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Director, CRM
Showtime
New York, NY, United States
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The Director, CRM is responsible for the development and execution of Showtime’s subscriber engagement and retention strategy across email, mobile push and paid channels. Provide strategic oversight, and lead all implementation of Showtime’s customer relationship management (CRM) and marketing automation programs including customer journeys that drive deeper engagement and increased affinity for our brand and our programming. The Director manages a team that executes targeted, personalized email and mobile push marketing communications, and develops audience segments leveraged in paid media. The Director works closely and collaboratively with various internal and external partners, including Marketing Technology, Project Management, Marketing Analytics, Social Marketing, Subscription Marketing, Research, Product, Creative, Media, Program Marketing, Business Affairs and Legal.
Specific Responsibilities:
CRM Strategy and Marketing Automation Leadership:
• Develop strategy, oversee implementation and continually optimize and evolve all elements of Showtime’s CRM program
◦ Lead the development and ongoing optimization of Showtime’s CRM program and roadmap, including all email and mobile push campaigns that engage prospects, free trial users, paid subscribers, and lapsed subscribers.
◦ Leverage inights including subscriber intelligence, audience modeling, 3rd party data, social and website data to develop and oversee personalized, timely marketing communications to various audience segments
◦ Build and optimize customer journeys, continually assessing the strategic integration of dynamic content emails, mobile push and social.
◦ Develop and oversee implementation of all-encompassing CRM test plan, conducting ongoing A/B testing, identifying actionable insights and sharing learnings with key stakeholders.
◦ Manage Showtime’s marketing-level partnership with third-party marketing automation and content platforms.
◦ Define success metrics for all marketing automation initiatives and partner with Digital Analytics team to derive performance insights and create meaningful, directional campaign analysis.
◦ Optimize and measure efficacy of CRM programs against customer lifecycle KPIs.
◦ Oversee development and management of weekly and monthly email newsletters
◦ Oversee marketing agency resources dedicated to CRM and ensure high quality, efficient, results-driven work product that achieves or exceeds Showtime-established KPIs.
◦ Liaise with senior leaders across the organization, acting as internal subject matter expert on email and mobile push marketing and broadening awareness of CRM campaign activity and actionable insights.
◦ Maintain strong, collaborative relationships with internal partners, including Digital Marketing, Social Media, Subscription Marketing, Product, Research, Media, Digital Technology/Development, Public Relations, Program Marketing, and Legal.
Team Leadership:
• Motivate, mentor and develop great talent and lead the professional development of direct reports.
• Oversee Managers in the development and refinement of processes, best practices, and campaign timelines.
• Ensure team is consistently optimizing campaign performance and managing vendors and partners efficiently.
• Actively follow industry trends and ensure team is assessing, and strategically acting on, platform and landscape changes as they occur.
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Qualifications:
• Minimum of 6-8 years CRM and marketing automation experience required, with emphasis on acquisition or direct response strongly preferred
• Strong understanding of customer retention, CRM and database marketing ideally with an online subscription business
• Highly proficient in targeted marketing through digital channels in particular email, mobile and direct response social marketing.
• Experience in operating and developing campaigns using a Marketing Automation platform
• Strong understanding of marketing trends in digital, social, and mobile.
• Deep understanding of how users interact with digital content and how to generate direct engagement from marketing communications utilizing digital content
• Ability to manage and guide direct reports
• Ability to interface effectively with all levels of management
• Ability to work independently
• Ability to handle dynamic industry with constant developments
• Excellent written and verbal communication skills
• High attention to detail
• Strong interpersonal skills
• Strong organizational skills
• Flexibility and ability to multi-task changing priorities
• Proficiency in Word, Excel and PowerPoint/Keynote
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EEO Statement:
Equal Opportunity Employer Minorities/Women/Veterans/Disabled