CRM Director Resume Sample
Herminia Murphy
31627 Joelle Mountain,
Los Angeles,
CA
+1 (555) 175 4324
Work Experience
Director of CRM
11/2016
-
PRESENT
Houston, TX
- Partner with Merchandising and Planning to ensure promotions, categories and key items are being adequately represented across all marketing touchpoints
- Increase the Company’s digital customer engagement across multiple channels and customer touchpoints
- Manage and provide guidance to 4 direct reports overseeing Social Media, Email Marketing, Performance Marketing, Cross-channel Marketing, PR, Events, Influencers and Content; ensure day-to-day operations meet KPIs and customer engagement, acquisition and retention goals
- Partner with the Creative and Branding department to align creative and visual messaging across the organization
- Serves as primary liaison for the CRM within Pacific Technology. Collaborates with key university stakeholders including Academics, Student Life, Enrollment Management, and Business and Finance
- Manages CRM-related vendors and contracts
- Contributes to the evolving strategic vision, action plan, and fiscal oversight of deploying recruitment and student success related CRM tools. Defines user needs to develop, document, and assess projects
- Responsible for daily oversight of CRM team, project and change management approaches, including development and maintenance of team capacity and adequate training, reference materials, reporting tools, and release notes for the CRM
- Responsible for the design of technical end-to-end solutions for business processes using Salesforce.com and Force.com platform; leverages native out of-the-box Salesforce functionality whenever possible
Director, Sales Force Automation & CRM
03/2010
-
09/2016
San Francisco, CA
- Provides technical leadership, setting best practices including integration and application development, deployment, testing (unit and systems), and iterative refinement
- Ensures security and integrity of CRM data
- Conducts continuous review of CRM functionality and utilization to maximize business processes and workflows; creates reports and conducts analyses of CRM-related key performance indicators (KPIs) and metrics. Identifies potential barriers to implementation and escalates, as appropriate
- Partners with key stakeholders to define scope and responsible for maintenance and assessment of existing and potential CRM integration
- Leads with Human Sensitivity – Demonstrates respect, develops others (i.e. explains strategic objectives and the meaning of projects; manages senior/junior members as needed) and enriches team dynamics (i.e. motivates the team to work with diverse personalities and cultures)
- Displays Sensitivity to Our “Métier” – Focuses on quality, continues to build personal knowledge of the beauty business and understanding of beauty and Consumer Behaviors
- Demonstrated 10+ years’ experience in technology related roles in areas directly relevant to the responsibilities described above
- Coordinate with Group Controllers to maintain high levels of accuracy, quality and consistency in organization’s planning and sales forecasting efforts
- Partner with leadership to drive and enable the standardization and implementation of “Day in the Life” sales and sales management processes based on Gannett’s sales playbook, value proposition and company strategy
Director of Product, CRM
01/2007
-
09/2009
Detroit, MI
- Demonstrated experience in successful implementation and adoption of highly complex CRM program with integration across large-scale, multi-unit operation
- Effective customer relationship skills as well as decision-making, problem solving and leadership skills
- Advanced skills in on-time, on-budget project management
- Contribute to development of recruiting strategies and marketing plans. Research market trends and opportunities, and analyze data directly related to managing the incoming class profile
- Maintain knowledge of the marketing strategies and communication plans of competitive institutions of higher education
- Enhance INTERMIX’s marketing segmentation and personalization strategies across channels
- Develop growth strategies for INTERMIX’s mobile marketing program
Education
Southwest Minnesota State University
2002 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- Strong math skills, problem solving skills & attention to detail.
- Handle multiple tasks simultaneously; possesses strong organization and prioritization skills
- Outstanding written, presentation and verbal communications skills with proven ability to make numbers tell a story and drive strategic decision-making
- Recognized organizational skills and ability to manage competing, high priority demands during times of organizational change
- Strong strategic orientation, critical thinking skills, and ability to evaluate broad impacts of work
- Strong business acumen, highly developed analytical skills and recognized for innovative and creative approaches to problem solving
- Excellent time-management, multi-tasking and interpersonal skills
How to write CRM Director Resume
CRM Director role is responsible for organization, software, retail, finance, integration, database, marketing, recruiting, security, architecture.
