CRM Director

Description
Position at Havas

DIRECTOR CRM
Summary
Responsible for overall CRM planning and operations

Role: “Leader”

The CRM Director is an experienced marketing and planning professional with expert knowledge in Relationship Marketing and Direct Response. This position is shared across the portfolio and is charged to deliver sound CRM strategy and identify ways to demonstrably add value to our clients' business in support of their business goals:

Develops and substantiates comprehensive, integrated CRM programs and solutions- using data-driven recommendations- all geared to help move the business forward

Works to foster a team environment and knowledge sharing to ensure delivery of optimized RM that are on strategy, on time and within budget

Builds and maintains strong relationships as a trusted CRM partner with client

Represents the Agency’s CRM leadership on a day-to-day basis with the Client and within the Agency, providing strategic vision and directing flawless execution

Inspires, motivates and directs extended team-knowing how to balance pushback and challenging status quo with collaboration and partnership

Comfortable partnering to co-develop market research that surfaces consumer insights all along the adoption and adherence pathway

Ability to work seamlessly within an integrated, multichannel agency

Passion for healthcare is a plus

Specific Responsibilities
Develop and maintain understanding of the client's business, products and market conditions

Ensure strategic alignment of each CRM client project and integration with digital, in-office, GA TV/print, while serving as a valuable team member that works closely with account team and creative(s)

Keep abreast and demonstrate application of current trends and advances in the marketplace and RM industry, both on- and off-line within and out of the category

Work closely with extended team to write CRM project briefs, Message Matricies, Communications Architecture/Flows, Content Calendars, and other documents for clients and internal teams

Develop segmentation strategy and optimize performance of targeted campaigns, messaging, and programs

Demonstrate understanding of database, data flows, business rules and use the knowledge to create plans, recommendations, and optimizations

Determine and monitor optimal channel planning for each program including making the business case and providing rationale for:

Email

Direct Mail

Telemarketing/Specialized phone services

In-office tactics

CRM-related Digital (sites, landing pages, registration, etc.)

Other Direct Response lead generation tactics

Develop testing strategies, learning agenda, measurement plans, and KPIs

Lead integrated analysis and own tactical and program optimization recommendations

Partner with other agencies to deliver seamless experiences including:

Develop CRM client recommendations and POVs that proactively deliver ideas to meet client objectives

Process and Organization
Accurately assesses and secures resources to generate insightful client recommendations

Aids in the education of all agency/client team members in CRM from process through best practices including formal on-boarding sessions as well as regular updates

Ensures that company and client processes are defined and followed

Participates in integrated team meetings with multiple agencies

Characteristics and Qualifications
Requires at least 10 years’ experience in marketing or communications

Bachelor’s degree or higher

Demonstrates the skills to foster effective teamwork and strong relationships

Demonstrates strong problem-solving skills, initiative, and consistently adds value

Commands and fosters an environment of respect, collaboration and trust

Strong analytic and problem-solving skills

Demonstrates adaptability and flexibility

San Francisco

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