DIRECTOR CUSTOMER ENGAGEMENT
Seminole Hard Rock Support Services, Headquarters, KY, United States
Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our full list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits.
Job Description The Customer Engagement Director is the Marketing owner for CRM platforms (Salesforce and Acoustic Campaign) and manages campaign operations on behalf of multiple lines of business. Responsibilities include end-to-end campaign management from brief through creative, coding, testing, launch and post-launch reporting.
The Customer Engagement Director will collaborate with stakeholders to define and implement the company’s overall customer experience strategy, including web, mobile, CRM, SMS, push messaging, email, and more to provide solutions based on consumer insight and data. He/she will partner with various teams within the Seminole Hard Rock Support Services enterprise to develop next gen CRM strategy, capabilities and processes to deliver personalized, customer-centric marketing campaigns across multiple digital channels and touchpoints.
The ideal candidate for this role is a proven data-driven, creative, strategic thinker who is able to launch projects on time and error-free. He/she has an excellent grasp of complex Marketing systems, effective documentation skills, and demonstrable digital marketing technology project / program management expertise. Significant experience in email and mobile push campaign segmentation and creative development is a must, as well as familiarity with database marketing and customer lifecycle management. This individual will thrive in a fast-paced, highly collaborative environment and is able to effectively partner with IT.
What We Offer
Paid Weekly
Competitive Health Plans
Training and Development
Tuition Reimbursement
Team Member Discounts
Much More!
Responsibilities & Qualifications
Manage a small team to launch email and mobile push campaigns via Salesforce Marketing Cloud, Acoustic Campaign and other ancillary platforms
Implement complex automated campaigns in collaboration with agencies and internal partners
Visualize the entire customer journey to develop a comprehensive Email engagement strategy for each line of business to drive conversion, alleviate friction and create a positive experience
Work collaboratively to develop a customer experience strategy that unites and streamlines business processes and enhances team member productivity through effective approaches to system integration and data quality
Champion and advocate for customer-centric marketing and CRM tools that enable world-class cross-functional collaboration and data-insights, a single view of the customer from prospect to customer service, and process productivity to drive business goals
Negotiate business terms with service providers and ensure invoices are paid in a timely fashion
Identify opportunities to improve marketing processes, including opportunities to automate, and launch those projects
Use insights to design new messaging/tactics and optimize existing messaging/tactics throughout the customer journey, including creative, segmentation, cadence, frequency, testing and automation
Educate partners about trends in the CRM space, including thought leadership, ecosystem providers and technology changes that impact strategy
Lead User Acceptance Testing for CRM functionality
Assist in the project definition, strategy creation, and accountability of key marketing projects
Work with key stakeholders to document and validate business objectives and requirements
Manage prioritized project scope and changes, ensuring solutions are standardized, globally scalable, and flexible
Communicate proactively with lines of business and champion Email projects on their behalf
Work with Data Security team to ensure compliance with local and global regulations
Responsible to and consistently meets the needs of internal clients. Delivers projects and assignments on time.
Provide reporting regarding project milestones, deliverable, dependencies, risks and issues
Translate, communicate, and prioritize business requests to our development team
Manage all aspects of email delivery including platform management, creative review / approval, list creation, deployment and analysis
Partner with stakeholders, internal users, customers and development team to gather feedback on the marketing platforms to be used for continuous improvement efforts
Hire, develop, manage and inspire the marketing engagement team, including cross-functional teams.
Acts as a role model and coach while developing employees at all levels using consistent approachable demeanor and clearly articulating objectives.
Develop and conduct regular training sessions for employees and new hires.
Build and execute campaigns and reporting as needed.
Perform other job-related functions as assigned
Bachelor’s degree in Accounting, Business Administration, Finance or Marketing preferred
10+ years of marketing automation and CRM management experience
Strong understanding of integrated marketing communications (including but not limited to email, SMS, in app messaging, push messaging, direct mail, loyalty programs)
Strong understanding of integrated marketing platforms and how to use them (including but not limited to email, SMS, in app messaging, push messaging, direct mail, loyalty programs)
Strong communication and team leadership skills
Experience implementing and utilizing an Enterprise-grade CRM Platform
Experience with Salesforce Marketing Cloud or Acoustic
Experience managing teams to develop creative, build HTML, develop APIs, segment lists and test functionality
Project management skills to prioritize and drive initiatives forward
Requirements gathering methodology and experience with Agile processes (preferred)
Experience with analytics tools
Dynamic confident personality with ability to successfully drive projects with minimal guidance Ability to multi-task with critical deadlines, work successfully with teams, and work under pressure
#J-18808-Ljbffr
Job Description The Customer Engagement Director is the Marketing owner for CRM platforms (Salesforce and Acoustic Campaign) and manages campaign operations on behalf of multiple lines of business. Responsibilities include end-to-end campaign management from brief through creative, coding, testing, launch and post-launch reporting.