To write great resume for crm director job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For CRM Director Resume
The section contact information is important in your crm director resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your CRM Director Resume
The section work experience is an essential part of your crm director resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous crm director responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular crm director position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative CRM Director resume experience can include:
- Work closely with marketing channels and operations to launch campaigns, including in email and onsite merchandising but driving learning & expanded to mobile, social etc
- Define annual program KPI’s and program-specific strategies that capitalize on the ability of each programs’ strengths in driving new and repeat buyers and demand
- Direct the email marketing program including all promotional, trigger-based, targeted segment campaigns, and service email. Develop annual email marketing KPI’s and related strategies that meet or exceed annual buyer file, traffic and demand goals and continually grow the size of the email file
- Centre of Excellences: Assure that solutions don’t degrade value over time by developing and implementing Centres of Excellence around core business capabilities e.g. Business Process Management, Data Governance, Customer Experience
- Strong collaborative and strategic planning skills. Demonstrated professional interpersonal skills across a range of university constituents
- Good experience in top and bottom level funnels
Education on a CRM Director Resume
Make sure to make education a priority on your crm director resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your crm director experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in CRM Director Resume
When listing skills on your crm director resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical crm director skills:
- Excellent communication skills, with the desire to setup and build cross team collaboration
- Communicate, present and empower C-suite executives to make informed decisions Strong communication skills along with a customer-oriented attitude
- Experience in using multiple CRM and Marketing Automation toolsets like Adobe, Salesforce, StrongMail, Movable Ink, etc
- Quantitative skills, metrics-driven professional with a creative sense of holistic marketing campaigns
- A strong understanding of digital design principals, user experience design, legal guidelines such as CAN-SPAM and deliverability best practices
- Strong history of technical project management experience
List of Typical Experience For a CRM Director Resume
1
Experience For Director of CRM Resume
- Create tools, processes, procedures and trainings to effectively roll out the CRM platform to support
- Experience with Microsoft Dynamics CRM is required
- Utilizing a test and learn approach to rollout programs, build proofs of concepts and drive towards automated fan journeys to maximize fan reach and conversion
- Manage development, hypotheses and execution of 1:1 testing program, providing takeaways and recommendations to continually improve programming
- Partner with internal marketing, pricing and operations teams to create compelling offers and promotions
- Trusted advisor in providing innovative solutions enabling our client’s digital agenda
- Own vision for individual channel messaging and drive improvements to our ability to use personalization and targeting in each through
- Be the voice of the market, and champion business, product and marketing needs within the organization
- Partner with peers and senior management team to share best practices and collaborate on emerging trends and business opportunities
2
Experience For Director, Sales Force Automation & CRM Resume
- Structure A/B and/or multivariate tests to optimize campaigns and develop a testing strategy for all channel metrics
- Collaboration with Media, Analytics, Data Science, Audience Management, and Digital Marketing Teams
- Develop strategy for in-app messaging, push notifications and other targeted channels, and integrate journeys between email and mobile app communication
- Manage, develop and mentor a team of email marketing personnel
- Pursue and implement strategic partnerships to achieve marketing objectives
- Track marketing metrics and trends, like conversion rates and web analytics
- Collaborate on organizing promotional events to reach prospective alumni/parents/friends
3
Experience For Director of Product, CRM Resume
- Work with both customer facing and other business units to advance adoption of systems and processes that support the strategy
- Develop and implement measurable KPIs to measure the impact of adopting the CRM strategy
- Inherent empathy for the customer
- Establish KPI’s and metrics for all areas of IT operations and use them to develop a lean, agile and data-driven operations culture at iHeartMedia.
