CRM Director Resume Samples

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N Ortiz

Nicklaus

Ortiz

358 Harmony Inlet

San Francisco

+1 (555) 624 3808

358 Harmony Inlet

San Francisco

Phone

p +1 (555) 624 3808

Experience Experience

Los Angeles, CA

Director of Product, CRM

Los Angeles, CA

Mitchell-Pagac

Los Angeles, CA

Director of Product, CRM

Inspect, accept or reject completed work from the development Sprint
Background in a product development discipline & analytics
Work closely with the engineering and functional leads and other stakeholders to build and maintain the product functionality backlog
At least 5+ years as a Product Owner working in an Agile Environment
Be a visible leader within development, documentation, and testing
Develop and drive execution of a multi-year execution strategy
Participate in team planning meetings and provide continuous advice, clarification and guidance during the execution of each Sprint

Phoenix, AZ

Director, Sales Force Automation & CRM

Phoenix, AZ

Senger-Keeling

Phoenix, AZ

Director, Sales Force Automation & CRM

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. 
Establish and maintain a team culture of data-driven decision-making, continuous improvement and operational discipline
Establish a high-speed, lightweight implementation lifecycle that maximizes throughput and time to market for changes on the platform
Motivating and energizing a team of IT professionals to create and maintain a lean, agile systems shop.   
Maximize efficiency and velocity of our SFA and CRM implementation and support processes and continuously look for ways to drive cost out of our global operations processes
Lead configure/buy/build decisions with a focus on minimizing development work, maximizing use of native platform capabilities and continuously simplifying our technology implementation
Keep abreast of product and platform roadmaps for Salesforce and other key vendors and continually introduce new ideas and capabilities to business leadership.

present

Chicago, IL

Digital Marketing, E-commerce & CRM, Director

Chicago, IL

Fritsch-Mitchell

present

Chicago, IL

Digital Marketing, E-commerce & CRM, Director

present

Develop and execute ideas for increasing visibility on Search Engines such as Google, Yahoo and Bing (Search Engine Optimization and Search Engine Marketing)
Develop and execute ideas for increasing the size, reach and effectiveness of email marketing
Manage website inventories and allocations
Execute email communications and marketing projects, including creative briefs
Oversee departmental tracking files : budget, new product worksheet, retailer statistics, email marketing calendar and database
Proficiency in Windows and Macintosh environments and in office management applications (Word, Excel, PowerPoint)
Manage CRM database

Education Education

Bachelor’s Degree in Computer Science

Quinnipiac University

Bachelor’s Degree in Computer Science

Skills Skills

Motivating and energizing a team of IT professionals to create and maintain a lean, agile systems shop.   
Experience building and leading a team of highly-skilled subject matter experts. 
Strong sense of urgency and relentless drive towards continuous improvement
Deep working knowledge of sales processes within distributed organizations
Demonstrated organizational development and personnel management skills appropriate to executive-level position in a large IT organization. 
Prioritizing within resource constraints to ensure the most impactful things get done
Project and program management, planning and organizational skills.  
Understanding intended business outcomes and ensuring that IT success is measured based upon achieving them
Experience in implementing, operating and continuously improving Salesforce.com within a large, distributed enterprise. 
Track record of working closely and successfully with Sales Operations teams to optimize business processes for selling.

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Director, Client Development & Crm-northern Resume Examples & Samples

Organize & facilitate twice yearly CRM team conferences for Client Relations Managers
Partner with Northern America Training to infuse clienteling activities in new & existing programs. Leverage Regional Training Managers to support clienteling program needs
Partner with Global Director and Director of Northern America Training to ensure Northern America documents are aligned and appropriate for local business needs and strategies
10+ years within a luxury environment of retail, hospitality, or CRM
Multi-channel experience (email, mail, digital, eCommerce) & retail clienteling
Successful track record of managing and influencing cross-functional teams including IT, Retail Sales, ecommerce, vendors/consultants and multiple global counterparts to develop, launch and scale new initiatives
Comfortable with customer data analysis and interpretation
Infectious energy for building innovative customer experiences and passion for nurturing long-term customer loyalty
Hands-on, “get-it-done”, results-driven mentality
Superb project management expertise including excellent multi-tasking, prioritization and organization skills
#LI-GW1
Retail sales experience in Luxury a plus

Senior Director, Enterprise CRM Services Resume Examples & Samples

Establish, implement, and manage multi-channel CRM technical solutions designed to meet business and customer requirements
Specifically understand and effectively communicate how to align Salesforce.com, Automated Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Voice Broadcasting, Predictive Dialers, Electronic Signature, Payment Processing and other relevant CRM solutions with BMI's overall strategy and business processes to achieve stated objectives
Take direction from the AVP of Product and Services Management while managing multiple team members and solutions to ensure internal and external CRM application objectives are met in a timely and accurate manner
Develop and implement team member protocols and training to achieve the highest possible levels of internal and external customer satisfaction
Develop and implement policies and procedures regarding CRM change control
Continually assess all inbound CRM application improvement requests / issues and identify, implement, and champion proactive solutions to create an environment of continuous improvement
Design CRM solutions to scale rapidly while being flexible to future changes
Regularly assess CRM applications and tools to identify and implement efficiencies and potential opportunities for improvement
Responsible for effective and consistent communications to ensure the entire organization is fully informed of all new information related to CRM solutions
Develop budgets, resource allocations, project plans, and deadlines
Monitor the progress and integration of multiple projects and provide status updates to appropriate parties
Conduct consistent and timely performance management, training, and career development discussions and activities
Provide strong direction, mentoring, and leadership to team members
Communicate, collaborate, and team with department and company personnel to uncover new CRM opportunities, make decisions, resolve issues, and ensure successful initiatives; Promote this behavior within the team
Perform other duties as assigned or required
May require occasional night and weekend work
Sitting, talking, hearing, walking
Clarity of vision at 20 inches B corrected or uncorrected
Five or more years of experience leading CRM technologies
Experience with ACD, IVR, CTI, call recording/scoring, voice broadcasting, and predictive dialers
Experience with Cognos or other data warehouse solutions a plus

