JOB SCOPE:
Leads the planning, direction, oversight, and execution of the Customer Retention Strategy for Home Appliances and Services (HAS),ensuring alignment with and advancement of strategic business objectives. This role entails crafting and implementing innovative retention initiatives that not only meet but exceed organizational goals, driving sustained customer engagement and loyalty.
JOB SUMMARY:
The Director of CRM Marketing collaborates closely with the Chief Marketing Officer (CMO), Functional Leadership, and the Senior Leadership Team to spearhead both short-term and long-term Customer Relationship Management (CRM) initiatives for Home Appliances and Services (HAS). This role establishes the strategic foundation for all future CRM marketing efforts and partners with Business Unit (BU) Leadership to develop and implement retention programs aimed at minimizing customer churn. Additionally, the Director is tasked with driving customer acquisition, expanding membership for the Sears Home Advantage loyalty program, and strategically overseeing cross-sell, upsell, and renewal initiatives to maximize growth and customer engagement. The Director provides visionary leadership, guiding cross-functional teams in adopting best practices to create world-class CRM programs that drive margin retention, enhance brand equity, and boost customer loyalty.
SUPERVISION:
Indirect: External vendor relationships
REPORTS TO:
Chief Marketing Officer
JOB DUTIES/RESPONSIBILITIES:
• Formulates and executes a comprehensive customer acquisition and retention strategy for Home Appliances and Services, utilizing email, SMS, direct mail, and retargeting channels
• Designs and implements cohesive CRM content and offer strategies that enhance customer experiences across all touchpoints, including phone interactions, communications, in-home services, and digital platforms
• Oversees customer data management for CRM platforms, ensuring optimal file health, acquisition, retention, churn mitigation, and deliverability to maximize engagement and reduce attrition, while partnering with enterprise customer analytics teams to enhance and refine global database precision.
• Leads cross-functional teams to develop and execute HAS’s Customer Retention Strategy and Action Plans, ensuring collaborative effort and alignment with organizational goals
• Drives cross-functional teams to develop and implement HAS’s comprehensive Customer Retention Strategy and Action Plans
• Oversees key customer retention projects for the business; leading with excellent communication, organization and attention to detail to ensure the prioritization against strategic business objectives and timely execution of all projects are met
• Acts as the central point for all customer retention-related information and initiatives, effectively communicating updates and progress to the Senior Leadership team and the wider HAS organization
• Fosters strong relationships with key organizational leaders to facilitate seamless communication and support for CRM action plans
Location: , ,
Offer Expires: 2024-11-19 00:00:00
Job Posting Language: en
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