Director, CRM Resume Sample
Michaela Bernier
219 Santa Lakes,
New York,
NY
+1 (555) 558 0488
Work Experience
Director, CRM
10/2017
-
PRESENT
Houston, TX
- 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
- Build and manage a direct customer relationship asset for UMG and our labels, with best-in-industry fan acquisition, profiling and activation that delivers large, relevant and engaged audiences for artists and labels
- Serve as the voice of music super fan within the organization. Taking a “fan first” mindset in developing communications, targeting, data profiling and CRM so that fans receive relevant communications with news, video and audio content, information, and product offerings that are relevant to the fans interests and potential interests
- Consistently thinking about the fan relationship and its long-term value to the organization across all products and formats (merch, physical music, playlisting, vinyl, experiences) and elements of value we can deliver for fans (content, news, tour dates, special access and new artists)
- Plan, manage and deliver multi-channel, digital CRM marketing campaigns as well as lifecycle marketing campaigns, which aim to manage the most effective outcome and value across each related music fan touchpoint
- Collaborating with legal, data, and operations teams, define, document and manage the approach and policy for using CRM data to extract deep value
- Partner with analytics and platform teams to perform customer and campaign analysis as well as predictive and segmentation modelling to help highlight opportunities and resulting strategies
- Inform and influence offers, promotions and journeys required to drive increased LTV
- Accountable for daily monitoring, optimization and ROI across all direct channels, customer KPIs and programs
Senior Director, CRM
11/2012
-
05/2017
Boston, MA
- Provides the service provider(s) with prioritization of the queue of change requests associated with the client’s portfolio
- Experience in an IT leadership role, managing a complex portfolio of applications across multiple technical platforms
- In depth knowledge of the Residuals process including the complexity around talent agreements (writers, actors, directors, producers, etc.) and how they translate into IT requirements to satisfy contractual obligations
- Knowledge dealing with a complex custom application that relies on a large number of interfacing systems
- At least three major full life cycle large project implementations in a management capacity
- Have deep experience in the full lifecycle of software development with industry standard best practice methodologies
- Experience in the planning, implementation, operation, and maintenance of IT systems across multiple hardware and software platforms; experience in project and change management of major development or operations projects is required
Director, CRM Sales Metrics & Automation
07/2006
-
09/2012
New York, NY
- Knowledge of enterprise system software solutions and the integration of business process design to final solution determination
- Management of IT budgets exceeding $2 million
- In-depth knowledge of Residuals business process including the complexity around talent agreements (writers, actors, directors, producers, etc.) and how they translate into IT requirements to satisfy contractual obligations
- Film entertainment experience with source revenue systems and the collection and reporting of by-title revenue and expenses
- Working knowledge of equivalently financially complex related business areas
- Understanding of industry trends and direction in the area of managing intellectual property content and new methods for exploitation and the resulting impact on the Residuals business process
- In-depth management experience of service delivery as well as prior senior management experience in a comparably sized organization including primary operational responsibility. Fully understands and implements the PMI process groups and knowledge areas
- Possesses technical skills in Enterprise Architecture Design, J2EE design and development, Data modeling, SOA, EAI & messaging, Mainframe, Windows (.Net), Java J2EE and Web2.0 technologies
- Masters and applies expert knowledge of application technology and associated leading edge solutions and strategies related to the client’s business to help them achieve their business goals and objectives
Education
Everest University - Largo Campus
2002 - 2006
Bachelor's Degree in Business
Professional Skills
- Demonstrated ability to drive change through an organization through communication, leadership, influencing and leadership skills
- Executive-level consultation and thought leadership. Demonstrated skills in fact-based analysis, presentation and interpersonal interaction
- Have strong leadership skills and a team-oriented approach
- Proven experience leading an IT CRM practice, including associated analytics and leading edge technologies to deliver value to the business
- Experience defining, executing and leading retention based efforts with proven ability to lead cross functional teams and drive positive results
- Related experience including leading an organization through a CRM transition; project oversight experience required
- Proven experience in managing multiple functions in a fast paced, changing environment
How to write Director, CRM Resume
Director, CRM role is responsible for design, architecture, java, database, organization, reporting, retail, finance, credit, integration.
