with enterprise marketing automation platforms, preferably Eloqua
Hands-on knowledge of Salesforce.com
Experience managing or leading creative and/or digital (web) services with understanding of design and digital process
Creativity and problem solving a must
Ability to work with cross functional team and drive change thru matrix management
A strong understanding of the financial services markets
Manage your own workload and prioritize multiple request from various parts of the business
Think strategically and execute tactically. Adapt, learn quickly and be resourceful
Bachelor’s degree required. MBA a plus

Director, CRM Sales Metrics & Automation Resume Examples & Samples

Evaluation, selection, and integration of a CRM solution
Evaluates several different CRM solutions (e.g., Microsoft Dynamics, Salesforce.com, etc.)
Selects, in 2017, the solution which works best with Teradata sales processes
Leads the integration of new CRM solution into sales processes and technology infrastructure
CRM solution maintenance and data analytics
Maintains CRM solution and vendor relationship
Analyzes data outputs from CRM solution to inform field on areas for improvement
Executes any bolt-on solutions to bolster capabilities of CRM solution
Pipeline tracking, data validation, and improvement
Tracks total pipeline value by region, geo, area and reports to leadership
Validates pipeline data with teams and ensures accurate reporting
Identifies potential areas for improvement and proactively suggests sales process improvements
Evaluation, selection, and integration of other tools to aid in sales processes
Proactively identifies a limited set of additional tools / technology that would aid sales processes
Manages evaluation, selection, and integration processes
Promotes the use of selected and integrated tools to the field to improve adoption
Leadership and management of the Sales Tools and Technology team
Provides direction and guidance to team members
Supervises and professionally develops subordinates
Creates a high-performance team environment
Evaluation and selection of a CRM system
Extended full build and integration of a CRM system from a pipeline management, account planning, data analytics, and sales process perspective
Maintenance of a CRM system and integration of other sales tools and technology
Strong leadership skills and demonstrate self-motivation
Ability to manage multiple projects simultaneously in a team environment
Microsoft Office suite expertise is required with strong presentation skills and ability to present to large groups and confident in managing executive relationship
Strong familiarity with multiple CRM solutions, including but not limited to Microsoft Dynamics and Salesforce.com

Director, CRM & Digital Marketing Resume Examples & Samples

Leverage customer insights to develop an omni-channel CRM strategy that takes into account each LOB
Influence the build of a scalable consumer database
Lead and implement loyalty / CRM strategy
Full understanding of CRM / Digital Marketing principles and best practices through practical, hands-on experience managing digitally forward campaigns
In-depth knowledge of loyalty program marketing and promotions (including testing, reporting, acquisition, retention, and engagement)
In-depth knowledge of email marketing
Ability to turn complex data and insights into easily understood data stories
Strong project management and ability to multi-task
Excellent communication skills and ability to enlist cooperation among external partners, vendors, agencies, etc. in addition to internal stakeholders
Ability to motivate, manage and develop staff
Ability to balance creativity and innovation with being analytical and financially astute
Consumer-centric attitude and experience preferred

Senior Director, CRM Marketing Resume Examples & Samples

Customer life cycle management best practices
Understanding of CRM, consumer segmentation, acquisition cost and lifetime value
Direct marketing/CRM reporting principles
Prospecting strategies/options
Building and managing consumer databases
Catalog design, pagination and circulation planning
Marketing program optimization and analysis
Very analytical as well as strategic
Good communicator and consensus builder. Passion for CRM and direct marketing
Multi-channel orientation and approach
15 + years of deep CRM, segmentation and data base analytics knowledge

