Senior Director, Customer Relationship Management and Customer Lifecycle Marketi
Spectrum, Stamford, CT, United States
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. 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. The Senior Director, CRM and Customer Lifecycle Marketing plays an essential role in creating and leading strategic, data‑driven customer campaigns and programs to positively impact growth, providing vision and strategy for their team and partner organizations.
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.
What our Senior Director enjoys most
Establish 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.
Drive innovative programs to improve onboarding, engagement and loyalty while maximizing brand impact and supporting customer retention, including interim CRM campaigns during platform transformation.
Identify, build, test and deploy desired customer journeys and identify opportunities to enhance customer experience.
Establish a process and roadmap to build a culture of experimentation, journey orchestration and personalization at scale, ensuring adoption of new channels and capabilities.
Shape insights‑driven storytelling to influence partners and leadership.
Direct marketing programs across digital media platforms, partnering with cross‑functional teams to ensure continuity and alignment.
Leverage strong relationships with internal and external stakeholders to establish sound processes.
Partner with cross‑channel leads to create a holistic plan, budgeting and forecasting management, maximizing spend and ROI to achieve goals.
Partner 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 Experience:
Marketing experience 10+ years. Leadership experience 8 years.
Education:
Bachelor’s degree from a four‑year college or university.
Technical Skills:
Experience managing outsourced agencies, vendors and distributed teams.
Experience with CRM marketing platforms such as 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.
Eligible for a hybrid work model (combination of in‑office and remote days).
Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.
We offer a comprehensive pay and benefits package.
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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. The Senior Director, CRM and Customer Lifecycle Marketing plays an essential role in creating and leading strategic, data‑driven customer campaigns and programs to positively impact growth, providing vision and strategy for their team and partner organizations.
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.
What our Senior Director enjoys most
Establish 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.
Drive innovative programs to improve onboarding, engagement and loyalty while maximizing brand impact and supporting customer retention, including interim CRM campaigns during platform transformation.
Identify, build, test and deploy desired customer journeys and identify opportunities to enhance customer experience.
Establish a process and roadmap to build a culture of experimentation, journey orchestration and personalization at scale, ensuring adoption of new channels and capabilities.
Shape insights‑driven storytelling to influence partners and leadership.
Direct marketing programs across digital media platforms, partnering with cross‑functional teams to ensure continuity and alignment.
Leverage strong relationships with internal and external stakeholders to establish sound processes.
Partner with cross‑channel leads to create a holistic plan, budgeting and forecasting management, maximizing spend and ROI to achieve goals.
Partner 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 Experience:
Marketing experience 10+ years. Leadership experience 8 years.
Education:
Bachelor’s degree from a four‑year college or university.
Technical Skills:
Experience managing outsourced agencies, vendors and distributed teams.
Experience with CRM marketing platforms such as 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.
Eligible for a hybrid work model (combination of in‑office and remote days).
Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.
We offer a comprehensive pay and benefits package.
#J-18808-Ljbffr