Director, Luxury Division CRM Resume Examples & Samples

7 - 10 years in a direct to consumer CRM role
Related work experience which demonstrates an understanding of and skill in the confluence of brand management and direct-to-consumer marketing principles
Expert knowledge and skill with data, data management and statistics, particularly as it relates to CRM and consumer analytics
Demonstrated strength in communication and influencing skills; not only written and verbal, but also in the engagement of internal and external business partners
Ability to lead presentations and effectively analyze and translate data into actionable business plans
Highly collaborative across different stakeholders in a matrixed environment
Strong projection & forecasting skills
Open to new ideas and actively builds networks to achieve goals
Self motivated, results-oriented, strategic thinker
Strong computer skills necessary (All Microsoft Office programs) with heavy focus on PowerPoint
Experience working in “direct-to-consumer” environment is preferred, but not required
Experience developing or running a brand loyalty program is preferred, but not required
Account Database Expert: access, mine, synthesize and translate data
Collaborate with brand teams to understand the respective calendar and business objectives. Apply Account Data information and create actionable business plans,
Develop customer programs by brand across channels
Conduct meetings to facilitate the share of Customer Insights and the communication of plans/programs. Gain buy-in and approvals
Demonstrates Entrepreneurship – Takes initiative (i.e. demonstrates resourcefulness), focuses on customers, improves performance (i.e. improves work processes to save time and resources) and develops a vision. Considers consumers a company asset
Achieves Results with Integrity – Conveys energy, focuses on results, deliverables and follow-through (i.e. accelerates multiple tasks to meet deadlines) and acts with integrity

Director of Global CRM, Global E-commerce Resume Examples & Samples

Develop multi-channel marketing strategies (email, mobile, web, POS) for customer lifecycle, onboarding, growth, and retention programs
Provide subject matter expertise to local markets for global marketing automation tools
Partner with local CRM leads throughout the campaign process, providing direct support for developing the most efficient and effective workflows for automation
Communicate CRM activities and key takeaways internally to ensure coordination across channels and improve future campaigns
Foster a disciplined A/B testing approach and effective campaign measurement methodology, including design and management of control groups
Work closely with advanced analytics (data scientists) and marketing technology (infrastructure and data management) to improve direct marketing performance
Analyze response and behavioral data, deliver systematic reporting on CRM activities, and lead a global team charged with maximizing CRM performance
Understand and report on deliverability and make tactical and long-term decisions taking into account ISP, ESP and local market nuances in response behaviors
Conduct periodic quality control checks, ensuring that global creative conforms to industry best practices for deliverability and customer engagement. Optimize future campaigns with data-driven insights on customer interactions across channels
Uphold global and local data governance standards, and stay ahead of the curve on email and mobile best practices
Support marketing objectives to create a globally consistent brand experience across all channels
5-10 years digital marketing experience with demonstrated success delivering multi-channel campaigns
Power user of marketing automation tools, e.g. Adobe Campaign, Salesforce, Marketo, RedPoint
Experienced setting up complex, multi-trigger, multi-channel campaigns
Strong quantitative and statistics skills, data visualization and hands-on Tableau experience a plus, and working knowledge of HTML and SQL
Effective time management and ability to work for a global business spanning multiple time zones
Expert user of MS Office: Excel, Word, PowerPoint

Senior Director, Marketing & CRM Resume Examples & Samples

A minimum of 10 years of professional experience as a leader in a retail or branded environment
Proven experience in developing strategy and executing in timely and cost efficient manner
Previous experience managing a marketing budget
Previous experience leading digital initiatives such as SEM, SEO, Affiliate Marketing, Display Advertising and Social Media, and/or more traditional Marketing functions in PR, Events, Print, etc
Experience driving organizational culture that instills focus on customer satisfaction by continuously improving services, processes, systems, and collaborative capabilities
Multi-Channel retail experience a plus
Experience at a high SKU count eCommerce business
Experience working with CRM/Loyalty platforms
Tactical as well as strategic thinking ability
Excellent interpersonal skills, strong problem solving, decision making and customer service skills required

CRM Channel Marketing Director Resume Examples & Samples

Build a multi-year partner channel strategy and corresponding programs and plan that drives mutually agreed upon business results for Microsoft and partners
Lead and develop channel programs to transform and scale our channel ecosystem by understanding channel needs, market, and partnering across product planning teams and engineering
Collaborate with the partner sales and segment leads to ensure we are making strategic bets that generate long-term value for Microsoft and the Partners and ensure successful landing of programs in the field
Define joint product& technology alliance strategies with key ecosystem players to complete overall solution and lead partner co-marketing requirements (deliverables, programs, events, etc.) to improve Microsoft & partner joint investments
Build effective value proposition & messaging for the field, partners, press, and analysts, and develop content to address customer needs and land compelling business value and scenarios, and partner with technical product management to deliver the right technical guidance
Identify future partner capacity plans, new channel, and marketing engines, and resourcing models needed to deliver on product or geography strategy across multiple years, and Customer Engagement workloads
Responsible for direct engagement and relationship with strategic partners
Demonstrated 10+ years’ experience in technology related roles in areas directly relevant to the responsibilities described above
Channel and partner experience, tied directly to Business Applications (CRM and ERP)
Drives cross-team collaboration with diverse groups in a cross-functional organization. Handle conflicts & challenges in a diplomatic manner
Extraordinary problem-solving skills with the ability to achieve results despite ambiguity, and ability to think strategically about the channel, technology, and its business implications
Demonstrated understanding of the entire ecosystem value chain elements and corresponding tactics to transform the channel ecosystem
Experience and consistent track record in taking new and creative programs to market
A master’s degree is preferred but not required

