Sr Director, CRM Channel Marketing

TAG is seeking a dynamic and strategic Senior Director of Customer Relationship Marketing (CRM) to lead and innovate our customer communications strategy. This pivotal role will oversee a large, diverse team responsible for managing customer interactions across owned and operated channels, including email, SMS, web and call center orchestration. The Senior Director of CRM will play a crucial role in driving sales, enhancing customer engagement, and fostering long-term retention through personalized customer journeys and relevant communications. This position reports directly to the VP of CRM.

Key Responsibilities

• Strategic Leadership : Develop comprehensive CRM strategy that aligns business objectives, focusing on customer engagement, driving sales and increasing retention of patients. Champion this strategy amongst peers and gain buy-in from executive leadership.
• Team Management : Lead and mentor a large CRM customer journey planning team, fostering a culture of innovation, collaboration, and excellence. Ensure the team is equipped with the necessary skills and resources to achieve their goals.
• Customer Communications : Oversee the development and deployment of high-quality customer communications across all CRM channels. Build best-in-class operational process to maximize throughput and quality.
• AI and Personalization : Leverage artificial intelligence and data analytics to enhance the personalization and relevance of customer communications, driving improved engagement and conversion rates.
• Performance Analysis : Utilize data-driven insights to measure the effectiveness of CRM initiatives. Continuously optimize strategies based on performance metrics, robust experimentation and customer feedback.
• Collaboration : Work closely with cross-functional teams, including marketing, product, technology, data analytics, and regional / category business unit teams to ensure cohesive and integrated customer experiences.
• Innovation : Stay ahead of industry trends and emerging technologies in CRM, identifying opportunities to innovate and enhance TAG's customer relationship strategies.
• Budget Management : Oversee the CRM budget, ensuring efficient allocation of resources to maximize return on investment.
• Salesforce Marketing Cloud experience as a plus

Qualifications

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