Capillary Technologies is a global SaaS company that provides loyalty and engagement solutions to help businesses delight their customers.
We partner with leading brands across industries to create personalized customer experiences, drive loyalty, and boost revenue. Our teams work in over 30 countries and support clients in over 100 countries.
About the Role
The Director, Strategy & Planning is a leadership role reporting to the VP, Customer Insights and Strategy. They provide consulting on customer marketing and engagement strategy and have client ownership and revenue accountability. They will lead digital, CRM, and lifecycle marketing strategies across email, SMS, web, and loyalty channels. The goals of these strategies are to increase audience size, engagement, value, and retention for our clients. In addition to building and leading a high-performing team, this person is adept at translating client, market, and customer insights into actionable strategies and is responsible for setting the standards of work, behavior, professionalism, and partnership across the region.
Client Engagement & Strategy
- Own and direct client relationships, serving as the primary point of contact and strategic advisor for a portfolio of client
- Drive strategic campaign planning for clients, developing short- and long-term roadmaps in alignment with their business objectives
- Be the internal expert on customer journey mapping, member experience design, and communications planning; define standards and drive innovation for the practice
- Lead the team responsible for the coordination, deployment, and measurement of client campaigns
- Hold accountability for translating insights into strategic recommendations that drive measurable business results for client
- Hold accountability for program execution, measurement, and optimization, ultimately improving client KPI
- Partner with team members from strategic consulting, client development, program management, product/solution management, and other professional services disciplines
- Champion organizational goals and Capillary values; model and set the standard for excellence in client delivery, team culture, and cross-functional partnership
- Provide coaching, feedback, and development opportunities for direct reports; attract, develop, and retain top talent
- Conduct regular meetings with direct reports to discuss, review, and plan individual and team performance
EXPERTISE AND QUALIFICATIONS
- Bachelor’s in Marketing, Business, Technology, Mass Communications, Computer Science, Statistics, or related field; or equivalent work experience
- 7+ years of campaign management, strategy, and/or media experience across digital channels
- Experience leading development and optimization of lifecycle programs covering acquisition, engagement, and loyalty, driving sustained improvements in program performance
- Skilled at omnichannel planning and execution, ensuring cohesive experiences and unified measurement across platforms
- Experience using CRM and loyalty systems such as Salesforce Marketing Cloud, Braze, MessageBird, and Oracle Responsys to enable automation, personalization, and scalability
- Strong oral and written communication skills with the ability to lead and influence senior client stakeholders and internal leadership
- Ability to lead cross-functional teams in a matrix organization; advanced problem-solving and analytical capabilities
Disclaimer
It has been brought to our attention that there have recently been instances of fraudulent job offers, purporting to be from Capillary Technologies. The individuals or organizations sending these false employment offers may pose as a Capillary Technologies recruiter or representative and request personal information, purchasing of equipment or funds to further the recruitment process or offer paid training. Be advised that Capillary Technologies does not extend unsolicited employment offers. Furthermore, Capillary Technologies does not charge prospective employees fees or make requests for funding as part of the recruitment process.
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