To write great resume for director, crm job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Director, CRM Resume
The section contact information is important in your director, crm 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 Director, CRM Resume
The section work experience is an essential part of your director, crm 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 director, crm responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular director, crm position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Director, CRM resume experience can include:
- Implement and maintain a strong governance process for the purpose of effectively managing and prioritizing business demand
- Excellent project management skills. Experience working with overseas teams – an advantage
- Strong communication skills along with a customer-oriented attitude
- Financial Services experience; including 2 years of CRM experience
- Analytical skills and ability to translate these insights to different audiences
- Marketing/CRM experience, including leading customer loyalty and direct marketing programs. Familiarity with CAN-SPAM compliance
Education on a Director, CRM Resume
Make sure to make education a priority on your director, crm resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your director, crm 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 Director, CRM Resume
When listing skills on your director, crm 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 director, crm skills:
- Strong customer database analytical skills
- Experience managing email marketing and push notifications activities, including running AB tests and building an effective reporting infrastructure
- Financial and business planning skills
- Interacts Effectively : ability to influence cross functional teams and senior leadership on business processes, ways of working
- “General Manager” mindset, with “service provider” skills,
- Senior level project management skills
List of Typical Experience For a Director, CRM Resume
1
Experience For Senior Director, CRM Resume
- Experience developing integrated marketing strategies and integrating CRM within broader digital marketing efforts
- Oversee the development of marketing campaigns, ensuring strategic and tactical goals are met in the most efficient and effective way
- Pushes and drives utilization of the channel by regional marketing teams, taking into account business priority and strategies and local opportunities
- Direct experience implementing CRM segmentation and marketing automation strategies at scale
- Experience working inside an iGaming B2C operator
- Act as a consultant to the business on the effective use of new or emerging technologies that drive business value
- Talent development and priority setting across the CRM team
2
Experience For Senior Director CRM Solutions Resume
- Deep knowledge of and experience with CRM tools, email campaigns and digital marketing
- Proven track record of channel expertise and marketing management: e.g. Agency, Email ESP, Retail, Email, Notifications
- Demonstrated customer marketing acumen
- Technical experience and knowledge with Java, Business Objects, Informatica and web based technologies
- Effective manage large cross functional and matrix organizational teams
- CRM experience
3
Experience For Director, CRM Sales Metrics & Automation Resume
- Managerial experience with various teams
- Ensure the CRM system provides an effective sales funnel
- Hands on management of Facebook fan page – copywriting posts and connecting with users in order to increase user engagement
- Influences the Product and Merchandising roadmaps through hypothesis-driven business case and opportunity sizing
- Work with FMI team on customer segmentation and cohorting for targeting and analysis
4
Experience For Director CRM Transformation Resume
- Highly proficient in targeted marketing through digital channels in particular email, mobile and direct response social marketing
- Develop a technology roadmap ensuring linkage to the overall strategic business objectives of the company
- Active participation as one of the VP Business Systems’ senior staff leaders, influencing all aspects of strategy and operations
- Develop annual program budgets, ensuring plans for Enterprise Applications are socialized, coordinated and resourced appropriately across IT functions
- Reports to the SVP, Marketing, WWE Network
- Collaboration with the production team on improving user retention and engagement metrics
- Creative, innovative, great copywriting capabilities
- Develop Fan Engagement road maps for our core company efforts – Affiliate, Sales & Marketing, Content etc
5
Experience For Director, CRM & Digital Marketing Resume
- Knowledge of the media landscape, and a passion for making a difference
- Monitor relationships with existing customers through CRM systems
- Set specific marketing strategies to retain customers
- Plan multi-channel marketing campaigns and collaborate with account teams for execution
- Track marketing metrics and trends, such as conversion rates and web analytics
- Manage promotions team for implementing iLottery campaigns
- Direct the construction of complex project plans, interdependent events, critical path activities
