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Director – Customer Relationship Management
Prudential Securities
Shelton, CT, United States
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Description
With its reputation for innovation and award-winning products and service, Prudential Annuities is a growing and dynamic organization. We are seeking a Director of CRM Strategy within the Business & Competitive Intelligence team. In this role, you will be responsible for the strategy and delivery of customer experience/CRM programs, leveraging data to drive increased sales and loyalty for Prudential Annuities’ customers and business partners. This position offers a challenging and high profile opportunity to analyze performance of cross-channel marketing, draw actionable insights to support the business, and lead CRM programs across all channels.
Responsibilities:
• Lead a team of CRM professionals, provide technical guidance and mentoring
• Analyze and segment customers by category, value, recency and identify relevant targeting
• Manage customer loyalty program; develop KPIs and dashboards for executive leadership
• Partner with cross functional teams to implement best practices on customer relationship management programs
• Launch new features and products within the existing CRM platforms to Sales, Marketing and Service teams
• Work with the Analytics team to create the proper reporting and analytics to analyze the performance of cross-channel marketing programs
• Develop a framework and methodology for mapping our existing customer journeys, scoring the customer journey performance and resulting customer sentiment
• Develop and manage overall customer contact strategy – driving towards a goal of targeting customers at the right time, in the right format with the right content for them.
• Collaborate with the other parts of the organization to identify common challenges and develop optimal solutions
• Develop presentations, project plans, timelines, and vendor relationships to ensure projects are delivered with the highest quality and on time
Qualifications
• Bachelor’s degree and a minimum of 8 years of relevant work experience in Customer Relationship Management roles
• Experience leading teams of employees. Ability to coach and motivate teams
• Experience developing various types of customer lifecycle campaigns (loyalty/retention programs, new customer acquisition, win-back, etc.)
• Experience with Salesforce.com and database technologies
• Comfortable interacting throughout all levels of the organization and external partners
• Excellent communication and presentation skills