Director Sales Productivity & CRM Resume Examples & Samples

Proactively identifies opportunities for sales process improvement. Works closely with sales management to inspect sales process quality and prioritize opportunities for improvement. Assists sales management in understanding process bottlenecks and inconsistencies. Facilitates an organization of continuous sales process and sales productivity improvement
Coordinate with Group Controllers to maintain high levels of accuracy, quality and consistency in organization’s planning and sales forecasting efforts
Lead regular status meetings and glean field input through regular steering committee meetings. Required to sell new ideas and processes internally to management and staff. Must effectively escalate issues to executive management
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
Identify, develop and institute sales and marketing process improvements with key business partners, and integrate into SFDC as appropriate
Conduct sales and related operational process reviews to identify and implement scalable productivity improvements
Develop and implement lead/prospecting strategies in collaboration with Marketing and Insights team to provide field sellers with qualified opportunities
Develop and implement change management and communication plans to drive field acceptance and adoption of sales processes, standards and SFDC, routinely & credibly interacting with field sellers and leadership to synthesize feedback that improves processes and tools, and drives field acceptance
Partner with leadership to implement and refine sales pipeline process and associated leadership inspection cadence, with an end-game of identifying and driving qualified deals to closure via appropriate engagement of USCP resources and leaders
Develop & implement a SFDC long-term strategy in alignment with USCP strategic plans, including standard expectations
Define and prioritize requirements for SFDC functionality to IT group in alignment with field needs and based on business priorities
Manage a team of direct and indirect reports in various Salesforce.com roles, with heavy focus on communication, development, and employee satisfaction to ensure high engagement

Senior Associate Director of Admissions & CRM Resume Examples & Samples

Represent the Marshall School of Business at recruiting events (both domestic and international) when necessary
Review applicant files, interview candidates, and recommend admission decisions
Utilize the online application system and other databases
Participate in initiatives designed to ensure competitive levels of diversity in the incoming class (women, underrepresented minority, LGBTQ…)
Assist in the coordination of yield events
A minimum of 2 years’ experience or an equivalent combination of education and experience is necessary
Excellent written, interpersonal and presentation skills
Demonstrated ability to engage, develop relationships with, and influence senior-level executives, alumni and prospective MBA students
Excellent judgment and the ability to excel in a fast-paced, service-oriented operation
Computer skills including proficiency with Microsoft Excel are required
Must be able to travel (domestically and internationally) for recruiting events such as information sessions or fairs
Must be able to work evenings and weekends when necessary

Director of Digital Marketing & Crm-intermix Resume Examples & Samples

Overall Digital Marketing & CRM Strategy & Team Management
Define overall vision and strategies for INTERMIX retention and acquisition marketing programs in the context of business objectives and evolving consumer and marketplace dynamics
Manage digital marketing budget holistically, working with an agency to understand marketing effectiveness by channel and optimizing spend across channels
Lead, inspire and develop the team
Cross-functional partnering to ensure efficient and effective delivery of key company marketing initiatives
Identify and execute strategies that optimize sales results and generate efficiencies in digital spend
Define key growth strategies for INTERMIX retention marketing across email, mobile and display retargeting marketing programs
Enhance INTERMIX’s marketing segmentation and personalization strategies across channels
Develop growth strategies for INTERMIX’s mobile marketing program
Capitalize on display and social retargeting programs, looking for ways further accelerate investment and growth
Oversee acquisition marketing strategies and goals across paid search, SEO and paid partners/affiliate channels
Help identify key opportunities for growth and ensure linkages to other key marketing channels to drive traffic and sales
8-10 years’ experience with at least 5 years managing a budget
5+ years of management experience
Subject matter expert in acquisition marketing
Extensive knowledge of digital marketing best practices, industry trends, and leading solution providers
Ability to thrive in a fast-paced and sometimes ambiguous environment

Director of CRM Resume Examples & Samples

Defining, communicating, and implementing the long term vision for WDG CRM - from strategy to channel evolution and execution to innovation, process and operational improvement, and the use of data, analytics, and measurement
Leading a strong team of CRM leaders and practitioners- aligning staff and budget to business priorities, ensuring completion of deliverables, and guiding the long term growth and morale of the CRM team
Leading the CRM team in the evolution to best-in-class lifecycle marketing - pivoting from event/launch based efforts to customer life stage, telemetry/behavior based marketing
Creating fans for Microsoft by generating engagement and advocacy through our CRM efforts. Ensuring our communications result in healthy customer relationships that are relevant, timely, respectful, and mutually profitable across all lines of business
Fostering and supporting a constant test, learn, innovate culture in all aspects of CRM - creative, targeting/segmentation, personalization, data, and best in class marketing technology
Partnering with the Consumer Data & Analytics Team leadership to develop and deploy advanced targeting, insights, and analytics in support of CRM efforts
Building strong relationships with Product Management, IMC, and other MARCOM teams to prioritize and define CRM programs that are fully integrated with business objectives and overall MARCOM activities
Partnering with Engineering and Product Management to influence product roadmaps, enabling in-product marketing capabilities and ensuring CRM principles are incorporated into product development (i.e., collection of telemetry data for targeting/analysis, ongoing enhancement of in-product targeting capabilities)
Educating internal partners, external partners, and Microsoft leadership on the principles, capabilities, and value of CRM
Be a CRM thought leader within WDG and as part of cross-Microsoft relationship marketing and fan building initiatives
Seasoned relationship marketing expert with 10-15 years of experience successfully managing centralized teams for global brands in the end to end execution of global campaigns and programs
Proven track record of leading a high performing team and developing people
Passion for understanding customer needs and delivering exceptional customer experiences
Comfortable dealing with ambiguity and able to influence at multiple levels in a highly matrixed organization
Successful strategy development and results in relationship marketing (i.e., driving engagement, usage, conversion, and advocacy)
Demonstrable experience in CRM channel evolution and innovation, most importantly, the necessary business and partnership skills to enable in-product CRM communications
Strong strategic thinking complemented with a bias for action. A successful candidate needs to be able to lead the team to define a vision, develop strategic, actionable and integrated plans that drive measurable impact, and execute successfully
Ability to think innovatively, influence executives and multiple and diverse partner teams to deliver on new ideas, implement new channels, and build end-to-end, customer-centric experiences
Expert understanding of analytics, including testing/segmentation
Demonstrated ability to use data to build and present business cases to leadership and internal partners
Ability to lead creative agencies to align on efficient resourcing and budget allocation while developing compelling messaging and creative
Consumer brand experience required. Commercial (B2B) experience a plus