6
Experience For Executive Director, CRM Technologies Resume
- 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 enabling digital solutions
- 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
- Perform competitive intelligence to identify promotional activities that fit the company’s strategy and positioning
- Initiate/execute and analyze all tests carried out in promotional activities to increase return on investment
- Customer Insights. In depth look in the sociodemographic and psychographic characteristics of the company’s customers and comparison to competitors
7
Experience For Associate Director, CRM Architecture Resume
- Collaborate with all business lines, respective marketing leadership and channel partners to ensure analytics resources are used strategically and in the most effective way across to ensure marketing channels are continuously optimized
- Ensure all analytics standards, best practices and principals are applied across Canadian Banking and Insurance
- Engage with senior business, marketing and channel leaders to communicate the importance and application of CRM channel analytics
- Develop, maintain and is accountable for CRM Analytics Calendar
- Develop and maintain a CRM channel dashboard
- Oversee operational and technical aspects of WMG’s analytics platforms and act as the liaison between third-party analytics partners and WMG
- 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
- Demonstrated experience with testing strategies and vendor management
- Develop and execute strategy for email marketing which builds loyalty and drives incremental orders
8
Experience For Director, CRM Systems & Solutions Resume
- Strong and accomplished background and experience in all CRM disciplines (analog and digital), including consulting (strategy and analytics) and digital marketing (strategy, creative, production)
- Direct marketing and digital marketing experience with demonstrated core competencies in database management, campaign analysis, profitability analysis, and customer behavior analysis in a consumer focused multichannel marketing environment
- Recommend progressive transformation solutions that meet our internal customers’ needs and business goals for both Service and Sales
- Partner with business teams to develop marketing plans that support business objectives while protecting and growing the size and value of our customer database
- Review competitive landscape and best practices, and make adjustments to plans and operational activities based upon identified information
- Lead and manage the development of annual and seasonal plans that support the successful achievement of program and business goals by streamlining processes, increasing efficiency, revenue, and downstream retention
- Create and manage a meaningful customer segmentation and contact strategy in collaboration with the Analytics team, executing timely and accurate deliveries of marketing strategies to achieve business goals
- Build internal communications to foster collaboration between the Campus Marketing and Product, planning and allocation, technology and operations functions in the company as it relates to better understanding both current customers and opportunities to acquire new ones
9
Experience For Director CRM Resume
- Lead the design and development of GA’s CRM infrastructure by defining CRM infrastructure business requirements and providing leadership for the installation, configuration, support and proper use of the firm’s CRM and eCommerce systems
- Excellent understanding of CRM principles in a B2C and B2B environment
- Knowledge of databases including SQL and compatible reporting tools
- Manage a team of at least four operators and analysts
- Analyze the performance of various content and ensure a regular flow of additional content developed based on those insights
- Able to think through problem solutions, sell cooperative solution agendas, and integrate internal/external efficiencies
10
Experience For Director, CRM & Retention Resume
- User interface design, information architecture and creative design aspects
- Project management principles and disciplines
- Balance organizational resources (i.e. people, money, hardware, software etc.) to ensure the right investments at the right time to optimize return to the organization
- Foster an effective organization with growing capabilities and talents needed to deliver the plans of the organization. Leverage industry best practices to fundamentally improve the value equation for delivery of IT capabilities
- Apply managerial and operational controls to maximize return on technology and resource investments
List of Typical Skills For a Director, CRM Resume
1
Skills For Senior Director, CRM Resume
- Development & implementation of overall CRM strategy for global sponsorship and premium sales/service (system design, training, processes and coordination with IT)
- IGaming industry experience is highly desired
- Experience in operating and developing campaigns using a Marketing Automation platform
- Experience running CRM activities in the social gaming or gambling industry
- Experience with leading and directing vendor/agency relationships and defining their scope of work, deliverables, budget and timelines