- Advance the CRM capability with a specific focus on retention. Develop a strategy and manage execution across all customer touchpoints to achieve KPIs
- Partner with product and marketing to grow the size and value of our customer database. Enhance customer profiles to improve marketing effectiveness and improve advertising CPMs
- Establish a customer ecosystem to drive cross-platform / cross-content behaviors resulting in improved retention and LTV
- Develop and execute both short and long term business plans for continued sales & profit growth through prioritizing, and driving forward customer enhancements, functionality & campaigns
- Formulate and enhance our CRM strategy (based on consumer lifecycle, brand pillars, launch activity) increasing retention and revenue and optimizing ROI on campaigns
4
Experience For Digital Marketing, E-commerce & CRM, Director Resume
- Oversee QA and A/B testing for email creative, subject lines, list segments, etc
- Establish and build a robust set of customer Journeys and triggered campaigns to support customer lifecycle management
- Track and report performance of all campaigns and KPIs
- Analyze findings, identify trends, and provide strategic recommendations for optimization
- Manage the maximization of customer lifetime value across the direct channels, and ensure seamless ease of access and ease of transaction
- Build organizational capabilities in the business through data-based consumer insight development and education
- Own the internal agency model currently in use by the team and work to improve efficiency of both internal team operation KPI’s. Establish a Service Level Agreement with stakeholders on executional timelines and quality measurements
- Track, report and improve upon actual performance metrics of individual campaigns and strategic KPIs for retention, engagement and CLV. Be accountable for the final performance of the campaigns themselves
- Track record of success in the selection and implementation of enterprise-level software systems
5
Experience For CRM Consulting Director / Associate Director Resume
- Direct the email marketing program including all promotional, trigger-based and targeted segment campaigns. Develop annual email marketing KPIs and related strategies that meet or exceed traffic and demand goals and continually grow the size of the email database
- Increase lifetime value and reduce churn by engaging customers with the most targeted, relevant and personalized content at each stage of the customer lifecycle
- Manage relationship with external vendors and internal IT department to design and efficiently execute programs
- Monitor online industry trends, competition, digital technology and laws (CASL and CAN-Spam)
- Understand high-performance CSS/SASS and HTML
- Suggest new methods to address alumni needs
- Conduct market research to follow trends and competition
6
Experience For Director, Loyalty & CRM Resume
- Lead all efforts related to the administration of the Live Nation Venue CRM database
- Spearhead efforts to increase usage of Live Nation products across all channels (email, web, mobile app and push, and SMS), partnering with Marketing to leverage appropriate content and ensure successful execution of lead nurture, retention and lifecycle programs
- Support the day-to-day business needs by building reports and dashboards
- Establish marketing goals for programs (email, mobile and SMS) that include test campaigns to drive engagement and ticket sales
- Understand the sources of data that feed into our CRM and recommend how best to collect and organize this data
- Partner with Business Insights and Analytics team to track program success, analyze fan behavior and establish program KPI’s and benchmarks to improve performance
- Report on marketing efforts (email, mobile, SMS) via automated internal systems; communicate all test results and learnings to internal leadership, marketing, mobile, product and data analysis teams
- Support development of business cases and presentation materials that capture strategic thinking and win organizational support for program strategies
7
Experience For Director of CRM & Loyalty Resume
- Think strategically, analytically, creatively and tactically in a fast-paced environment
- Significant experience interpreting primary and secondary consumer research; and operational, transactional, and financial data to identify customer experience issues, trends, and opportunities
- Demonstrated ability to develop marketing plans and business cases, and communicate succinctly
- In coordination with IT and other business units, lead and manage the selection, ongoing relationship, integration and overall platform direction for the Microsoft CRM tool
- Gather requirements, priorities, current state, opportunities and innovations from stakeholders so that a clear strategy is developed
- Champion CRM concepts and educate business leaders on the value proposition for integration
- Engage effectively with stakeholders at all levels including technical subject matter experts, IT, sales and account management, business partners, vendors, senior management, and others to ensure CRM tools meet business and customer needs
8
Experience For Salesforce CRM Director Resume
- Work closely with other business units to ensure successful data transfer and alignment for the overall CRM effort
- Defines and manages the Vans Loyalty Program including program structure, roadmap, benefits, program offer expense management, as well as conceptualizing the data architecture needed to support long-term goals
- Conceptualizes and drives CRM activation plans and optimization strategies. Responsible for creating and implementing customer contact optimization strategies targeted to customer acquisition and retention
- Defines framework and building requirements for the Loyalty program technology and data infrastructure to support long-term growth, partnering with the CLM and DTC Technology teams
