Position SummaryThis role is not eligible for immigration sponsorship.
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Role and ResponsibilitiesThe purpose of the Director, CRM Loyalty position is to own the strategy, governance, and measurement of CRM-driven customer retention and loyalty programs across Samsung.com. This role is responsible for using CRM - and the Post-Purchase Experience (PPX) CRM program specifically - to grow ecommerce revenue through second and ongoing purchases, deepen customer lifetime value (CLV), and build loyalty across all Samsung product categories.
Role & Responsibilities- Own the CRM Loyalty strategy for Samsung.com, using owned channels (email, SMS, MMS, RCS, push) to drive incremental ecommerce revenue through second and ongoing purchases across the customer lifecycle.
- Direct the PPX (Post-Purchase Experience) CRM program as the primary lever for customer retention and loyalty, measuring success through customer lifetime value (CLV) and purchase frequency and breadth across product categories.
- Build and manage segmentation and lifecycle strategies that convert first-time buyers into repeat, cross-category Samsung customers, partnering with Data Science/Insights teams on 1:1 personalization and targeting.
- Develop and own a CLV-based measurement framework, benchmarking retention and repeat-purchase KPIs against targets and reporting results and recommendations to senior stakeholders.
- Bring AI capabilities to fruition within the CRM program - including automated decisioning, predictive next-best-action, and generative content - to deliver hyper-personalized experiences that deepen retention and loyalty at scale.
- Partner with eCommerce, Category Management, and Corporate Marketing to align loyalty and retention CRM strategy with ecommerce revenue goals across all product lines.
- Direct agency and vendor partnerships supporting PPX and loyalty CRM execution, setting scope, cadence, and performance accountability.
- Oversee end-to-end campaign production for loyalty and retention programs, including creative direction in accordance with brand guidance, structuring A/B tests, and post-campaign results reporting.
- Evaluate and recommend membership or rewards-based loyalty program strategies as a complement to CRM-driven retention efforts.
- Manage direct report(s) and oversee staffing, prioritization, and quality across loyalty and retention CRM programs.
- Champion continuous advancement of marketing automation, targeting, and personalization capabilities in partnership with development, design, and platform vendor teams to improve retention and lifetime value.
- Partner cross-functionally with Privacy & Legal, PR, CRM Governance, CRM Operations, creative agencies, and Reporting/BI teams.
Skills and QualificationsMinimum Qualifications- Bachelor's degree with 12+ years of experience in Digital Marketing, including CRM Marketing (campaign strategy, segmentation and performance management)
- 3+ years managing direct reports
- Experience with CRM systems, including Adobe Campaign, Movable Ink, Attentive, Insider One
- Team-first leader who can leverage data and technology to inspire the organization
- An iterative thinker who can challenge the status quo via data. Process-orientation to enable scale
- Consummate collaborator committed to communication excellence
- Experience using CRM to drive ecommerce revenue through second and ongoing purchases, not just initial acquisition
- Experience with PPX (Post-Purchase Experience) CRM programs to drive customer retention and loyalty, as measured by customer lifetime value (CLV) and purchases across product categories
Preferred Qualifications- Experience with membership or rewards-based loyalty programs is a plus
#LI-MR1Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/
Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/
Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.
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