Position Summary
The Director of Customer Marketing is responsible for leading the strategy, development, and execution of customer-focused marketing initiatives that strengthen engagement, enhance satisfaction, and drive long-term value. This role oversees customer database development, segmentation strategy, direct marketing programs, and cross-channel campaign execution to support growth across all products and services.
Essential Duties and Responsibilities
-Lead the development, optimization, and governance of the customer database to support targeted marketing and relationship management efforts.
-Drive customer segmentation strategies and assign customer groups to relationship
-Develop the annual customer marketing strategy and initiative calendar across all product and service lines.
-Facilitate internal communication and alignment of customer marketing plans across cross-functional teams.
-Create and manage strategies to enhance customer satisfaction and retention, including satisfaction follow-up programs, warranty penetration initiatives, subscription renewals, and lifecycle communications.
-Oversee the creation of communication strategies, messaging frameworks, and digital/creative assets to support direct marketing campaigns.
-Ensure campaigns are integrated with the company website, paid media efforts (including SEM), and relevant third-party platforms to maximize reach and effectiveness
-Establish clear goals and success metrics for all campaigns.
-Analyze and report performance results at the product, customer segment, and campaign levels, providing insights and recommendations for continuous improvement.
Position Qualifications
-Bachelor’s degree in marketing, Business Administration, Communications, or a related field is required. Master’s degree in marketing, Business Analytics, or a related discipline is preferred.
-Minimum of 8 years of progressive experience in customer marketing, CRM strategy, direct marketing, or related disciplines.
-Experience in industries with complex customer lifecycles (e.g., manufacturing, technology, subscription-based services).
-Proven leadership experience, including building, engaging, and leading teams and subsequent cross-functional initiatives.
-Strong expertise in customer segmentation, lifecycle marketing, and database-driven marketing strategies.
-Demonstrated success in building and managing multi-channel direct marketing campaigns.
-Hands-on experience with CRM systems, marketing automation platforms, and customer analytics tools.
-Analytical mindset with the ability to translate data into actionable insights.
-Excellent communication, collaboration, and presentation skills.
-Strong organizational and project management capabilities.
-Proficiency with advanced analytics or BI tools (e.g., Power BI, Tableau, SQL).
-Experience managing marketing technology ecosystems, including CRM integration and data hygiene practices.
-Background in developing customer loyalty, retention, or rewards programs.
-Familiarity with A/B testing, personalization engines, and customer journey optimization.
-Strong understanding of SEO/SEM and digital advertising strategies.
-Demonstrated ability to partner with product, sales, and customer service teams to create unified customer engagement strategies.
-Must exemplify Van Wall’s values of Courtesy, Integrity, Innovation, and Respect.