Senior Director, Customer Relationship Management and Customer Lifecycle Marketi
Spectrum, South End, Connecticut, United States
Overview
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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. 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 everyday. 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 opportunities to enhance customer experience.
Establishing processes and roadmaps 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 ever-evolving 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)
Spectrum is an Equal Opportunity Employer. The company complies with applicable laws and regulations related to employment eligibility. The content above is intended for job description purposes only and does not modify any existing policies.
Get to Know Us: Spectrum is a brand of Charter Communications. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
#J-18808-Ljbffr
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. 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 everyday. 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 opportunities to enhance customer experience.
Establishing processes and roadmaps 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 ever-evolving 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)
Spectrum is an Equal Opportunity Employer. The company complies with applicable laws and regulations related to employment eligibility. The content above is intended for job description purposes only and does not modify any existing policies.
Get to Know Us: Spectrum is a brand of Charter Communications. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
#J-18808-Ljbffr