- Strong leadership, mentoring and coaching abilities
- Strong understanding of marketing trends in digital, social, and mobile
- Motivates and energizes the team by defining best-in-class marketing and channel experience
- Strong understanding of key industry standard email, mobile, social and CRM concepts and capabilities
2
Skills For Senior Director CRM Solutions Resume
- Strong analytical abilities and passion for leverage data and analytics in a marketing capacity
- Deep love of music, pop culture and understanding of the “fan” mentality and digital experiences
- Enthusiasm and leadership. A strong work ethic necessary to succeed in a dynamic, fast-moving and results oriented environment
- Demonstrated leadership in providing technology and process change
- Hands on experience using SQL ( e.g. Oracle or MS SQL) and statistical software (e.g., R, SAS, or SPSS)
- Excellent technical knowledge of a variety of CRM and analytical technologies, systems and processes
- Solid background in customer acquisition strategies
3
Skills For Director, CRM Sales Metrics & Automation Resume
- Experience in building and managing a CRM marketing team
- Experience in developing with Salesforce (Force.com, Apex, VisualForce, Lightning)
- Strong working knowledge and understanding of integration services and patterns
- Experience developing marketing strategies and campaigns
- Demonstrated knowledge of leveraging predictive analytics to drive targeting and segmentation
- Experience leading development of advanced customer segmentation (RFM, behavioral, attitudinal, demographic) to drive pragmatic, results-oriented CRM strategy
- Strong understanding with other consumer technologies
- Previous retail marketing experience
4
Skills For Director CRM Transformation Resume
- Work successfully under tight deadlines and manage multiple priorities
- Strong understanding of customer retention, CRM and database marketing ideally with an online subscription business
- Strong business knowledge to grasp the needs of the business in the short, medium and long term – able to define a roadmap for overall project delivery
- Working knowledge of a variety of CRM industry-leading consumer data and technologies
- Creating and cultivating networks of people across a global and matrixed organization
- Deep understanding of how users interact with digital content and how to generate direct engagement from marketing communications utilizing digital content
5
Skills For Director, CRM & Digital Marketing Resume
- Use a full range of marketing channels including Email, SMS, ,Push Messaging, Social Media and Outbound
- Preference to those with and understanding of lottery, gaming and digital industries
- Make recommendations to management of strategies, roadmaps, and operating plans for e-mail, direct mail and mobile marketing channels
- Own and manage the overall budget associated with CRM programs. Responsible for executing according to annual plan
- Thorough understanding of customer lifecycle and lifetime value marketing
- Record of building high trust relationships with business partners, product managers. Data-driven decision making & influence
- Build and oversee reports to track new sales, renewals, invoicing, sales pipelines, and other trends
6
Skills For Executive Director, CRM Technologies Resume
- Assist the marketing department with additional analysis of market research and integrate research with CRM efforts
- Penchant for innovation and new and creative thinking
- An ability to manage marketing projects end-to-end
- Lead database development work to enable enhanced Marketing capabilities
- Guide data capture efforts across marketing & sales touch points
- Analyze complex sets of data, provide insights, and utilize target and predictive modeling for lead generation and conversion programs
7
Skills For Associate Director, CRM Architecture Resume
- Establish new opportunities to leverage Salesforce.com database to support CRM-based marketing initiatives
- Manage extended team of Creative and Digital services driving improved processes, creativity and strategy to deploy impactful, integrated efforts
- Develop strategy and manage operations of e-mail and direct mail marketing for The Vitamin Shoppe’s online and retail efforts
- Manage inventory, rate cards, and other contractual components for the corporate sales and service teams
- Review corporate sales and prospect data to identify trends and opportunities for growth
- Evaluate third-party data providers that could enhance consumer and corporate sales efforts
- Design reports and dashboards for all business units tailored to different staff roles and responsibilities
- Collaborates with partners, peers and manager to prioritize and allocate analytic resources to ensure sufficient marketing analysis coverage across Canadian Banking & Insurance
- The attraction, development and retention of high-performing team members
8
Skills For Director, CRM Systems & Solutions Resume
- Develops self and direct reports
- A thoughtful, data informed, and brand sensitive approach to cross promotion of musical products and content
- Knowledge of industry-standard CRM practices and compliances (e.g. COPPA, EU Safe Harbour, CAN-SPAM, etc.)
