Director of Global CRM & Omnichannel Strategy

Location: San Francisco, CA (Hybrid)
Job Type: Marketing

IQ Workforce is a leading recruiting firm for the analytics & data science communities.

Our client is a global consumer products company in the luxury cosmetics space. They operate in more than 50 countries with more than 3,000 retail locations & 6,000 trained service experts worldwide.

They are currently seeking a Director of Global CRM & Omnichannel that will lead the development and execution of their CRM strategy and roadmap to drive customer loyalty. This individual will partner with various Global and Local functional teams and external vendors to build CRM/loyalty programs and develop data-driven recommendations to build the best possible experience for their customers across all touchpoints.

Responsibilities include:
CRM Strategy & Roadmap
Lead the development and execution of the global CRM strategy and roadmap. Act as customer advocate for the best possible digital omnichannel experience, communications strategy, and loyalty initiatives.

Scope, develop, and execute integrated CRM programs including online booking platform, loyalty programs, customer lifecycle communications, to drive customer loyalty and retention.

Leverage our large customer data set to provide insights that drive customer-centric actions plans across lifecycle journeys, segmentation strategy, and audience targeting.

Program Management
Champion customer and stakeholder needs throughout program execution, ensuring that what is delivered meets the stated goals and objectives.

Train local markets on best practices, guidelines, and support local rollout and execution.

Manage vendor relationships as well as internal and external resources.

Reporting & Optimization
Measure activities against KPIs to determine success of CRM initiatives, including standard KPI dashboards as well as ad hoc and testing results.

Push global and local teams to “know our customer better” through KPI reporting, segmentation analyses, and continual testing of customer data and behaviors. Share key learnings globally.

6+ years of progressive and broad experience in CRM or Customer Experience.

Data/tech savvy with experience in defining business requirements and data flows.

Proven track record of successfully launching large-scale programs from scratch.

Experience with customer communications programs (such as email, mobile marketing) highly preferred.

Ability to work independently and drive schedules and dates, as well as a facility for working on highly collaborative projects.