Director – CRM and Lifecycle Marketing

Director – CRM and Lifecycle Marketing

Requirements

• Bachelor’s degree required; MBA preferred
• 12+ years of Marketing experience with a strong focus on growth and lifecycle marketing, with a minimum of 7+ years in a similar role
• 7+ years of team and cross-functional leadership experience
• Track record of delivering impactful, innovative CRM, Growth and Customer Lifecycle strategies that resulted in business growth
• Experience effectively managing complex portfolios and audiences delivering business growth, preferably in a technology space
• Strong critical thinking with the ability to assess disparate pieces of information and create an insights-driven strategy and plans
• Ability to design data-driven technology solutions to create actionable information to answer business questions
• Experience managing multiple initiatives and/or launches simultaneously, working with many internal and external partners to ensure we are bringing our brand and products to life seamlessly and to the highest impact
• Ability to translate consumer, competitive, cultural insights and internal data into opportunities, actionable strategies and specific activation plans that deliver customer engagement and business growth
• Entrepreneurial spirit, excellent communication skills and ability to articulate complex strategies and concepts clearly and effectively to all levels of organization
• Ability to operate in a very fast-paced environment, demonstrate an agile and adaptive mindset, capable of quickly responding to consumer, market and cultural opportunities – providing both organization leadership and creative guidance
• High emotional intelligence that enables close working relationships with key leaders across remote teams globally and solving complex problems at scale and speed
• Exceptional Power Point skills – ability to deliver a data-driven analysis and tell a clear, actionable story
• Innovative mindset and curiosity. Relentless drive and positivity.

Responsibilities

• Lead a team of CRM managers and external agency partners to plan, execute and analyze campaigns and programs, and will build the future Lifecycle Marketing organization
• Partner with other Marketing experts (Research and Insights, Creative, Media, Partner Marketing) and cross-functional partners (Product Management, E-commerce, Sales)
• Define and own the customer lifecycle and CRM strategy to acquire new customers and improve retention and loyalty of existing ones
• Develop and execute a new approach to move from pure acquisition to building loyalty and advocacy
• Develop a cohesive customer journey inclusive of audience segments, purchase cycles, ecosystem communication (products & services) and key launches, seasonal campaigns, ongoing consumer touchpoints, education and engagement to build loyalty
• Build connection with all marketing touchpoints across owned, paid and earned channels to deliver the right message, to the right audience at the right time
• Own overall marketing traffic to Samsung.com across all marketing channels, including weekly traffic and conversion targets
• Lead team to define the target audience for individual campaigns designed to drive traffic to Samsung.com. Align with the central Data Science team to develop audience target lists, expand current audience reach, and ensure optimum usage of internal database and external list sources
• Lead team to create campaign specific messaging strategy (images, messaging and comparative specifications) that map to each consumer segment and ensure clear value propositions
• Support Samsung.com CEJ development to ensure cohesion across CRM and Samsung.com touchpoints (Marketing Landing Pages, PDP)
• Collaborate with Data Science and agency teams to design reporting that supports analysis of program performance. Analyze performance and results and optimize campaigns based upon test and learn strategy
• Manage daily operations with agency partner(s) coordinating creative development, list selection, and execution of each campaign
• Identify and evaluate new, innovative sources of growth across channels, and across acquisition and retention based on audience insights, results of current campaigns and programs, competitive analysis
• Build strong business case, justification and impact forecast across all Lifecycle initiatives
• Lead and grow internal team: provide strategic direction, guidance, feedback. Identify the right structure of the CRM and Lifecycle marketing team
• Manage agency partners, including timelines, deliverables and budget to ensure flawless campaign execution. Analyze and recommend the right agency support model
• Prepare and present strategy and plans on a weekly/monthly/quarterly basis to executive leadership (CEO)
• Participate in Samsung’s CRM Governance Council for planning and coordination across all Samsung’s businesses including Mobile
• Ensure guidelines alignment, provide briefs and analysis for the Council review
• Establish strong relationships with global CRM counterparts

Preferred Qualifications

• Previous experience working with large scale first-party data is preferred