Director of Customer Relationship Marketing

Summary:
The Director of CRM will lead the company's efforts to convert interested prospects into loyal, passionate customers. She/he will lead the CRM Marketing team and work closely with the Analytics team to maximize conversion rate and ROI through oversight of a large, database-driven direct mail and e-mail program.

The successful candidate will have leadership expertise in marketing strategy, loyalty programs, and multi-channel CRM with a leading retail, direct mail, consumer or financial services company. She/he will have deep understanding of customer analytics and database marketing using both direct mail and e-mail.

Key Responsibilities:
Drive the vision, priority setting and marketing plan development to leverage CRM activities for superior business growth/returns.
Develop a multi-channel contact management strategy that maximizes ROI by allowing the customer to get educated, shop and purchase in the channel(s) that are most convenient for him/her
Manage the loyalty program to drive repeat and referral business while building owners' passion
Collaborate with cross-functional peers to ensure that CRM efforts are aligned with the strategic direction of the business
Adeptly translate data into action via insightful strategies, grounded in our business objectives
Manage relationships with creative agencies and print/e-mail production groups
Aggressively track - and communicate - program results, and meet or exceed in-going metrics
Grow e-mail address capture rates in all channels

Qualifications
BA/BS required; MBA desirable
7+ years of experience managing direct marketing programs, including direct mail and e-mail multi-channel marketing
Rigorous analytic background and ability to constantly monitor results and refine marketing formulas accordingly
Deep knowledge of in all aspects of database marketing, customer analysis, direct marketing and campaign profitability analysis
Adept at communicating complex material in an understandable way
Ability to thrive in fast-paced, evolving retail environment