- Technical expertise with CRM and analytical systems
- Work with key stakeholders (customers, agencies and internal)
9
Skills For Director CRM Resume
- Tech savvy and customer service oriented
- 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
- 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
- Background in CRM, including experience defining and executing loyalty marketing strategies, with proven ability to lead cross-functional teams and drive superior results
- Demonstrated successes in developing and implementing a successful personalized, targeted email marketing program, including trigger-based communications
- Experience: marketing, advertising, market research, consulting
- History of partnership with IT and broad understanding of CRM systems required
10
Skills For Director, CRM & Retention Resume
- Knowledge of medical, legal and regulatory guidelines for pharmaceutical marketing guidelines
- Email marketing program management
- High sense of integrity and respect for others
- Travel requirements: Approximately 5-15% travel (market research, client meetings, conferences, etc.)
- Deep knowledge of CRM principles, processes and technologies
- Highly cross-functional and collaborative
- Resourceful, open minded, can-do positive attitude who is inspired by challenges
- In-depth experience in measurement of incremental results based on control group studies; ability to properly size control groups to ensure accuracy while maximizing incremental sales/response
List of Typical Responsibilities For a Director, CRM Resume
1
Responsibilities For Senior Director, CRM Resume
- Help drive email effectiveness/engagement, set contact strategy and manage customer preference and privacy policies (US and International)
- Provide process leadership and management to key initiatives (i.e Continuous improvement)
- 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
- Align cross-functional teams to business strategies & priorities. Guide and provider direction and clarity to delivery team
- Defining, executing and optimizing the multi channel customer experiences associated with The Home Depot's CRM programs. Develop robust integrated multi channel contact strategies across all touch points and points of engagement to drive increased revenue and margin for top customers and drive engagement for passive customers
- Work closely with Customer Insights and IT teams to ensure the correct insights and systems are being leveraged
- Lead the development and implementation of PROl and Consumer segment strategies across the company and develop lead generation and customer acquisition plans
2
Responsibilities For Senior Director CRM Solutions Resume
- Partner with Marketing and Advertising to integrate CRM programs into the overall corporate marketing initiatives. Establish an integrated look and feel across The Home Depot's CRM offering
- Collaboration with internal stakeholders and other external partners
- Development and management of all KPIs associated with program performance and customer health check
- Create and execute CRM strategies and tactics to acquire and retain customers across WWE’s multiple lines of businesses – WWE Network, Shop and Events – and to maximize lifetime value of customer
- Responsible for company-wide email program utilizing CRM platform and marketing database, including overall strategy and end-to-end set-up/delivery of email campaigns
3
Responsibilities For Director, CRM Sales Metrics & Automation Resume
- Identify efficiencies across lines of business on how we communicate with our customers (via multiple channels)
- Liaise with departments to ensure CRM strategies are accomplished
- Communicate, present and empower C-suite executives to make informed decisions
- Define the app’s CRM strategy, targets and KPIs
- Help define/integrate the distribution platforms, reports and metrics
- End-to-end responsibility over campaign creation and execution – manage promotions calendar, define user segments, coordinate with production team, write copy, brief designers, analyze and report results, derive conclusions and tweak next campaigns accordingly in order to reach the targets set
- Highly analytical, data driven and results oriented
- Team player, ability to work in a fast paced environment and handle multiple tasks
4
Responsibilities For Director CRM Transformation Resume
- Is eBay’s thought leader on CRM vision
- Leads a team of ~10 marketing managers across multiple geographies; Responsible for the sourcing and hiring of new team members; constantly raising the talent bar
- Creates strong partnerships with Regions, Product, Analytics, Ops, Customers, Agencies and other key partners and stakeholders
- Proactively optimizes and ensures the health of the channels via daily review of KPI/ metrics and monthly health checks; Ensures high-quality campaigns and leads the team through crisis when there are p1s
- Represents channel externally while partnering with 3rd party vendors & creative agencies
- Research and development of new content types, pilots to build into product roadmap