Director, Global Growth CRM Resume Examples & Samples

Lead a cross-functional team & agencies to develop strong lifecycle marketing strategy/roadmap and campaign plans
Work closely with market research & analytics teams to understand consumer segmentation / behavior & identify consumer insights to leverage in lifecycle marketing (e.g. new eBay members, active users etc.)
Work closely with Experimentation on measurement frameworks, test design, planning, and analysis
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

Senior Director, Customer Data & CRM Resume Examples & Samples

Utilize understanding of SQL to more efficiently organize and manage data warehousing
Access sources including Google Analytics, Omniture, Google Ad Words, Kenshoo, Marin and DFA to create customized reports and data pulls
Utilize SQL Scripts, APIs, and Excel Macros to dynamically update reports
You must have 8+ years relevant Media or Analytics experience to be considered
Excellent verbal and written communication skills, with ability to convey and package technical findings in simple terms
Possesses understanding of digital planning and buying, with a focus on standard media metrics
Exposure to mobile, social, tablet measurement approaches as well as understanding of role of attribution and paths to conversions
Strong organizational skills, with the ability to aggregate information and data from multiple sources
Demonstrates understanding of digital tagging, tracking, QA, and maintenance
Expertise in SQL, manipulating large data tables and creating custom queries
Proficiency in Microsoft Excel and Powerpoint is required

Director Specialty Patient & Physician Experience CRM & Digital Resume Examples & Samples

Partner with the Specialty Call Center Operations organizations to implement an enhanced patient and physician experience and develop a call center digital strategy; including
O o Recommend and implement technology solutions to enable a superior patient and physician experience. Current technology focus areas include: Customer Relationship Management (CRM) tools via a Pega CRM toolset; including call center workflow and a patient centric design
Bachelor’s Degree Required; Master’s Degree Preferred
10-15 years of IT leadership, 1-2 years in the Specialty PBM industry strongly preferred
Proven track record of implementing industry-leading CRM solution strongly desired
Experience with Pega in a customer service environment is strongly desired
Experience leading a team leveraging agile development delivery methods; including, Scrum and Kanban
Strong ability to motivate employees, handle difficult employee relations issues and create a culture that supports high employee morale
Experience with strategic work planning and budgeting required
Demonstrated ability to manage toward budget and work plan goals
Excellent communication skills, including presentations and negotiations
Familiarity with Healthcare or Specialty Pharmacy / PBM industry very helpful
Leaders Lead and the Express Way

Director of CRM Operations Resume Examples & Samples

Bring to the table a thorough understanding of data-driven marketing technology architecture from the data warehouse to campaign management, cross-channel execution platforms, data reporting and analysis, as well as APIs, web services and functionality that drives personalized, trigger based campaigns
Work in partnership with Customer Marketing planning functions, as well as, broader marketing and product business groups to develop and implement end-to-end journey and lifecycle campaigns which includes campaign planning and design, target criteria selection, list management, campaign health monitoring and post campaign analysis
Build and operate a team responsible for the execution of CRM campaigns to active and inactive customers through multiple channels including, but not limited to, Email, SMS and Push
Manage CRM database initiatives to include data hygiene, structure, and brining in new sources of data. This team will work closely with our internal technology teams and act as a liaison between IT and CRM
Support broader marketing team with reporting set-up to help provide required data and analysis to read-out against campaigns, tests and channel level impact. Ensure reporting automation and accuracy, timeliness of reports available from directly managed CRM systems
Responsible for all CRM system related vendor relationships, ensuring we have required SLAs in place and highly valuable partnerships across the group. This also includes recommending, vetting and building out any new vendors requests to meet our evolving needs and visions for CRM
Take operational responsibility for the delivery of campaigns through 1:1 channels available on CRM communications platform. Including, but not limited to
8-9+ years of experience in CRM/database/direct marketing experience in a fast paced consumer environment. Preferably within an ecommerce business. Agency or client side welcome
Strong experience with enterprise CRM/Database/ESP platforms in an operational /executional capacity required
Experience with a major Email Service Provider or CRM platform is required. Preferably Responsys experience
Experience driving forward Omni-channel CRM strategy is a plus
Experience with Campaign Management solutions desired
Experience with start to finish planning, executing multi-channel direct marketing CRM programs and strong follow through responsibilities demonstrated
Experience managing a sizeable (3+) team is mandatory. Proven experience in setting up robust operations with clear visibility into throughput and SLA measurements
Must have experience identifying and outlining key campaign metrics and building campaign preforms/measurement plans-reports/marketing analytics. Must understand tagging and coding requirements for tracking against a cross-channel environment
Experience with A/B and more complex communication testing required
Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast paced environment
Bias toward action and strong sense of urgency without compromising executional excellence
Strong interpersonal skills that foster teamwork, build confidence and support for one's ideas
Strong communication and presentation skills with an ability to communicate both upwardly and cross functionally
A Bachelor’s degree required in Business, Marketing or Technology

Director, Digital Marketing & CRM Resume Examples & Samples

Direct all SEM, SEO, affiliates, display/retargeting, email, and lead generate/online referral programs, ensuring investments and efforts within each program drive the forecasted amount of qualified traffic, demand, and buyers for each program
Direct online referral marketing initiatives. Identify ways to optimize and fully utilize existing customer voice/user generated content efforts including BazaarVoice and affiliate relationships
Determine annual marketing investment required to meet or exceed file growth goals, traffic and demand goals and develop business case to support the annual investments
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
Ensure continual optimization of each program to drive results versus forecast on a weekly, monthly and annual basis. Oversee efforts to ensure optimal allocation of the weekly budget investments in each program
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
Increase lifetime value and reduce churn by engaging customers with the most targeted, relevant, and personalized content at each stage of the customer lifecycle
Perform customer analysis, segment customers into meaningful and actionable cohorts, conduct A/B and multivariate tests, establish reporting infrastructure, track and analyze performance, and communicate out results
Collaborate with Brand Marketing team to align on digital marketing initiatives to ensure a consistent, seamless customer experience, leveraging best practices
Successful track-record of developing marketing strategies, executing, measuring, and delivering on performance targets
Strong project management skills including: conceptualization, driving alignment, planning resources, managing deadlines and objectives, delivering analysis and recommendations
Highly analytical, data-driven and understands how to optimize email programs to deliver upon overall company goals and metrics
Strong understanding of consumer mindset, consumer empathy and a dedication to creating great consumer experiences
Takes ownership, problem solves and demonstrates a high level of accountability
Deep understanding of current digital landscape and anticipates future digital marketing programs
B.A., M.B.A. preferred
10 + years of Marketing experience in areas including email, CRM, loyalty/rewards, push, direct mail, customer segmentation, and promotions in a B2C environment

