Senior Director, Customer Relationship Management and Customer Lifecycle Marketi
Charter Communications, 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.
Overview
Are you a highly organized and self-motivated leader with a passion for customer experience? You could excel as the Senior Director, CRM & Customer Lifecycle Marketing at Spectrum. The 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 deliver a best-in-class experience. This role centers the voice of the customer and translates 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.
Responsibilities
Develop and execute CRM strategies to optimize customer engagement, loyalty, and retention.
Lead a team in designing and implementing lifecycle programs across multiple channels to improve the overall customer experience, collaborating with product, research, and other partner teams to understand and develop customer journeys by segment.
Partner with Martech, Product, IT and Engineering to ensure customer experience strategy is enabled through Spectrums evolving CRM marketing ecosystem.
Drive insights-driven storytelling to influence partners and leadership.
Direct marketing programs across digital media platforms, ensuring continuity and alignment with cross-functional teams.
Establish processes and roadmaps to build a culture of experimentation, journey orchestration, and personalization at scale.
Identify opportunities to enhance customer experience through journey optimization and channel adoption.
Budgeting and forecasting management to maximize spend and ROI.
Define user stories and CRM platform requirements in collaboration with Martech, Product, and Engineering to support Spectrum's evolving CRM marketing platform.
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
Highly organized and self-motivated
Leadership skills
Product experience and project management
Team-oriented with a strong focus on the customer
Abilities:
Ability to read, write, speak, and understand English
Ability to work with cross-functional teams and foster collaboration
Ability to anticipate and adapt to changing landscapes
Ability to make decisions and solve problems under pressure
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 and feature readiness for CRM and personalization capabilities
Working Conditions:
Full-time; Office environment
Travel up to 10%
Hybrid work model (combination of in-office and remote days)
EEO Statement: Spectrum is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
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Are you a highly organized and self-motivated leader with a passion for customer experience? You could excel as the Senior Director, CRM & Customer Lifecycle Marketing at Spectrum. The 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 deliver a best-in-class experience. This role centers the voice of the customer and translates 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.
Responsibilities
Develop and execute CRM strategies to optimize customer engagement, loyalty, and retention.
Lead a team in designing and implementing lifecycle programs across multiple channels to improve the overall customer experience, collaborating with product, research, and other partner teams to understand and develop customer journeys by segment.
Partner with Martech, Product, IT and Engineering to ensure customer experience strategy is enabled through Spectrums evolving CRM marketing ecosystem.
Drive insights-driven storytelling to influence partners and leadership.
Direct marketing programs across digital media platforms, ensuring continuity and alignment with cross-functional teams.
Establish processes and roadmaps to build a culture of experimentation, journey orchestration, and personalization at scale.
Identify opportunities to enhance customer experience through journey optimization and channel adoption.
Budgeting and forecasting management to maximize spend and ROI.
Define user stories and CRM platform requirements in collaboration with Martech, Product, and Engineering to support Spectrum's evolving CRM marketing platform.
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
Highly organized and self-motivated
Leadership skills
Product experience and project management
Team-oriented with a strong focus on the customer
Abilities:
Ability to read, write, speak, and understand English
Ability to work with cross-functional teams and foster collaboration
Ability to anticipate and adapt to changing landscapes
Ability to make decisions and solve problems under pressure
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 and feature readiness for CRM and personalization capabilities
Working Conditions:
Full-time; Office environment
Travel up to 10%
Hybrid work model (combination of in-office and remote days)
EEO Statement: Spectrum is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
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