Sr Director, CRM Channel Marketing

About the position

TAG is seeking a dynamic and strategic Senior Director of Customer Relationship Marketing (CRM) to lead and innovate our customer communications strategy. This pivotal role will oversee a large, diverse team responsible for managing customer interactions across owned and operated channels, including email, SMS, web and call center orchestration. The Senior Director of CRM will play a crucial role in driving sales, enhancing customer engagement, and fostering long-term retention through personalized customer journeys and relevant communications. This position reports directly to the VP of CRM.

Responsibilities

• Develop comprehensive CRM strategy that aligns business objectives, focusing on customer engagement, driving sales and increasing retention of patients.
• Lead and mentor a large CRM customer journey planning team, fostering a culture of innovation, collaboration, and excellence.
• Oversee the development and deployment of high-quality customer communications across all CRM channels.
• Leverage artificial intelligence and data analytics to enhance the personalization and relevance of customer communications.
• Utilize data-driven insights to measure the effectiveness of CRM initiatives and continuously optimize strategies based on performance metrics.
• Work closely with cross-functional teams to ensure cohesive and integrated customer experiences.
• Stay ahead of industry trends and emerging technologies in CRM, identifying opportunities to innovate and enhance TAG's customer relationship strategies.
• Oversee the CRM budget, ensuring efficient allocation of resources to maximize return on investment.

Requirements

• Bachelor's degree in Marketing, Business Administration, or a related field
• Minimum of 10 years of experience in CRM, customer engagement, or related fields, with at least 5 years in a leadership role.
• Proven track record of developing and executing successful CRM strategies in high performance teams.
• Strong understanding of AI and data analytics as they apply to CRM and personalization.
• Excellent leadership and team management skills, with experience managing large, diverse teams.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Strategic thinker with a customer-centric mindset and a passion for innovation.

Nice-to-haves

• Experience in e-commerce or digital marketing is highly desirable.
• Salesforce Marketing Cloud experience as a plus.

Benefits

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) savings plan with match