Director CRM

Location : Sunrise, Florida

As the Customer Relationship (CRM) Director you have a unique opportunity to shape a dynamic and innovative customer engagement team.

You are obsessed with the customer and finding ways to drive engagement, increase brand loyalty, and overall create amazing relationships.

You have a passion for customer-centric, lifecycle marketing, and finding unique ways to engage with our customers to drive bottom line growth.

You will be developing and executing effective direct marketing strategies including email, SMS and direct mail, and building a best in class loyalty program to drive customer retention and engagement.

This includes customer journey design and configuration, and a deep understanding of customer data science. We’re looking for someone who can take our business to the next level in all customer touchpoints, in-store, online, and throughout our service offerings.

Team Leadership :

• Lead, mentor and build a high performing, dynamic team
• As a leader in the Marketing Department you will foster a collaborative, innovative, and fun work environment
• Encourage a culture of experimentation and creativity

Responsibilities

• Strategically lead the development and execution of Pet Supermarket’s CRM and customer lifecycle strategy.
• Build and execute best in class loyalty program, aligning with overall business objectives.
• Lead cross-functional teams to design, implement and manage innovative loyalty initiatives to drive customer retention, recency and engagement, partnering across marketing, merchandising, operations and IT partners.
• Oversight of direct marketing initiatives including email, SMS, Direct Mail, and Customer Analytics.
• Act as customer advocate for the best possible omnichannel experience, communications strategy, and loyalty initiatives.
• Ensure seamless integration of campaigns across multiple channels for a cohesive customer journey.
• Implement A / B testing, pilot programs, and innovative campaigns to discover what resonates with your audience.
• Measure activities against KPIs to determine success, create standardized dashboards, and testing results .
• Identify and modify new and existing opportunities for customer engagement and retention efforts.
• Embrace emerging channels and technologies to stay ahead in the ever-evolving digital landscape
• Analyze customer data and insights to identify opportunities for business improvement, personalization, and customer retention.
• Oversee customer analytics as it pertains to customer segmentation and consumer insights to drive business decisions, and identify new opportunities, while bringing to life the voice of the customer.
• Partner closely with IT partners to lead database cleanliness and connectivity as a key business stakeholder.

Qualifications

• 8+ years of broad experience in CRM or Customer Experience
• Data / tech-savvy with experience in defining business requirements and data flows.
• Extremely data-oriented, able to interpret complex mathematical concepts, metrics and large datasets and make decisions based on analysis
• Proven track record of launching successful programs, testing, and scaling accordingly
• Bachelor’s Degree in Business, Marketing, Communications, or related field required
• Advanced degree (MBA, Master’s) preferred
• Understanding of deliverability, CAN-SPAM, CCPA and GDPR compliant practices
• Proficiency with SQL, Tableau, Snowflake, Salesforce, Orce, GA4, & Quantum
• Experience with Salesforce Marketing Cloud and / or other email marketing tools
• Extensive knowledge using Jira or another similar project management or task collaboration tool
• Retail, eCommerce or Pet Industry experience a plus
• Creative and innovative thinker, organized, and solution oriented
• In tune with shifting trends in e-mail marketing and retail / e-commerce marketing in general
• Ability to be both a self-starter and team player

Pet Supermarket is an equal opportunity employer.

This position is remote and / or hybrid is an available option.