Account Director Grade.ii-crm Resume Examples & Samples

Nurture client relationship by being an effective communicator, proactive in understanding internal & external client needs, demonstrate forward thinking and consistently delivering assigned goals and objectives
Develop digital & CRM communication briefs in collaboration with cross-functional teams as required
Demonstrate & adhere to project management discipline in projects – delivery management, time plans, scoping, resource allocation
Liaison with partners & vendors as required for the delivery of CRM campaigns
Experience in planning & managing delivery of CRM / royalty based programs
Utilization of CRM tools
6-8 years of experience in CRM /digital marketing operations in CRM or retail or consumer durable industry

Director of Retention & CRM Resume Examples & Samples

Develop a new personalized offer roadmap for both tenured and new members across multi-channels including Direct Mail, Email, Online, POS, and in-club membership desk
Work with field teams and operations to champion retention efforts in-club, and work with IT partners on new customer facing retention capabilities
Manage the marketing and creative vision for retention marketing and promotional campaigns. Be able to produce direct marketing messaging that feels personalized and impactful
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
Champion the efforts to build out a robust promotional platform to provide the ultimate in personalized offers to our members
Directly lead a team of at least 2 managers and many internal and external cross-functional partners
Manage a multi-million dollar retention budget and oversee the business cases for new investments related to retention and CRM. Develop culture of testing discipline, research and data-driven decisions

CRM Consulting Director / Associate Director Resume Examples & Samples

Omni-channel CX consulting
Life-science CRM commercial and CRM process consulting
Cloud (SaaS and PaaS) strategy consulting
Business Process Improvement: Executive education and strategy workshops, productivity improvement reviews, business-process improvement roadmaps
Customer Experience Improvement: Customer-experience management reviews and roadmap, including SCRM strategy and consulting
CRM Roadmap and Strategy: Enterprise CRM process-blueprinting and roadmaps; multi-system, multi country integration and harmonization roadmaps; product and vendor selection
CRM Portal Improvement: CRM portal strategy and roadmap
Organizational Change Management: planning and execution
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
Proof of Concepts: Manage deployment risk through the deployment of Proofs of Concept to demonstrate that the technology solution delivers articulate business benefits
Cloud Optimization: Assessments, blueprints and roadmaps to optimize Cloud services, lowering Cost of Sales and service, increasing agility and delivering speed to market functionality
Mobility: Strategy definition and tactical roadmaps to help businesses respond to and manage successfully the increasing demands of the mobile consumer and worker
A strong and demonstrable customer focus is a pre-requisite
The ability to work in a fast paced, heavily matrixed and collaborative environment
Providing digital thought-leadership in the CX space for example by creating industry relevant collateral for focused industries
Typically from a software professional services or leading business consulting firm, ideally with previous “Big four” consulting experience
Proven ability to build successful client relationships at CxO levels including participation in advisory councils and the ability to influence key opinion leaders and senior stakeholders
Experience of framing and designing go-to-market offerings working with the leading industry partners
Trusted advisor in providing innovative solutions enabling our client’s digital agenda
A wide, general knowledge of the entire vendor landscape and relationships with key individuals while being strongly conversant with the leading vendors including Salesforce, Microsoft and Oracle
The ability to assemble and lead project teams while making a key contributions to the delivery of client work, articulating strategy and vision to client key stakeholders
Ideally from a delivery background with strong project/programme leadership skills

CRM Director ANZ Resume Examples & Samples

To define the overarching CRM strategy for L’Oréal ANZ
To liaise with the regional and global teams to align the local plans with the global business direction
To define and implement the loyalty roadmap for the luxury brands
Manage the Salesforce Marketing Cloud contract and implementation
Manage the external CRM agency
Manage a team of 4 direct and indirect reports
Educate the broader marketing teams on CRM

Salesforce CRM Director Resume Examples & Samples

Manage all aspects of SalesForce configuration and technical/functional capabilities, including all changes and potential system implications related to the major Salesforce release upgrades (currently scheduled 2-3 times a year) as well as regular internal SDLC process
Communicate regularly with the SalesForce Business Owner, IT systems leadership, CRM Steering Committee and other stakeholders to ensure functionality meets field needs and to develop ongoing project plan
Maintain familiarity with other IT system /business application capabilities and scope definition in order to make recommendations about potential upstream/downstream integration or functionality intersection points
Manage SalesForce Sys Admin and stakeholder support team and ensures high quality delivery
Serve as key liaison with IT technical resources in areas related to system support for areas such as wireless, Outlook integration, etc
Support Corporate Marketing’s use of SalesForce, including assisting Marketing to automate processes related to national marketing campaigns
Develop ad-hoc reports as requested by user groups or stakeholders, performs analysis on data as required
Maintain and communicate system metrics to track trends in usage and data quality
Bachelor's degree and a minimum 10 years related work experience
Skills and experience in the following areas
Advanced degree preferred (but not required) in Computer Science, Information Technology, Engineering and related discipline
Related professional designations/certifications are a plus
Advanced communication and interpersonal skills
Ability to interact and collaborate with other teams in the organization
User advocacy
Project management
Demonstrated ability to adapt to new environments, lead and drive change

Director Of CRM / VIP Resume Examples & Samples

Drive user acquisition on Facebook, iOS, Android, PC and more, and track total campaign performance
Identify important UA funnels, generate actionable insights and provide recommendations for improvement
Define and track relevant conversion metrics for online marketing campaigns
Growing a community of enthusiasts on social media sites like Facebook, Instagram, and other sites
Coordinating with vendors on collated improvements to company website via A/B testing, etc. and maintaining the same
Creating content for various online and offline channels, and further coordinating with vendors towards this goal
Support the app's CRM and player lifecycle managment
Evaluate and implement pricing strategies to maximize long-term player value
Collaborate with the BI/analytics team in reviewing perfrmance metrics and KPIs
Build cross- and up-sell marketing strategies

