Senior Director, Relationship Marketing

November 8

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California Closets

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5001 - 10000

Description

• The Sr. Director Relationship Marketing (CRM) is responsible for developing a modern vision for how California Closets will drive growth through customer engagement, retention, and lifetime value. • Balancing the national goals of the business with the local goals of our operators, the Sr. Director will define and execute our approach to segmentation, experimentation, and lifecycle marketing for our email and direct mail channels. • This is a key leadership role that will create meaningful and inspirational connections along the customer journey by harnessing the combination of qualitative insights, customer data, analytics, content, and marketing technology. • Build and manage an innovative, best-in-class CRM Strategy to propel growth and loyalty with current, past, and future customers throughout their lifecycles. • Develop a deep understanding of the California Closets customer journey and uncover the high impact moments we need to focus on to support growth. • Ensure insights are actionable and leveraged by collaborating closely with members of the growth marketing team and cross-functional partners. • Drive to critical customer-centric KPIs that this role will help define and champion. • Architect learning agendas and test plans to strengthen channel performance, driving incremental revenue and lead conversions. • Champion and support improved collection and management of customer data (0P, 1P, 2P, 3P) to have more personalized conversations with our customers. • Create processes to identify, build, and manage audiences with a focus on automation. • Develop campaigns in close partnership with Brand Strategy and Partnerships Team through results-driven briefs that accelerate performance while amplifying messages that differentiate the Brand through its expertise and design leadership. • Manage the CRM budget. • Support a team culture that upholds the values of California Closets and is worthy of a Brand of Belonging.

Requirements

• 15+ years of experience building and leading CRM strategy and driving measurable program growth • Deep channel experience in email and direct mail • Skilled at uncovering and interpreting customer and business insights through analytics • Proven competency for telling simple stories from complex data • Experience with technology partnerships inclusive of ESPs, CRM and Database platforms, deliverability consultants, automation and prospecting partners. Salesforce and Salesforce Marketing Cloud experience a plus • Demonstrated ability to assess MarTech opportunities and to enable those partnerships in collaboration with technology and product teams • Strong written and oral communication skills that flex across a range of stakeholders from cross-functional partners, installers, designers, senior leaders, and operators • Demonstrated experience managing the complexity of campaign strategy, testing, and reporting across scores of geographic regions and customer segments • Servant leader mentality required