Director, CRM

Samsung Electronics Co., Ltd. • $150K — $180K *

Plano, TX 75025In-Person

Consumer Technology

11 - 15 years of experience

Today

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Job Overview by Ladders

Qualifications

Bachelor's degree and 12+ years in Digital Marketing, focusing on CRM
MBA is preferred for advanced strategic insights
3+ years of experience managing a team
Proficient in CRM systems such as Adobe Campaign and Movable Ink
Strong data-driven and technology-savvy leadership style
Innovative thinker with a process-oriented mindset
Excellent communication and collaboration skills

Responsibilities

Oversee the CRM Governance team to ensure compliance and coordination of campaigns
Drive CRM file retention and leverage new channels for direct-to-consumer communications
Facilitate initiatives enhancing CRM performance through AI tools for decision-making and campaign auditing
Provide thought leadership and share industry best practices with marketing leadership
Set annual CRM targets and guide teams in achieving compliance with those targets
Establish and document best practices using proper testing methodologies
Develop a B2B CRM strategy and create a governance framework for key customer segments

Benefits

Opportunities for professional development and growth
Access to cutting-edge marketing technologies
Collaboration with industry leaders in a dynamic environment
Creative freedom to explore and implement innovative strategies
Engagement in high-impact initiatives aligned with company vision

Full Job Description

Position Summary

This role is not eligible for immigration sponsorship

Role and Responsibilities

The purpose of the Director CRM position is to direct the governance of the SEA CRM COE by 1) establishing CRM best practices for business stakeholders and ensuring compliance 2) setting and monitoring CRM program targets 3) driving CRM file retention & growth practices across email, SMS, Push and other channels 4) facilitating resolution when competing goals create inter-divisional conflicts within CRM (i.e. audience prioritization).

Role & Responsibilities

Oversee CRM Governance team responsible for ensuring coordinated CRM campaigns across SEA that are compliant with standards and protocols. Publish playbooks and organize regular workshops focused on providing program performance updates and roadmaps.
Drive CRM file retention and growth across established and new marketing channels. Identify new opportunities for reaching current and future Samsung owners for DTC communications.
Conceive and facilitate initiatives to improve CRM performance, including use of Ai for automated decisioning, content generation, and campaign auditing.
Bring thought-leadership based on deep analysis of the SEA CRM program as well as a thorough understanding of industry trends and best practices. Develop educational topics and presentations to share with Marketing leadership.
Set expectations for annual CRM targets with business teams, and provide guidance and suggestions for closing gaps when targets are at risk of being missed.
Establish key criteria for determining "Best Practices" and ensure proper testing methodology is used when documenting results.
Identify new opportunities for B2B CRM to develop and/or grow key customer segments. Add a B2B CRM Playbook to the current B2C version. Create a new B2B CRM COE, including governance council, target setting, and planning process.

Skills and Qualifications

Minimum Qualifications

Bachelor's degree with 12+ years of experience in Digital Marketing, including CRM Marketing (campaign strategy, segmentation and performance management)
MBA degree preferred
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

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About Samsung Electronics Co., Ltd.

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There has never been a better time to join the global team of Samsung Electronics Co., Ltd. professionals—the leading force in innovation and technology in the electronics industry.

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