Director, Sales Force Automation & CRM Resume Examples & Samples

Understand top business priorities for Sales Operations leadership and ensure that the IT roadmap delivers against them
Ensure that intended business outcomes are achieved by the IT roadmap for SFA and CRM
Lead configure/buy/build decisions with a focus on minimizing development work, maximizing use of native platform capabilities and continuously simplifying our technology implementation
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. 
Develop a repeatable decision-making and prioritization framework that is based on data and facts
Maximize efficiency and velocity of our SFA and CRM implementation and support processes and continuously look for ways to drive cost out of our global operations processes
Build and lead a lean team of skilled professionals with skills, subject matter expertise and experience that meets iHeartMedia needs. 
Collaborate with peers and teams across iHeartMedia IT to ensure high levels of alignment, simplicity and operational discipline. 
Establish a high-speed, lightweight implementation lifecycle that maximizes throughput and time to market for changes on the platform
Maximize self-service for the Sales Operations team wherever possible
Automate everything that can be automated in the implementation lifecycle
Establish and maintain a team culture of data-driven decision-making, continuous improvement and operational discipline
Keep abreast of product and platform roadmaps for Salesforce and other key vendors and continually introduce new ideas and capabilities to business leadership. 
Keep track of innovation and technology trends in relevant industries and also of leading and emerging vendors. 
Motivating and energizing a team of IT professionals to create and maintain a lean, agile systems shop.   
Collaborating with peers across the business to ensure alignment of IT activities with highest-priority business goals. 
Understanding intended business outcomes and ensuring that IT success is measured based upon achieving them
Prioritizing within resource constraints to ensure the most impactful things get done
Demonstrated organizational development and personnel management skills appropriate to executive-level position in a large IT organization. 
Strong sense of urgency and relentless drive towards continuous improvement
Project and program management, planning and organizational skills.  
Deep working knowledge of sales processes within distributed organizations
Experience in implementing, operating and continuously improving Salesforce.com within a large, distributed enterprise. 
Track record of working closely and successfully with Sales Operations teams to optimize business processes for selling. 
Experience in developing executive-level relationships within the business teams and leveraging these relationships to ensure success. 
Extensive experience with CRM technologies
Experience in developing and managing supplier relationships.  
Experience building and leading a team of highly-skilled subject matter experts.

Crm-account Director Resume Examples & Samples

Client Relationship Management
Project scoping and estimating
Bachelor's degree in Computer Science, Software Engineering, MIS, Business or equivalent combination of education and experience; MBA preferred
Proven relationship and program management skills with experience growing and developing a strong, trusted-advisor relationship with customers; extensive and proven client management skills preferred
15+ years with delivery of consulting services or equivalent preferred
Confident and thoughtful personality with the ability to adapt styles to multiple types of clients
Ability to lead program teams and enhance morale
Superior time management and prioritization skills with the proven ability to multi-task with the management of 8 to 10 client relationships at a time
Located and able to work in the U.S. and able to travel up to 50%
Technical acumen to support teams and to advise clients in a technical environment
Driven by customer success, with a team player attitude
Strong knowledge and understanding of the SaaS ecosystem
Proven ability to read client context, follow client engagement guidelines, and navigate organizational sensitivities to consistently look for new solutions
Ability to cross sell solutions across customer departments, building upon existing account relationships

Director of CRM / Sales IT Systems Resume Examples & Samples

10+ years’ experience in CRM, Call Center, and Sales Systems with related analysis and reporting SAP implementation experience in CRM/Sales/Call Center area strongly preferred)
Bachelor's degree in IT and MBA preferred
Strong organizational skills, with proven experience prioritizing work and coordinating several pro-jects at one time
Soft skills to include: proactive, future-thinking, strategic, accountable, collaborative, manages ambiguity, strong planning & prioritization experience
Ability to effectively interface with technical (IT) groups as well as business teams, both in person and remotely Experience recruiting, managing, inspiring, and developing a high performing and talented team
Provide executive-level consultation and thought leadership. Demonstrated skills in fact-based analysis, presentation, and interpersonal interaction. Intellectual curiosity and passion for problem-solving
High energy, ability to prioritize and has a desire to work in a results-oriented, fast growth

Director Direct Marketing & CRM Resume Examples & Samples

Experience: Minimum of seven (7) years of relavent Healthcare, Healthcare Provider, Insurer or relevant consumer product direct marketing experience and a minimum of three (3) years of leadership experience
Education: Master's degree or a combination of education and/or additional job related experience in lieu of the degree
Licensure: None specified
Special Skills: Database marketing, consumer segmentation, A/B and multivariate testing, data analytics
Training: None specified

Director, Loyalty & CRM Resume Examples & Samples

Develop strategies and recommendations for the Rewards program, including management of the customer lifecycle, customer segments, and integrated, multi-channel customer strategies
Lead annual and seasonal customer marketing planning as an integral component of the broader marketing and business planning process to ensure integrated strategies, continuous innovation, and profitable business growth
Identify, test, implement, and govern the optimum segmentation and contact strategy to maximize retention, increase sales, improve profitability, and enhance customer lifetime value
Partner with Marketing Analytics & Customer Insights teams to develop test & learn campaigns, define objectives, identify data needs, and understand insights to continue improving the customer experience and generate new sales drivers
Clearly communicate customer strategies and results to senior leadership and cross-functional stakeholders
Manage and optimize the annual budget
Lead the team, internal partners, and vendor relations to ensure programs are executed consistently, accurately, on-time, and on-budget
Develop and continuously refine capabilities, processes, and tools needed to support the long-term strategy
Serve as a core business expert on large cross-functional initiatives/projects; participate in strategic planning and design sessions, understand overall business implications, and represent loyalty & CRM needs for all requirements, insights, and recommendations
Experience in managing customer-driven experiences, strategies, and programs from concept through implementation and optimizing thereafter
Innovative thinker with ability to synthesize data and blend with intuition and experience
Detail-oriented with strong organizational and project management skills
Excellent verbal and written communication skills with the ability to influence at the leadership level and with cross-functional partners
Understanding of key metrics, financial analysis, ROI, etc
Advanced understanding of the balance between business and customer needs
7+ years of experience managing integrating loyalty and CRM strategies and programs driven by customer data, business insights, and superior customer experiences
Solid experience in end-to-end oversight of marketing strategies and execution, including annual/seasonal marketing planning, budget management, tactical execution, vendor management, quantitative and qualitative hindsight, CRM tools and operational processes
5+ years of experience leading, managing, and developing internal talent