The Customer Engagement Director will collaborate with stakeholders to define and implement the company’s overall customer experience strategy, including web, mobile, CRM, SMS, push messaging, email, and more to provide solutions based on consumer insight and data. He/she will partner with various teams within the Seminole Hard Rock Support Services enterprise to develop next gen CRM strategy, capabilities and processes to deliver personalized, customer-centric marketing campaigns across multiple digital channels and touchpoints.
The ideal candidate for this role is a proven data-driven, creative, strategic thinker who is able to launch projects on time and error-free. He/she has an excellent grasp of complex Marketing systems, effective documentation skills, and demonstrable digital marketing technology project / program management expertise. Significant experience in email and mobile push campaign segmentation and creative development is a must, as well as familiarity with database marketing and customer lifecycle management. This individual will thrive in a fast-paced, highly collaborative environment and is able to effectively partner with IT.
What We Offer
Paid Weekly
Competitive Health Plans
Training and Development
Tuition Reimbursement
Team Member Discounts
Much More!
Responsibilities & Qualifications
Manage a small team to launch email and mobile push campaigns via Salesforce Marketing Cloud, Acoustic Campaign and other ancillary platforms
Implement complex automated campaigns in collaboration with agencies and internal partners
Visualize the entire customer journey to develop a comprehensive Email engagement strategy for each line of business to drive conversion, alleviate friction and create a positive experience
Work collaboratively to develop a customer experience strategy that unites and streamlines business processes and enhances team member productivity through effective approaches to system integration and data quality
Champion and advocate for customer-centric marketing and CRM tools that enable world-class cross-functional collaboration and data-insights, a single view of the customer from prospect to customer service, and process productivity to drive business goals
Negotiate business terms with service providers and ensure invoices are paid in a timely fashion
Identify opportunities to improve marketing processes, including opportunities to automate, and launch those projects
Use insights to design new messaging/tactics and optimize existing messaging/tactics throughout the customer journey, including creative, segmentation, cadence, frequency, testing and automation
Educate partners about trends in the CRM space, including thought leadership, ecosystem providers and technology changes that impact strategy
Lead User Acceptance Testing for CRM functionality
Assist in the project definition, strategy creation, and accountability of key marketing projects
Work with key stakeholders to document and validate business objectives and requirements
Manage prioritized project scope and changes, ensuring solutions are standardized, globally scalable, and flexible
Communicate proactively with lines of business and champion Email projects on their behalf
Work with Data Security team to ensure compliance with local and global regulations
Responsible to and consistently meets the needs of internal clients. Delivers projects and assignments on time.
Provide reporting regarding project milestones, deliverable, dependencies, risks and issues
Translate, communicate, and prioritize business requests to our development team
Manage all aspects of email delivery including platform management, creative review / approval, list creation, deployment and analysis
Partner with stakeholders, internal users, customers and development team to gather feedback on the marketing platforms to be used for continuous improvement efforts
Hire, develop, manage and inspire the marketing engagement team, including cross-functional teams.
Acts as a role model and coach while developing employees at all levels using consistent approachable demeanor and clearly articulating objectives.
Develop and conduct regular training sessions for employees and new hires.
Build and execute campaigns and reporting as needed.
Perform other job-related functions as assigned
Bachelor’s degree in Accounting, Business Administration, Finance or Marketing preferred
10+ years of marketing automation and CRM management experience
Strong understanding of integrated marketing communications (including but not limited to email, SMS, in app messaging, push messaging, direct mail, loyalty programs)
Strong understanding of integrated marketing platforms and how to use them (including but not limited to email, SMS, in app messaging, push messaging, direct mail, loyalty programs)
Strong communication and team leadership skills
Experience implementing and utilizing an Enterprise-grade CRM Platform
Experience with Salesforce Marketing Cloud or Acoustic
Experience managing teams to develop creative, build HTML, develop APIs, segment lists and test functionality
Project management skills to prioritize and drive initiatives forward
Requirements gathering methodology and experience with Agile processes (preferred)
Experience with analytics tools
Dynamic confident personality with ability to successfully drive projects with minimal guidance Ability to multi-task with critical deadlines, work successfully with teams, and work under pressure
#J-18808-Ljbffr