What are the responsibilities and job description for the Director, CRM position at ECCO Select?
***Hybrid position (Onsite Tues/Wed/Thurs) in any of the following locations: Kansas City, MO; Dallas, TX; Rogers, AR; Chicago, IL; Detroit, MI; Atlanta, GA; New York, NY, Miami, FL.
***Not accepting 3rd party resumes
***W2 Only, No C2C
ECCO Select is a talent acquisition and advisory consulting company, specializing in providing people, process and technology solutions for our clients’ needs. We’re the talent behind the technology. To find out more about ECCO Select visit our website: www.eccoselect.com.
Job Description: This is a highly strategic role that will own the short/long-term strategy and tactics for developing new and existing channels that engage and nurture our customers throughout their journey. The ideal candidate has a data-driven approach to developing programs aimed at improving customer retention, loyalty, and fostering revenue growth. To be successful, this role will need to work cross-functionally in close partnership with agency and client teams to deliver a profitable and cohesive customer experience.
- Identify and implement comprehensive retention strategies to increase customer loyalty, product adoption, and revenue generation.
- Monitor and analyze key performance metrics to measure the effectiveness of lifecycle marketing initiatives. Providing ongoing insights to teams, identifying opportunities for improvement.
- Architect customer-first programs and communications (e.g., email trigger flows, overlays, SMS, post-purchase, etc.) based on insights and deep understanding of customer journeys.
- Oversee the management and utilization of the customer relationship management (CRM) platform, ensuring accurate data, effective segmentation, and timely communication.
- Collaborate with the customer service and advisor services teams to understand the voice of the customer and translate that into actionable strategies and tactics to continuously iterate and improve.
- Maintain and evolve the loyalty and lifecycle programs ensuring it aligns with brand values and resonates with our customer base.
- Manage and mentor a team of CRM marketing professionals, fostering their professional growth and ensuring the successful execution of campaigns and initiatives.
Minimum Qualifications:
- Bachelor’s degree in marketing, Business, or related field
- 7-10 years’ experience with proven track-record in CRM and loyalty
- Must have experience with CPG, QSR or Braze
- Strong knowledge and experience with CRM systems, including segmentation, automation, and email platforms
- Previous work experience working on rewards, offers and loyalty/membership type programs.
ECCO Select is committed to hiring and retaining a diverse workforce. ECCO Select’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category.
Equal Employment Opportunity is The Law
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