Director of CRM Operations Resume Examples & Samples

Accountable for the rationalization and management of all CRM, marketing automation & data requirements needed to deliver our digital customer growth goals
Utilize best practices to develop cross-channel customer journeys, set-up rules based creative messaging, develop and monitor testing scenarios and regularly surface business analytics and insights to the business. This includes implementing lifecycle strategies, marketing automation, user segmentation/scoring and leveraging dynamic/triggered messaging to optimize customer responsiveness
Responsible for all CRM related vendor relationships including ensuring we have required SLAs in place and highly valuable partnerships across the group. This also includes recommending, vetting and building out any new vendor requests to meet our evolving needs and visions for CRM
Take operational responsibility for the delivery of campaigns through 1:1 channels. Initially through managed services via vendors, with the expectation to evolve to a self-service model
Partner with leadership to define the vision and solicit support to expand CRM strategy in line with business growth goals
8-9+ years of experience in CRM / direct marketing experience in a fast-paced consumer environment. Preferably within a digital based subscription business. Agency or client side welcome
Strong experience with enterprise CRM / customer databases / ESP platforms in an operational and executional capacity required
Experience with a campaign management and outbound channel fulfilment solutions required
Proven experience in multi-vendor management is required
Experience with multivariate, A / B and more complex communication testing strategies required
Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment

Digital Marketing, E-commerce & CRM, Director Resume Examples & Samples

Work with French Digital Marketing & CRM teams, US marketing, creative, finance and fulfillment teams to ensure punctual deliverables
Liaise with Creative and Operational Department for execution of projects and logistical operations
Supervise all online marketing activities (including digital media buy) and all social media platforms
Develop and update the website mugler.com on an on-going basis
Manage website inventories and allocations
Oversee departmental tracking files : budget, new product worksheet, retailer statistics, email marketing calendar and database
Launch and maintain online promotional animations
Execute email communications and marketing projects, including creative briefs
Review main KPIs, web site traffic, sales figures and registration volume to quantify business and identify trends and opportunities
Contribute to development and execution of new ideas and conceptsto grow online business and sales for all CFG brands
Develop and execute ideas for increasing the size, reach and effectiveness of email marketing
Foster new initiatives and concepts about using electronic mediums to digitally build customer relationships and increase sales
Develop and execute ideas for increasing visibility on Search Engines such as Google, Yahoo and Bing (Search Engine Optimization and Search Engine Marketing)
Supervision of online brand representation(website updates, emails, data)
Spearhead and implement digital media
Approval of designs, ads, copy and marketing collateral
Maintain Vendor and retailer Relationship
Optimize existing processes for online and CRM activities
Conceptualize CRM mailing activities to the MUGLER Circle members
Elevate the brand with loyal MUGLER Circle members via development of projects
Manage CRM database
Supervise CRM Coordinator and Digital Marketing Associate Manager

CRM Director Resume Examples & Samples

Directs and implements the formulation of commercial e-enabled sales effectiveness strategies and tactical execution including the strategic vision, roadmap, technical requirements, analytics and business processes
Directs the implementation and field/commercial team adoption in sales and opportunity management, marketing campaigns, marketing collaterals, product information, and sales results to deliver a comprehensive CRM platform comprising various tools, technologies and systems
Operates as subject matter expert providing deep technical and business expertise
Develops and maintains CRM technical expertise and key contacts with CRM industry by attending CRM meetings, presentation and seminars while gathering industry best practices for medical device organizations
Identifies and remediates issues and risks regarding CRM platforms. Ensures corrective actions are completed and effective
Directs the development of training programs and materials, and communication plans on the effective use of CRM capabilities, tools, reports, etc. Ensures information and activities drive desired outcomes, behaviors and results
Defines & drives end user adoption for the Americas organization. Prepares annual, quarterly, monthly management dashboards and metrics. Analyzes results and recommends corrective actions. Reports on results and corrective actions to Sr. Mgmt. and ISC committee
Develops and manages CRM operating budget (approx.. $10M), investments (e.g. capital spend) and project spend (e.g. consultant spend) for CRM platforms. Determines and tracks ROI for investments. Conducts financial and operational reviews with Sr. Management as required
Defines & directs work with external suppliers and business partners. Ensures successful project implementation including meeting project milestones, technical knowledge transfer, and internal project resources
Partners closely with IT organization to develop and execute an application management strategy to balance business needs with IT support, services, infrastructure, security applications and vendor relations
Recruits, develops, coaches and retains a highly qualified, trained staff to meet departmental and business requirements
Coordinates and promotes CRM programs and evaluates overall effectiveness
Strong working knowledge of channel strategy/alignment; sales performance management & incentives, sales tools enablement and sales analytics/insights
In-depth knowledge of CRM and related technologies (e.g. SFDC, SAP Hybris), including systems and software evaluation, implementation, administration, knowledge transfer and user acceptance
Working knowledge of how to deploy, manage and leverage CRM applications for commercial success
Strong ability to adapt quickly to changing organizational needs and business strategies
Results driven leader who has proven track record of designing strategy and then driving action to fulfill such strategy
Proven track record of effective behavioral change management skills
Excellent relationship skills: Ability to work vertically and across organizations
Strong analytical, problem solving and project management skills
Highly creative and organized; balancing idea generation with action plans to bring ideas to life
Good working knowledge of the application and principles of enabling technologies for CRM / sales effectiveness
Other KSAs include: Customer Focus (internal & external), organizational savvy, People leadership & management, results driven, communication skills
Experience working with and influencing global organizations / teams to deliver universal solutions while meeting local needs
10+ years in sale force effectiveness, CRM platforms and/or comparable systems
Bachelors in computer science, business management, informatics, business operations or related field
Master’s Degree in Business Administration, Computer Science, or Information Systems preferred