Director CRM Analytics Resume Examples & Samples

Thought Leadership: Enhance and innovate the current approach to marketing analytics, as La Quinta expands to new CRM platforms and establishes new vendor partnerships
Customer Insight: Work closely with Marketing leaders to develop a deeper understanding of customer needs, attitudes and behavior in support of La Quinta’s CRM growth strategy. Identify new revenue opportunities based on that understanding
CRM: Inform the design and development of a highly personalized marketing strategy, using all data available through every touchpoint, to optimize content/messaging, targeting, context and channel behavior. Utilize predictive/propensity models for forward looking campaign planning and segmentation
Analytic Data Strategy: Partner with IT in building a robust customer data repository that enables the efficient synthesis of large amounts of disparate data. Drive the 3rd party data acquisition strategy through identification of actionable information sources
Marketing Measurement and ROI: Lead and develop an approach to marketing effectiveness measurement. And, based on these analyses, provide ongoing recommendations for future campaign strategies that can be utilized to improve the efficiency and effectiveness of marketing investments
Functional Management: In partnership with the VP Guest Insights and Analytics, continue to build and shape a highly-effective analytic team. Identify, prioritize and execute analytical work that delivers insights across marketing channels, including E-mail, Direct Mail, Content Management, etc. Nurture a collaborative culture inside and outside the organization. Foster effective external agency relationships with a partnership mindset that enables superior analytic support and servicing
Communication and Influence: Outwardly communicate the things that matter. Create and deliver insightful presentations that summarize complex analyses and inform business decisions. Speak comfortably about analytics to non-technical audiences. Be a “data evangelist”
7 years to 10 years of analytic team leadership positions
8+ years of progressive experience mining large complex data sets, using a variety of advanced quantitative/modeling techniques to support a marketing discipline
Diverse and up-to-date experience using advanced analytic methods to solve business problems
Strong understanding of direct marketing theories and processes
Polished communicator: must be able to interface with senior leadership and influence decisions
Previous experience in hospitality and/or customer loyalty programs highly desired
Proficiency in SQL and/or SAS, with broad working knowledge of methodologies used for advanced analytics is required
Working knowledge of Hadoop and other big data technologies highly desired
Experience with Tableau or other similar visualization tools
Has managerial skills needed for making recommendations within a department in the areas of compensation, staff selection, disciplinary action, complaints, staff performance appraisal, and similar supervisory duties. Plans, assigns, and evaluates the work of subordinates for effective operations and results of the unit
Makes recommendations or decisions, which usually affect the assigned unit/division, but may at times affect operations, services, individuals, or activities of others outside of the assigned unit/division
Work is broad in scope covering one or more complicated areas. Policy, procedure, and/or precedent are often created by this position. A high degree of analytic ability and inductive thinking is required to devise new, non-standard approaches to highly intricate, technically complex problems
Makes analytical decisions; supervision is present to establish and review broad objectives relative to basic position duties or divisional responsibilities. Independent judgment is required to study previously established, often partially relevant guidelines; plan for various interrelated activities; and coordinate such activities within a work unit /division or while completing a project
Responds to and handles unfamiliar situations with limited or no supervisory guidance
Has advanced professional skills at the level of a "seasoned" professional. Requires extensive knowledge of their discipline and a working knowledge of related fields. Understands information in several unrelated professional disciplines
Solves problems that are complex, varied and only mildly related to those seen before. Simply determining what the problem is requires major individual effort and/or consultation with others within the department. A high degree of analytical ability and inductive thinking may be required to solve highly intricate, technically complex problems. Must be able to develop new and nonstandard approaches
Completes work that requires the development of innovative methods, procedures, products or systems. This is a significant part of the job and results generally affect multiple divisions and locations
Applies, recommends and implements advanced technology concepts to improve the efficiency and effectiveness of one or more divisions or has approval for the use of technology for multiple divisions
Serves as a project manager responsible for oversight of a project team. Projects are usually complex in nature. The manager is responsible for a project budget
Requires regular contacts with internal persons of importance and influence involving considerable tact, discretion and persuasion in obtaining desired actions and/or the handling of difficult personal relationships
Requires regular external contacts to carry out organization programs and to explain specialized matters. Position requires contacts with customers or the public involving persons of some importance on matters requiring explanation and discussion and where the effort to influence becomes important

