Director, CRM Programs and Operations

The Director, CRM Programs is responsible for defining and championing the CRM strategy and vision for all our brands. This role requires a seasoned leader who can inspire teams, drive significant business growth through strategic innovation, and collaborate effectively with executive stakeholders. The leader plays a critical role in shaping the overall success of our mission to develop lifelong relationships with our customers.

• Define and champion the overall customer strategy, lifecycle strategies, and CRM vision for assigned business domains, ensuring alignment with overall business objectives and market opportunities
• Lead, mentor, and manage a team of CRM Program team members and managers, fostering a high-performance culture and developing talent
• Drive strategic planning and collaboration with cross-functional partners, including Product Management, Engineering, Analytics, and Marketing, to ensure a cohesive customer experience
• Oversee the end-to-end delivery of major CRM initiatives, ensuring effective execution from ideation through launch and iteration
• Establish clear and measurable Key Performance Indicators (KPIs) that track the success of CRM efforts within the domain and inform strategic decisions, focusing on outcomes like customer lifetime value and retention
• Lead executive-level meetings and conversations, effectively communicating CRM strategy, progress, and insights
• Work autonomously to define and prioritize program journeys and initiatives across the domain
• Champion a data-driven and customer-centric approach to CRM, ensuring all efforts meet customer needs and achieve business goals by leveraging quantitative data analysis to find insights
• Identify and evaluate strategic partnerships and manage key vendor relationships

• Expertise in CRM best practices, strategic frameworks, and portfolio management
• Proven ability to define and execute successful CRM strategies that drive business growth and customer value in a complex domain
• Strong people leadership skills with experience building, mentoring, and managing high-performing teams
• Exceptional strategic thinking, problem-solving, and data analysis capabilities for data-driven decision-making
• Exceptional communication and collaboration skills, including the ability to articulate a clear vision and influence senior executives and diverse stakeholders to achieve buy-in
• Deep understanding of how marketing technology aligns with and enables CRM strategy
• Strong business acumen and a deep understanding of the customer relationship model
• Proven experience with budget management, resource planning, and strategic hiring
• The ability to define and drive the personalization strategy for a business domain

• 12+ years of progressive experience in CRM Strategy, Marketing Strategy, Customer Experience, or Consumer Insights
• 5+ years of experience in a management role, with a proven track record of leading and developing teams and/or other managers
• Master's degree (or equivalent practical experience)
• Proven track record of successfully leading and delivering large-scale, complex CRM initiatives