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Director of CRM
AMC Networks
New York, NY, United States
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Overview of Role:
The Director of CRM will be responsible for development of strategy and execution across key direct-to-consumer initiatives for AMCN. She/he will serve as a change agent in the company – developing and implementing strategies, techniques, and best practices for all customer centric initiatives. She/he will leverage a data-driven approach to build and maintain customer relationships across traditional and digital products and services.
The candidate will be highly collaborative and work cross-functionally to achieve growth targets by developing a deep and actionable understanding of our customers. The role is highly visible and includes senior management stakeholders within marketing, product, development, ad sales, BI/analytics and franchise.
Key Responsibilities:
Manage and own the consumer relationship:
• Advance the CRM capability with a specific focus on retention. Develop a strategy and manage execution across all customer touchpoints to achieve KPIs.
• Partner with product and marketing to grow the size and value of our customer database. Enhance customer profiles to improve marketing effectiveness and improve advertising CPMs.
• Establish a customer ecosystem to drive cross-platform / cross-content behaviors resulting in improved retention and LTV.
Lead customer insights/analysis and translate into business growth plans:
• Define and segment audiences for marketing to drive increased linear TV ratings.
• Develop content consumption insights to identify new content (show, short-form, gaming, etc.) and programming opportunities.
• Deliver and expand customer data sources to drive innovation across ad sales, development, marketing and content.
• Identify new digital product offerings and opportunities to expand distribution.
Drive a data-focused agenda across the business:
• Work exceptionally close with media buying team to understand audiences, build marketing attribution methodologies, and ensure every marketing dollar is spent as efficiently as possible.
• Augment current processes with new insights and tools to ensure a customer-centric approach (from customer support to performance marketing).
• Propel a test/learn mentality in order to optimize our investments in customers. Identify partners and technologies to enable automation.
Qualifications:
• 7+ years’ experience leading customer retention efforts
• 3+ years’ experience managing email and/or mobile app push notification program/campaigns.
• 2+ year experience with advanced data visualization and Google 360 Suite
• Strong communications skills, including the ability to distill and relay data to a variety of audiences, including senior executives
• Understanding of optimization processes (e.g. A/B testing) and experimental design (e.g. identifying the variables, treatment structures, etc)
• Deep understanding of data structures, data ingestion/publishing methods, and consumption tracking techniques
• Experience working in corporate setting while having comfort with startup-like environment – experiment, fail fast, discern and share intelligence.
• Statistical background including model building experience a significant plus
• Experience with loyalty/rewards clubs a significant plus
• Experience with digital and social media buying a plus
The Company is committed to policy of nondiscrimination in its employment and personnel practices. Applicants are considered for all employment without regard to race, color, religious creed, religion, alienage, citizenship, gender, gender identity, national origin, ancestry, genetic predisposition or carrier status, age, marital status, familial status, military or veteran status, status as a victim of domestic violence, stalking or sexual assault, sexual orientation, disability or any other characteristic protected by federal, state or local law.