Director of Product, CRM Resume Examples & Samples

Develop and drive execution of a multi-year execution strategy
Lead and develop a team of product owners
Deliver creation of requirements and specifications for both existing and new products
Work closely with the engineering and functional leads and other stakeholders to build and maintain the product functionality backlog
Create and document user stories for implementation
Ensure that the Product Backlog is constantly prioritized to ensure the delivery of features with the maximum business value
Participate in team planning meetings and provide continuous advice, clarification and guidance during the execution of each Sprint
Inspect, accept or reject completed work from the development Sprint
Demonstrate completed product functionality to the internal stakeholders at the completion of each Sprint
Deep experience in user-centered design methods, including user research and synthesis, exploration, storytelling, detailed design, user testing and prototyping
Be a visible leader within development, documentation, and testing
Manage the whole product delivery to ensure an on-target, high quality, and timely release
Work with customers, support, and other outside influencers to ensure a well-rounded understanding of product needs is being properly considered within the product backlog
Work with Portfolio Management and other internal groups to ensure the product functionality and delivery window is aligned with the overall corporate strategies and goals
Understand Portfolio management within an Agile delivery model
Maintain in-depth knowledge of Solution offerings, components and support for business model development
Bachelor’s degree in Computer Science or related field. MBA or Masters Preferred
10+ years’ experience with implementing processes and/or software applications for portfolio management
At least 5+ years as a Product Owner working in an Agile Environment
Contact Center technology experience
Demonstrable proficiency in product requirements and product leadership
Direct experience with case management/service cloud vendors, including Oracle, Salesforce, Zendesk and/or Microsoft
Knowledge of common customer marketing analytics including customer segmentation, offer optimization, propensity modeling
Strong time management skills and project management skills. PMP preferred
Excellent communication and professional skills with the ability to present to large audiences
Background in a product development discipline & analytics

Vans-director Loyalty & CRM Resume Examples & Samples

BA or BS degree in Marketing, Business, Retail Merchandising, and 5+ years relevant and progressive experience
Strong understanding of consumer insights, retail and digital experience, merchandising and sales
10+ years of progressive experience in quantitative marketing disciplines, including at least 5 years in a relevant leadership position
Experience must include a combination of CRM/Database, Marketing, and Market Analysis, and a blend of proven strategic and tactical capabilities
Multi-channel retail industry experience is strongly preferred
Experience in influencing a diverse and creative group of individuals and leading change
Must have a track record in establishing procedures, implementing processes and executing initiatives
Strong strategic thinking, problem-solving, and analytical skills with the ability to turn findings into actionable recommendations, and plans are critical
Strong mathematical aptitude and quantitative skills
In-depth knowledge of best practices, tools, and methodologies for customer marketing insights and analytics
Ability to work professionally with flexibility in handling multiple priorities in a fast-paced environment
Demonstrate a proven effective formula for managing complex projects as well as be able to show how projects are managed and how results are communicated
Active listening skills and ability to synthesize and interpret information and respond appropriately
Strong interpersonal and communication skills to engage and influence
Team player and collaborative style to build relationships cross-functionally and at all levels of the organization

CRM Sales Director Resume Examples & Samples

Minimum of 5 years proven sales experience in food, agriculture or OTC sales industries
Strong presentation skills and persuasiveness
Team player and customer oriented
Strong business acumen and ability to build relationships with multiple levels within an organization
Strong math skills, problem solving skills & attention to detail
Bachelor’s Degree in Business, Finance, or Related Field
Familiarity with options and OTC deriviatives
Display leadership and high level of professionalism with external & internal customers
Working knowledge of Excel and PowerPoint

Director of CRM & Loyalty Resume Examples & Samples

Owns and drives our CRM activation and optimization strategies
Owns and drives our loyalty program and related strategies to grow this program, including refining program structure and improving program ROI
Grows our email and new-to-file consumer databases through aggressive best practices in data acquisition, list hygiene and attrition prevention tactics
Increases the Life Time Value (LTV) of our consumer base by creating profitable marketing initiatives while increasing the frequency and spend of consumer shopping patterns by segment
Grows our loyalty program, developing a sophisticated rewards and messaging plan that drives up LTV and promotes brand advocacy across channels
Provides insight into performance of different customer groups – online only, multi-channel, multi-brand, single category, multi-category, top spenders, etc
Performs post promotion/event incremental sales analysis/ROI and makes key recommendations
Produces customer lifecycle analysis reports showing cohort segments as well as key purchase and retention timeframes
Owns the print-direct marketing budget and delivers against ROI, new-to-file and retention goals, including customer database, strategy, messaging calendar and execution and analysis
Works closely with marketing team to develop tactics to specifically drive traffic and conversion
Develops customer targeting and segmentation profiles, building comprehensive segments that drive recency, frequency, monetary and affinity tactics
Ensures that all direct marketing communications adhere to corporate brand and messaging guidelines and work to strengthen core brand values
7+ years of successful, diverse and progressive retail ecommerce/online marketing experience
Minimum 5 years of direct CRM experience, managing and executing email programs for consumer products
Requires a Bachelor’s degree or equivalent
Experience in conceptualizing and implementing marketing plans
Strong database/project management experience
Strong Excel and data modeling skills

Director of CRM Resume Examples & Samples

7+ years’ experience leading customer retention efforts
3+ years’ experience managing email and/or mobile app push notification program/campaigns
2+ year experience with advanced data visualization and Google 360 Suite
Strong communications skills, including the ability to distill and relay data to a variety of audiences, including senior executives
Understanding of optimization processes (e.g. A/B testing) and experimental design (e.g. identifying the variables, treatment structures, etc)
Deep understanding of data structures, data ingestion/publishing methods, and consumption tracking techniques
Experience working in corporate setting while having comfort with startup-like environment – experiment, fail fast, discern and share intelligence
Statistical background including model building experience a significant plus
Experience with loyalty/rewards clubs a significant plus
Experience with digital and social media buying a plus