Director, CRM Systems & Solutions Resume Examples & Samples

Lead the migration to the Salesforce CRM platform across the entire Salvation Army Eastern Territory. Serve as lead point of contact on the CRM conversion project; manage all aspects of the project and sub-projects including oversight of vendors
Liaison with Information Technology, Finance, Community Relations Development, business users and vendors to define and document information requirements and drive the development of the business processes and workflows
Implement and manage the business and technical processes and workflows associated with the CRM system. Additionally, manage all of the CRM business solutions including database maintenance, training, user adoption, customization, etc
Oversee the fundraising system that supports programmatic operations and the organizational mission
Conduct annual situational assessments; interpret constituent data using guiding analysis and segmentation efforts; and work collaboratively with other members of the organization to develop strategies for leveraging constituent data to advance the work of the organization
Lead augmentation and clean-up of existing data sources prior to conversion and ensures constituent data is fresh, current and as enhanced as possible to ensure the most effective use of all the information available
Responsible for ensuring the accuracy and integrity of the data, including input and output, technology management, and end-user training and support
Oversee budgets, progress, deadlines, goals and objectives related to CRM
Support territorial and divisional committees as necessary. Chairs the CRM Project Delivery Team and several sub-committees, serves as member of the CRM Steering Committee and CRD Council
Implement and report on Privacy and Confidentiality Policies and Procedures related to all aspects of work with constituent data
Mastery knowledge of Salesforce platform
Possess Salesforce Training certificates
Strong familiarity or experience with the workings of a nonprofit organization; including nonprofit advocacy, fundraising, and communicating donor programs
Excellent written and verbal skills
Proven ability to work in a team environment and lead virtual teams

Director, CRM & Data Integrity Resume Examples & Samples

Manage staff who handle sales support of CRM tools (DAP, Selling team, Peoplesoft, Satuit and Salesforce)
Responsible for planning, developing, implementing, and supporting new and existing CRM functions; including overseeing and participating in development of requirements, testing, training and implementing applications
Responsible for planning and execution as it relates to short and long term strategy for the CRM and Data Integrity teams; working with Sr. Management team to understand vision and goals of JHRPS Sales & Distribution, will assess, put forth recommendations, and implement deliverables to CRM tools so that they are aligned with, and help achieve these business vision and goals
Administers the Customer Relationship Management (CRM) application(s) for RPS Sales and Distribution – including DAP, Selling Team, PeopleSoft, Satuit and Salesforce
Drives innovative solutions related to process and operations to support business needs; working closely with business partners
Manages relationships with JH partners and acts as liaison between business users, IT partners and third party consultants, including CRM vendors, to discuss issues and review solutions
Internal Business Clients
JH Partners across the Businesses
External vendors and relationships that supply CRM solutions

Director CRM Transformation Resume Examples & Samples

Translate senior management vision and develop departmental strategies, standards, and team operating models. Communicate and drive strategy and standards to staff and partners
Drive and hold ultimate accountability for the success delivery of the Insight CSC Transformational program and associated business case
Consult across all CSC, Global Ops, IT, and Product areas to integrate plans and ensure alignment of strategy and successful delivery of program business cases
Act as change agent within CSC and drive continuous improvement across all efforts while helping to realize the CSC desktop of the future
Evaluate, report and deliver transformation program solutions & benefits, including financial ROIs, leadership status decks, and presentations to senior leadership
Recommend progressive transformation solutions that meet our internal customers’ needs and business goals for both Service and Sales
Oversee, manage, and motivate a staff of dedicated Program resources to achieve program deliverables and benefits
Interface with functional leaders to anticipate challenges and provide an avenue for escalations
Forecast, manage and report on financial implications of initiatives to include performance to plan and projected budget vs. actual spend
High School Diploma/GED (Required)
Bachelor’s Degree, MBA (Preferred)
Lean or Six Sigma certification (Strongly Preferred)
5-10 years professional experience in Contact Center leadership roles and specific experience in the delivery of Relationship Management, Program Leadership and initiative transformation initiatives
Experience with Call Center technologies and processes, (Required)
Experience with CRM implementations, Saleforce.com experience (Preferred)
Strong collaboration and consensus-building skills, ability to engage across multiple functions and business units and cultivate strategic internal relationships across a highly matrix organization
Experience managing multiple high-performing individuals and teams
Exceptional strategic, analytical and critical thinking skills
Outstanding interpersonal skills with the ability to influence and facilitate decision-making among multiple, diverse parties, and present effectively and persuasively to diverse audiences
Demonstrated results building departmental or organizational culture
Demonstrated experience conducting organizational level, program level and individual level needs analysis to identify development needs and target program development
Strong ability to translate concepts, summarize and communicate complex ideas
Excellent communication (written and verbal) and presentation skills
Enterprise-wide thinker with the ability to work well at all levels of the organization

