Director of Global CRM

Director of Global CRM

The Director of Global CRM is responsible for developing and implementing strategies to acquire and retain customers, and to optimize customer loyalty, retention, and satisfaction. The Director of CRM oversees the design, execution, and analysis of CRM campaigns and programs across multiple channels and platforms. Responsibility spans both Consumer and Business customers. The Director of CRM works closely with other departments, such as marketing, sales, product, and analytics, to ensure alignment and integration of CRM goals and initiatives.

Responsibilities

• Lead the Global CRM team and manage the day-to-day operations of CRM activities.

• Define and monitor CRM KPIs and metrics, such as customer lifetime value, retention rate,





churn rate, and net promoter score.

• Develop and implement CRM strategies and best practices to acquire and retain customers, and to increase customer loyalty, retention, and satisfaction.

• Design, execute, and evaluate CRM campaigns and programs across multiple channels and platforms, such as email, SMS, push notifications, web, and mobile.

• Segment and target customers based on their behavior, preferences, and needs, and deliver personalized and relevant messages and offers.

• Test and optimize CRM campaigns and programs to improve performance and ROI.

• Analyze and report on the impact and effectiveness of CRM campaigns and programs – provide insights and recommendations for improvement.

• Collaborate with other departments, such as marketing, sales, product, and analytics, to ensure alignment and integration of CRM goals and initiatives.

• Stay updated on the latest trends and best practices in CRM and customer loyalty.

Qualifications

• Bachelors degree in marketing, business, or related field.





Master’s preferred

• Minimum 10+ years of experience in CRM, customer loyalty, or retention marketing.

• Strong depth in analytics and ROI optimization of CRM programs

• Proven track record of developing and implementing successful CRM strategies and campaigns.

• Strong knowledge of CRM tools and platforms, such as Salesforce, HubSpot, etc.

• Strength in data analysis and reporting, and familiar with CRM metrics and KPIs.

• Excellent communication, presentation, and leadership skills.

• Ability to work in a fast-paced and dynamic environment

• Customer-centric and results-oriented mindset.