- Oversees, track and analyzes applicable programs to ensure efficiency and effectiveness of programs
- Directs efforts of Loyalty and CRM vendors and other third party contractors
- Partners with the VF DTC team, sharing learnings and knowledge to support the business needs. Collaborates with analytics team for segmentation and data maintenance
- Research current marketing and recruiting technologies used in the MBA Admissions industry. Assess current state of Admission technology and recommend appropriate updates
- Strong people leader who can motivate a team and lead by example
9
Experience For Vans-director Loyalty & CRM Resume
- Produce daily and comparative history reports related to the admissions/recruiting function
- Assist in the implementation of a CRM system and serve as primary liaison between admissions office, the Marshall IT department, and the vendor
- Manage the collection of prospect data from multiple sources and maintain data integrity
- Assist in the development and management of the communications strategy, including responsibility for timely and effective distribution of physical and digital communique and materials
- Research technology platforms for delivery of virtual presentations and communique. Assist in solution implementation that align with deliverables
10
Experience For Crm-account Director Resume
- Develop and maintain relationships with prospective students, alumni, students and staff to optimize communications and create opportunities for Admissions
- Direct responsibility for growing the BJ’s Easy Renewal program with strong marketing efforts and backend IT capabilities for our online and in-club channels
- Influence internal and external teams and make your business cases known
- Test and optimize data-driven strategies to drive personalization
- Some travel necessary (approximately 10% or less)
- Knowledge of distributed system architecture, middleware, or object oriented analysis and design
- Demonstrated knowledge in business process analysis, designing specifications, report writing, workflow tools, relational databases, word processing and statistical analysis tools
- Strong supervisory skills, including building strong rapport with and support for staff and ability to coordinate workload in support of multiple and competing strategic priorities
- Positive attitude, consistently proactive in carrying out responsibilities, proven ability to work successfully with diverse populations, and demonstrated commitment to promote and enhance diversity and inclusion
List of Typical Skills For a CRM Director Resume
1
Skills For Director of CRM Resume
- Proven ability to succeed with minimal guidance, manage multiple priorities simultaneously, and take initiative under ambiguous circumstances
- Total CRM experience with demonstrated success in multi-channel direct digital marketing
- Solid track record in meeting or exceeding individual or team based financial goals, including return on investment
- Experience working directly with and supporting a large IT organization with personnel across multiple locations
- Marketing experience in areas including email, CRM, push notifications, customer segmentation and promotions
2
Skills For Director, Sales Force Automation & CRM Resume
- Excellent ability to plan, organize, manage, and coordinate multiple projects, budgets, and teams with varied and often competing deadlines
- Strong understanding of relational databases, query language, and development competency
- Experience working with IT teams on new capabilities from concept to inception
- Experience with at least 5 years managing a budget
- Experience leading customer retention efforts
- Experience managing email and/or mobile app push notification program/campaigns
- Experience using Salesforce data tools (Data Loader, Force.com Explorer, Workbench, Eclipse Force.com IDE) or similar data tools
- Experience implementing CRM platforms; preferably Microsoft CRM
- Good understanding of IT concepts and terminology
3
Skills For Director of Product, CRM Resume
- Agile planning and prioritization to balance local and national needs, efficiency, quality and results
- Be a visionary leader with experience building out a CRM organization from the ground up
- Experience of hands-on UA, marketing and/or monetization for an app or game
- Experience with implementing processes and/or software applications for portfolio management
- Overall digital marketing experience required
- Experience managing budgets and sales plans
- Experience in developing short and long term strategic plans
- Management experience, preferably working with distributed teams in remote locations and countries
- Ensure the CRM system provides an effective engagement and giving hierarchy/levels
4
Skills For Digital Marketing, E-commerce & CRM, Director Resume
- Five (5) years’ experience with Salesforce CRM (or similar CRM), data management, and enterprise management system(s)
- PMP certification or similar certification/experience
- CRM experience in higher education
- Experience with Ellucian Banner ERP
- Experience with localization and global implementations
- Demonstrated ability to successfully lead and support a major project
- Demonstrated results of successful outcomes on previous business transformation projects through direct and indirect teamwork
5
Skills For CRM Consulting Director / Associate Director Resume
- Develop an effective way to maintain constant visibility and transparency into the plans and progress of your team
- Build strong, healthy relationships within and across the teams
- Advanced experience with capabilities such as Omniture and Google Analytics
- Take ownership, problem solve and demonstrate a high level of accountability
- Coordinate with the College’s Communications Office to ensure consistency of message and effectiveness
6
Skills For Director, Loyalty & CRM Resume