Senior Director CRM Solutions Resume Examples & Samples

Initiate, build and maintain excellent working relationships with business leaders, including key senior management and field leaders
Partner with business leaders and senior management to understand strategic business plans and roadmaps and develop supporting information technology plans and roadmaps
Prepare and manage budgets for implementing CRM technology investments, including tracking costs, preparing forecasts, analyzing variances, preparing reports and presentations, etc
Develop CRM IT execution and delivery strategies, including in-house vs. outsourcing approaches
Develop or oversee development of program and project plans, milestones, deliverables, timelines, resources and budgets
Partner with IT leaders and senior management to deliver integrated solutions to Biomedical Services that are cost-effective to operate and maintain, and that adhere to IT standards, policies and processes
Weigh in as necessary on requirements, architecture, security, engineering, infrastructure and other aspects of solution delivery or system maintenance to represent the business objectives and priorities
Manage vendor performance and relationships to effectively and efficiently meet business objectives
Responsible for CRM IT human capital management to include staffing, employee training and career development, establishing performance standards and conducting reviews, and succession planning
Model leadership behaviors, develop a results-driven environment, and mentor and coach staff as necessary and appropriate
Develop and implement an organizational strategy which integrates key American Red Cross and Information Technology goals, priorities, values, and other factors
Balance change and continuity--to continually strive to improve customer focus and organizational performance within the Red Cross framework, to create a work environment that encourages innovation, and to maintain focus, intensity and persistence, even under adversity
Design and implement strategies which develop direct reports and others in the organization, and foster integrity and trust in meeting the organization’s vision, mission, and goals
Make timely and effective decisions and produce results through strategic planning and the implementation and evaluation of programs and policies
Foster an environment of accountability and continuous improvements
Acquire and administer human, financial, material, and information resources in a manner which instills public trust and accomplishes the organization’s mission, and to use new technology to enhance decision making
Explain, advocate and express facts and ideas in a convincing manner, and negotiate with individuals and groups internally and externally
Develop an expansive professional network with other organizations, and to identify the internal and external politics that impact the work of the organization
Step up to conflicts, seeing them as opportunities, reading situations quickly and listening with focus
Negotiate agreements and settle disputes equitably, finding common ground and gaining cooperation with minimum noise
10 plus years experience to include 5-7 management/supervisory experience and proven experience managing CRM IT engineering projects and systems
Experience with Salesforce CRM implementations and support will be desirable
4 year degree in Business Management, Information Technology, Software Engineering, Computer Science, or related discipline. Advanced degree desirable
High level of expertise in customer relationship management process design and implementations. Experience in a healthcare or pharmaceuticals industry is a plus
Experience working with clients with significant and complex IT needs
Experience working in large, complex IT project environments
Ability to think critically and strategically
Ability to independently lead an IT area with limited oversight

Director, CRM Planning Resume Examples & Samples

Overall program design
Writing creative briefs
Evaluating creative and giving feedback to creative teams
Writing business rules
Use of data and databases to create CRM segmentation
Working with analytics teams to establish KPIs, measurement, reporting and insights plans including testing and optimization plans
Websites
Email
Direct mail
Mobile

Executive Director, CRM Technologies Resume Examples & Samples

Provide strategic and leadership oversight for technology transformational programs
Responsible for delivering on time, on budget and on quality programs in line with business needs
Establish governance structure that identifies key performance indicators, sets milestones, and establishes a reporting cadence
Track and monitor program status and metrics to ensure milestones are met, and internal and external delivery commitments are met
Partners with senior business partners to define and maintain the technology roadmap to deliver strategic objectives
Provides direction and oversight of work for product vendors, consulting vendors and internal IT delivery teams to define implementation plans and deliver the solutions
Lead cross-discipline teams to establish an integrated plan to deliver team commitments
Ensure ongoing communication of progress against program objectives
Proactively identifies and resolves issues and mitigates risks
Deep domain expertise in CRM systems, specifically complex ecosystems which involve integrations across multiple front end channels (call center systems, website, social media etc and back end systems – MDM solutions, enterprise data warehouse etc)
Experience with Salesforce products (Sales cloud, service cloud, community cloud, wave etc)
A visionary leader who is intelligent, articulate and persuasive and can gain instant credibility working in a multi-disciplinary, multi-cultural environment leading teams through change
Extensive experience in communicating and engaging senior leadership and C level executives
The candidate should have the ability to be able to operate at both a very high level and get in to the details to help the team solve complex issues
Demonstrated ability to deliver solutions using agile and nimble delivery methodologies
Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights up to 20 pounds
Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential including sitting for long periods of time, driving a vehicle and working under challenging conditions