- Develops and grows channel reach and retention
- Lead collaboration with multiple stakeholders across the company: Global Data and Ad Products, Digital Ad Sales and Fan & Media Intelligence to establish a best in class approach to a holistic consumer insight & data driven marketing effort
5
Responsibilities For Director, CRM & Digital Marketing Resume
- Responsible for our ESPN retention efforts – driving adoption of our platform, utilizing current loyalty efforts (Insider) and measuring response daily/weekly/monthly
- Understand and drive the strategy & implementation behind Customer Acquisition Cost(CAC)/Lifetime Value (LTV) as it relates to Fan Value/Deciles and build framework for sequential and personalized messaging
- Partner with our Customer Care team to understand and address customer service issues related to our retention/loyalty efforts
- Oversee customer information, capture and report on performance and work with data analytics resources to improve accuracy, frequency and quality of fans to grow our understanding of fans
- Clearly and frequently communicate to company leadership the performance of our marketing efforts against agreed upon CRM metrics – including ratings and sales
- Make recommendations to management of strategies, roadmaps, and operating plans for CRM channels (e.g. e-mail, direct mail, etc)
- Build national, regional and local models that can be scaled quickly
- Collaborate with the Retail team to drive insights into our branded merchandise efforts
- Oversee vendors related to CRM systems & retention for optimal productivity
6
Responsibilities For Executive Director, CRM Technologies Resume
- Hands on program execution and management in a high velocity/dynamic environment
- Sell your vision to teams across the company
- Develop strategy and manage of CRM marketing efforts for The Vitamin Shoppe. This includes email, direct email, clienteling, paid/targeted digital/social media and SMS
- Partner with business/merchant teams to develop marketing plans that support business objectives while protecting and growing the size and value of our customer database
- Manage day-to-day relationships with vendor partners including Responsys, Movable Ink!, Email Aptitude, SmarterHQ and Custora
7
Responsibilities For Associate Director, CRM Architecture Resume
- Work closely with remainder of CRM and Loyalty team including CRM Campaign Manager and the Sr CRM Analyst
- Develop, lead and manage the work of 2 - CRM Managers, 1- CRM Specialist and 1 – CRM Coordinator
- Develop strategy, oversee implementation and continually optimize and evolve all elements of Showtime’s CRM program
- Deliver against KPI's in areas such as retention, reactivation, churn prevention and player lifecycle across all products
- Develop and maintain stringent segmentation models
- Manage all affiliate programs and third party vendors
- Provide detailed analysis and reports; review with clients and teams
8
Responsibilities For Director, CRM Systems & Solutions Resume
- Position reports to VP Customer
- Working knowledge of predictive analytics platforms (e.g. Custora), ESPs (e.g. Responsys), retargeting platforms (e.g. SmarterHQ) and personalization engines (e.g. Movable Ink)
- Manage and guide direct reports
- Handle dynamic industry with constant developments
- Proficiency in Word, Excel and PowerPoint/Keynote
9
Responsibilities For Director CRM Resume
- Manage database for CRM program application
- Partner with IT on database configuration and capabilities across UPR shared platforms
- Direct customer segmentation of the database to personalize communication to individuals in the database. Drive Salesforce configuration and functional capabilities, work with third-party integrations and support key initiatives with campaigns, dashboards and reporting
- Work with our Salesforce.com team and product marketing to architect database integration into the CRM system and model engagement milestones / cycles that shape our marketing campaigns
- Maintain a campaign calendar and “air traffic control” the integrated marketing cadence
10
Responsibilities For Director, CRM & Retention Resume
- Ensure communication of results, timeliness and quality of all deliverables
- 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
- Develop staffing plans, recruit and hire employees. Supervise direct, indirect and functional as well as technical reports. Establish individual performance goals, review performance against goals, provide regular and timely coaching. Plan, approve and implement programs for timely development and progress of individuals. Ensure team approach follows departmental and project / PMO standards
- Lead the creation and management of dashboards and closed loop reporting integrated with the sales database that tracks campaign effectiveness, data and list hygiene prospect engagement, sales performance (SLAs), and funnel advancement; analysis of all lead generation campaigns; identify opportunities for campaign optimization and areas in the pipeline requiring additional marketing support
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