Senior Director of CRM, Loyalty, Customer Insights and Analytics

New York, NY 10011

Employment Type: Direct Hire Area of Specialty: CRM Job Number: 6585 Pay Rate: 190,000

Position Summary: As the Senior Director of CRM, Loyalty, Customer Insights and Analytics you will blend the art and science of growing revenue across our Direct to Consumer channels through innovative strategies and tactics designed to acquire, retain, reactivate and reward customers across all segments. You will glean meaningful insights that cross-functional partners in Marketing, Merchandising, Buying and Ecommerce can act upon to improve our customers experience, our business operations and financial results. You are a talented leader, and you are eager to mentor and inspire your talented team - collectively you will drive the execution of these programs.

Duties and Responsibilities:
  • Business Strategy Leader for new CRM Database and Analytics platform leveraging the CRM platform to optimize lifetime value
  • Develop and manage an innovative Loyalty Program, focusing on personalization, testing and driving engagement and retention
  • Manage and direct all aspects of market research, including both qualitative and quantitative methodologies and analyses
  • Leads enterprise testing and regularly engages the executive population to deliver customer insights that guide strategic decision making
  • Develop and deliver broad & integrated data research projects that will have company-wide impact
  • Partners with Marketing to establish and continually improve segmentation strategy & implementation
  • Monitor customer migration across various predetermined segments
  • Define and monitor success at the program, customer segment and campaign levels. Identify and report on Health of the Customer KPIs to track effectiveness of the all programs and assess levels of Brand loyalty over time
  • Lead CRM vendor relationships, develop and maintain successful vendor deliverables, focused on continuous relationship management and capabilities assessment
  • Serve as a knowledge leader, using structured problem solving to craft and execute thoughtful insights and agendas
  • Work with different functional leaders and across multiple product teams with attention to customer insights and research, including both qualitative and quantitative methodologies.
  • Create and maintain a formal process to update and share findings with cross-functional partners. Drives target customer understanding and advocacy throughout the organization
  • Applies strategic and analytical skills to major company challenges.
  • Track customer experience and NPS
  • Lead CRM vendor relationships, develop and maintain successful vendor deliverables, focused on continuous relationship management and capabilities assessment
  • Performs other related duties and assignments as required.


Required Skills

Required Experience

Education:  Bachelor’ s degree in Marketing, Market Research, Business and/or Consumer Studies; Master’ s degree a plus
 

Required Experience:
  • Experience: 10+ years in CRM, Loyalty, Customer Insights, Market Research, and Business Analysis; 6+ years in a management role
  • Loyalty program launch experience preferred
  • Prior CRM/Loyalty program development including detailing functional requirements
  • Experience in women’ s apparel preferred
  • Must be proficient with Business Intelligence Software (Tableau a plus)
  • Experience with Merkle a plus
  • Must be able to work with technical data, as well as, creative concepts
  • Extensive experience analyzing customer behavioral data
  • Must have segmentation experience
  • Knowledge of both qualitative and quantitative methodologies in data analytics
  • Exemplary verbal and written communication skills
  • Ability to engage an audience with persuasive, data-based story telling. Strong presentation skills
  • Leadership in developing strategies and executing against roadmap to drive change
  • Experience managing teams
  • Technical proficiency and knowledge of CRM database solutions and feeds, loyalty, and analytical systems
  •  

Staffing Contact:

Supervises: CRM Manager & Insights Manager

Reports to: Vice President of Digital Commerce

Patti Richards
Managing Director, Digital & eCommerce Recruiting

Patti started working with The Connors Group in 2007. Her outgoing personality, energy, and positive attitude helped quickly develop a broad and loyal base of candidates and clients. Patti believes an ideal client relationship is a true “partner” with the shared goal of quickly and successfully recruiting the right talent... relationships that are built on trust, communication, and attention to all the right details. She believes that investing time to understand the big picture… the business and goals… are imperative when taking on a new search. Equally important to the “job order” is identifying the fit, and her goal is to add value and become that trusted, go-to resource companies seek to get their positions filled!

Candidates want to establish relationships with recruiters who understand the industry, skills, career goals, and personalities of the people they recruit. Listening to what is important to the individual- besides the skills match- to better align qualities with opportunities is the goal. Communication as well. Honest and open communication are paramount. As a recruiter working with both passive and active candidates; Patti strives to understand “who they are,” “what are their career goals,” “what do they think is their most valuable trait.” Listening, establishing rapport, and keeping the line of communication open… providing career guidance, suggestions, and honest feedback is what she believes differentiates our team from other recruiters!

Helping to build the digital practice for The Connors Group, even riding the waves of an up and down economy, and witnessing early stages of the digital, eCommerce era... is something Patti is tremendously proud of. To be part of successful and consistent growth… understanding the trends / translatable skills, cultivating relationships with early pioneers who were just starting out… and seeing their progression- it is very rewarding to be part of that change! Similarly, earlier in her technical sales career, witnessing the transition from Mainframe, Data Center technology… to Personal Computing, Microcomputing, and ultimately partnering with an innovative group to target small- to medium- sized businesses to offer affordable, powerful computer solutions- it was incredible to see that trend explode and have a part in it!

She would have to say… over the course of a 30-year career in technology, that Patti has found it satisfying to have contributed to both sides; from the evolution of computing and putting technology in the hands of the people… to now putting people with the right hands on the technology! Her goal is to continue to build a reputation as a Subject Matter Expert in the digital talent space, working with new companies and staying abreast of emergent technologies so that she may continue to service new and existing clients; and be positioned as a trustworthy and valuable partner. Outside of work, she loves to travel... mostly off the beaten path, has a knack for party hosting and loves to dance!  

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