Associate Director, CRM Architecture Resume Examples & Samples

Partner with business stakeholders to create, design and drive the CRM strategy and roadmap to improve provider experience
Working with other Portfolio and Technology architects to create CRM architecture vision and consolidated architecture roadmap, document current state technology, develop target state architecture and corresponding transitional architectures
Work with key business areas to help build business case for adoption and migration to CRM
Facilitate sessions to business and technology leaders to groom program backlog, evaluate business and technical requirements and prioritize capabilities
Align cross - functional teams to business strategies & priorities. Guide and provider direction and clarity to delivery team
7+ years of professional IT experience in a large, enterprise environment
Hands - on experience with Salesforce Development (Force.com, Apex, Visual Force, Lightning)
Hands - on experience with integration technologies into and from Salesforce using tools such as Mulesoft, Informatica, Talend, etc
Strong knowledge and understanding of SOA and Micro services Architectures
Strong understanding with one or more of consumer technologies such as IBM Interact, Marketing Cloud, Adobe Experience Manager, Relational Databases, Big Data Technologies and / or Call Center Technologies
Strong organizational skills, ability to be self - directed and work independently, and demonstrated ability overcoming obstacles to deliver on deadline is a must
Team player with a positive attitude who thrives in a collaborative work environment
Experience with developing web services (REST / SOAP), API Gateways (Layer 7), etc
Experience in Consumer or Provider Experience
Ability to think strategically and act tactically with a sense of urgency
Balance of technology and business knowledge with strong communication skills

Director, CRM & Retention Resume Examples & Samples

Stay in touch with upcoming trends in the industry and attend industry conferences
Proven understanding of retail merchandising and the ability to translate merchandising efforts into meaningful email campaigns
Demonstrated successes in achieving revenue and profit goals
Strong knowledge of industry best practices in behaviorally triggered email programs and integrated cross-channel marketing
Demonstrated successes in applying RFM analysis to drive behavioral segmentation and commensurate contact strategies
8+ years experience in e-Commerce e-mail marketing and promotion management; multi-channel retail
Experience in building and managing an email team
Ability to manage internal and external stakeholders, articulating program goals, while trouble shooting problems and conflict resolution
Project-oriented, entrepreneurial, pro-active, creative and self-motivated work style
Proven ability to effectively manage multiple projects amid changing priorities in a fast-paced environment while consistently delivering superior results within given deadlines
Strong ability to identify business issues, formulate plans to resolve these issues, and effectively communicate the results to senior management
Excellent written, presentation, creative, strategic thinking, analytical, and relationship management skills
Ability to build relationships and work cross functionally

Director CRM Resume Examples & Samples

Serve as a knowledge leader, using structured problem solving to craft and execute thoughtful insights and agendas
Develop and delivery broad & integrated data research projects that will have company-wide impact
Operate as a high-impact communicator
Work with a bias for action and a drive to get things done
Lead other efficiently, collaborating across the enterprise organization
Work with different functional leaders and across multiple product teams with attention to customer insights and research, including both qualitative and quantitative methodologies
Applies strategic and analytical skills to major company challenges
Regularly engage the executive population to deliver customer insights that guide strategic decision making
Owns the merchandising offers extended to customers through 7-Eleven's digital channels with the goal of customer engagement, acquisition, and retention
Experience: 7+ years, Customer Insights, Market Research, Business Analysis
Extensive experience analyzing customer behavioral data
Knowledge of both qualitative and quantitative methodologies in data analytics
Ability to engage an audience with persuasive, data-based story telling
Leadership in developing strategies and executing against roadmap to drive change
Background in Business Analysis or Management Consulting
Internal Posting Period: June 20 - July 3

Director, CRM & Marketing Automation Resume Examples & Samples

5 – 10 years of direct marketing experience, preferably in both acquisition and retention marketing, marketing campaign execution, including segmentation and building campaigns within a marketing automation and CRM system. Healthcare experience preferred
Bachelor’s degree in marketing, IT, communications or equivalent
Demonstrated competency with CRM and marketing automation systems (knowledge and experience with Marketo and eVariant is a plus)
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, AP style and grammar

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Director, CRM Resume Examples & Samples

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