- Consumer focused marketing experience preferably with an ecommerce company
- Understanding of web design and online marketing techniques
- Support Corporate Marketing’s use of SalesForce, including assisting Marketing to automate processes related to national marketing campaigns
- Help develop the strategic digital marketing strategy while building and leading the tactical execution plan
- Lead a high performing, highly collaborative team, developing strategic and operational framework to ensure the ongoing success and company growth objectives
7
Skills For Director of CRM & Loyalty Resume
- Deep understanding of email marketing best practices, testing methodologies and industry trends, especially for mobile
- Broad level of understanding surrounding information systems and application architecture standards
- Comfortable working in a high volume, fast-paced, rapidly changing, results-oriented work environment
- Have the ability to create something from nothing, identify a game plan, get results and embrace ambiguity along the way
- Create and maintain existing documentation (configuration, test scripts, functional specs for reporting and integration)
8
Skills For Salesforce CRM Director Resume
- Feeds retail and digital insights into the organization to provide retail expertise, including trends, category management, promotion and merchandising
- Develop annual marketing strategy and roadmap outlining engagement programs and tactics for key categories, new products and corporate initiatives
- Collaborate with teams to enable Salesforce Marketing Cloud (SFMC), ensuring all data points and capabilities are met for email, mobile and SMS
- Be flexible in working late evenings/early mornings, when needed to meet project deadlines
- Knowledge of front-end and server-side web technologies, programming platforms, and web-server environments/frameworks
- Reinvent and adapt to changing demands and pressures within a complex organization with aggressive goals
- Drive analytics and reporting to identify opportunities and manage performance
- Emphasis on collaboration outside of marketing to define strategies and deliver on the role of Programs/Campaigns
- Have an entrepreneurial spirit, thriving in a fast-paced, high growth environment
9
Skills For Vans-director Loyalty & CRM Resume
- Be emotionally resilient in fast paced, high profile and ever changing situations
- Lead upgrade releases and new projects involving strategy, implementation and support
- Assess impact on training, interfaces, processes, documentations, etc. and make recommendations for adoption of new or changed functionality
- To define the overarching CRM strategy for L’Oréal ANZ
- Drive revenue and customer engagement through consumer on-boarding, acquisition, reactivation, retention and loyalty programs
- Familiarity with web design and publishing tools (Photoshop, FTP applications, HTML)
10
Skills For Crm-account Director Resume
- Demonstrable expert in the field of CRM Strategy using multi-channel customer communications
- Hands-on knowledge and expertise in ExactTarget, Salesforce Marketing Cloud, Journey Builder, Audience Builder, SQL and AmpScript
- Adept at comprehending data flow between systems
- Set specific marketing strategies to retain alumni engagement
- Plan and manage multi-channel marketing campaigns
- Help to identify a CRM system; developing processes and procedures to ensure successful implementation of the same
- Monitor relationships with existing alumni/parents/friends through CRM system
List of Typical Responsibilities For a CRM Director Resume
1
Responsibilities For Director of CRM Resume
- CRM technology, specifically Salesforce.com
- Usability standards and practices
- System rollout and implementation
- Salesforce Platform Developer Certification
- Coordinate large scale efforts across multiple disparate teams
2
Responsibilities For Director, Sales Force Automation & CRM Resume
- Develop and build a world class global CRM organization that can scale
- Streamline company-wide communication to customers
- Implement measures to have proactive two-way conversations with consumers
- Find creative solutions to help the team overcome roadblocks despite limited data, tools and resources
- Coach and develop a team to maintain high morale and drive business results
3
Responsibilities For Director of Product, CRM Resume
- Be a self-starter with the ability to excel with little to no direction
- Understand the competitive marketplace of on-demand services on a global level
- Have the ability to roll-up sleeves and lead by example at both strategic and tactical levels
- Be fluent in CRM technology and have shown the ability to implement it at scale
- Achieve ROI targets set out buy the business value assessment conducted by divisions
- Assist with continuous process improvement and provide insights into system best practices
- Communicate status, progress and issues to stakeholders and leadership in a timely and proactive manner. Stays current with trends and issues in the market and consult with leadership on the impact of current and future solutions
4
Responsibilities For Digital Marketing, E-commerce & CRM, Director Resume
- Knowledge of software configuration, Apex coding, and/or Visualforce coding
- Drive adoption and usage standards across multiple user groups
- Facilitate roadmap and future products and capabilities to enhance sales and customer satisfaction
- Impeccable follow-through and attention to detail
- Work closely with the product management and engineering team in the continuous improvement of eBay’s CRM technology, tools and processes. Support product definition and development of portfolio of tools to deliver grass-roots driven short term business impact and scalable long term high impact marketing programs. Represent customer and business perspectives throughout the process
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