Senior Director, Customer Relationship Management and Customer Lifecycle Marketing
Are you a highly organized and self-motivated leader with a passion for customer experience? Do you have strong creative and strategic thinking skills? If so, you could excel as a Senior Director, CRM & Customer Lifecycle Marketing at Spectrum.
At Spectrum, we keep nearly 32 million customers connected across our 41 state footprint. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet®, TV, Mobile and Voice. Our Senior Director, CRM and Customer Lifecycle Marketing plays an essential role in creating and leading strategic and data driven customer campaigns and programs to positively impact growth, providing vision and strategy for their team, as well as partner organizations to work toward a best in class experience.
This role also plays a critical part in shaping Spectrum’s next generation CRM marketing processes by centering the voice of the customer and translating customer experience strategy into activation via journey orchestration, experience design, personalization, process design, and articulating user stories as well as technical platform and capability requirements.
BE PART OF THE CONNECTION
As a Senior Director, CRM & Customer Lifecycle Marketing, you will develop and execute CRM strategies to optimize customer engagement, loyalty and retention. You will lead a team in designing and implementing lifecycle programs across multiple channels to improve the overall customer experience while working with product, research and other partner teams to understand and develop customer journeys by segment. You will also partner closely with Martech, Product, IT and Engineering teams to ensure customer experience strategy is enabled through Spectrum’s evolving CRM marketing ecosystem.
The ideal candidate is a strategic thinker and a change agent with deep understanding of CRM principles, data analysis and insights, signal assessment/activation and customer segmentation.
You’ll work on a high-performing, collaborative team that supports one another each and every day. You should be results-oriented, innovative, and passionate about delivering personalized experiences that build long-term customer relationships. It’s a career that develops as you do, with opportunities to grow.
WHAT OUR SENIOR DIRECTOR, CRM
& CUSTOMER LIFECYCLE MARKETING ENJOYS MOST
- Establishing an insight driven approach to inform and build overall engagement and lifecycle strategy, implementing agile test/learn processes across channels to optimize performance and define future state CRM journeys.
- Driving innovative programs to improve onboarding, engagement and loyalty while maximizing brand impact and supporting customer retention, including interim CRM campaigns during platform transformation.
- Identifying, building, testing & deploying desired customer journeys and identify opportunities to enhance customer experience
- Establishing process and roadmap to build a culture of experimentation, journey orchestration and personalization at scale, ensuring adoption of new channels and capabilities
- Shaping insights-driven storytelling to influence partners and leadership
- Directing marketing programs across digital media platforms, partnering with cross functional teams to ensure continuity and alignment.
- Leveraging strong relationships with internal and external stakeholders to establish sound processes.
- Partnering with cross channel leads to create a holistic plan.
Budgeting and forecasting management, maximizing spend and ROI to achieve goals. - Partnering with Martech, Product, and Engineering to define user stories, CRM platform requirements, support proof of concepts, and align on capabilities for Spectrum’s evolving CRM marketing platform.
You’ll actively and consistently support all efforts to simplify and enhance the customer experience by leading strategy, overseeing the planning and optimization of campaigns, and building strong, collaborative relationships. You must be resourceful, eager to learn and able to adapt to an eve revolving work environment and industry. If you’re up to the challenge, you’ll find a rewarding and fulfilling career at Spectrum.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Experience:
- Marketing Experience 10+ years. Leadership experience 8 years.
Education:
- Bachelor’s degree (B.A.) from four year College or University
Technical Skills:
- Experience managing outsourced agencies, vendors and distributed teams. Customer experience background.
- Experience with CRM marketing platforms (e.g., Braze, Salesforce Marketing Cloud, Adobe Campaign, Pega, or similar).
- Familiarity with translating marketing requirements into user stories, epics, martech and data capabilities supporting personalized, multichannel customer journeys.
Skills:
- Strong presentation and interpersonal skills
- Creative and strategic thinking skills
- Highly organized
- Self-motivated
- Leadership skills
- Product experience and key project management
- Highly developed capacity for teamwork and a strong focus on the customer
Abilities:
- Can read, write, speak and understand English
- Can work with all levels of cross functional teams, fostering collaboration among peers and direct reports while achieving business objectives
- Can anticipate and adapt to changing competitive landscapes.
- Can make decisions and resolve problems while working under pressure
- Can work independently
- Can work with a sense of urgency
- Ability to translate customer experience vision into CRM platform capabilities and cross functional requirements
- Ability to collaborate with Martech and technical teams to define business requirements, sequencing, and feature readiness for CRM and personalization capabilities
Working Conditions:
- Full time
- Office environment
- Travel ability: 10% travel
- This position is eligible to work in a hybrid work model (combination of in-office and remote days)
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
