The Senior Director, CRM Strategic Operations and Enablement will lead a new team to own the implementation of strategy, governance, and operational framework for CRM across email and SMS while playing a heavy role in developing the standards. Key focus areas include identifying opportunities for list growth, protecting list hygiene, ensuring adherence to channel compliance, determining new opportunities, making advancements with AI, and leading best practices. They will lead their two direct reports, Manger, CRM Operations and Enablement, in prioritizing projects and ensuring alignment to the CRM roadmap.
This role will partner closely with IT, MarTech, Brand teams, CRM Directors, and external vendors to ensure cross department goal sharing and ensure CRM programs are executed with consistency, quality, scalability, and measurable business impact. While not responsible for technical solves, must possess an understanding of technical requirements and know how to work with the teams needed to solve tech issues or advancements. They will report directly to the Sr. Dir., CRM Strategy & Customer Engagement who will lead channel brand-specific roadmaps.
This role will work closely with the Brand Family CRM Directors who own brand-level campaign planning and execution, providing strategic guidance, operational structure, best-practice leadership, and cross-functional coordination to enable stronger performance across the CRM organization.
1. Implement CRM operations and enablement across email and SMS for core North America brands. Play a pivotal role in defining and adopting the CRM strategy, operating principles, governance routines, and best-practice standards that guide CRM execution across Signet brands. Establish clear expectations for how email and SMS programs are governed, protecting the foundation of the programs and ensuring list health.
40%
2. Partner closely with the CRM Directors who oversee day-to-day email and SMS planning and deployment for each brand. Provide strategic guidance, shared learnings, performance insights, and operational support to improve consistency, personalization, segmentation, journey development, testing, and channel effectiveness across brands.
30%
3. Serve as CRM partner to IT, MarTech, and vendors. Represent CRM business needs in technology, platform, data, integration, and vendor discussions. Partner with cross-functional teams to identify operational requirements, prioritize enhancements, resolve workflow gaps, and ensure CRM tools and vendor capabilities support enterprise strategy and execution needs. Identify tech needs and bring together the right teams to solve.
20%
4. Define reporting best practices while monitoring marketing performance. Recommend strategic direction and guidance based on the analysis of results.
10%
Performs additional duties and projects as assigned.
