CRM Program Director jobs in Orlando, FL

Job Type

Overview

Hi, we’re SmileDirectClub, and we’re big believers that everyone should have access to a smile they love. We also believe that you deserve a job you’ll love. At SmileDirectClub, you’ll help people change their lives – and in doing so, change your own.   

We believe it takes someone special to make a difference, and that what we do positively affects the way people see and share themselves. There’s a reward in knowing you’re bringing about change for the better, and that your personal experience helps you create the best experience for others. That’s why we value our Team Members as much as our Club Members. We believe there’s a piece of us in every smile we make. And that great companies are built person by person. Here’s how: 

Winning as a Team. Mentoring you forward works – because when you win, we all do.  

Balancing for stability. Your physical, mental and emotional well-being matter.  

Encouraging the real you. Bring your true self to work – so you can do your best work and feel your best with us every day.   

Let’s make smiles happen – starting with yours.   

The Director of CRM leads SmileDirectClub’s domestic & international CRM marketing efforts to convert leads and continue to build a better customer journey. The Director will take emerging technologies and best practices to deliver a comprehensive lifecycle approach that embodies our customer voice in mobile (SMS, push, in-app), email, direct mail, referral platforms, social messaging apps. The Director will own the analytics and reporting surrounding key KPIs of database growth, sales, cross-selling, retention and annuity business as well maintain the reputation of our communication platforms with partner vendors.   

Responsibilities

• Lead global CRM communication strategy, sequencing, and orchestration.
• Lead CRM channels data transformation, audience segmentation, content creation & optimization, quality assurance, multivariate testing, and analytics.
• Lead content production processes and optimize for efficient operations.
• Develop reporting & analytics and continually optimize channels based on target KPIs.
• Lead integration of SDC CRM platform with best-in-class software solutions & partners.
• Collaborate with CRM Technical Lead on technical solutions to support marketing strategy.
• Collaborate with larger marketing team & entire organization on CRM marketing initiatives.
• Partner with DX team to augment and optimize lead acquisition and conversion strategies.
• Deliver quality assurance across owned platforms.
• Develop talent on current team of 5 & build team as needed

Qualifications

• 10 years of equivalent work experience
• Salesforce Marketing Cloud experience a plus.
• Experience designing and implementing highly complex customer experience journeys.
• Comfortable working with technical products and optimizing software configurations to best serve channel needs. SQL experience a plus.
• Experience using generative AI to assist with improving results.
• Leader who is curious and passionate about delivering the optimal customer experience.
• A self-starter personality that can thrive in the fast-paced environment of a rapidly growing company.
• Solid work ethic, with the ability to pick up new tasks quickly.
• Highly attentive to detail.
• Ability to express ideas clearly and confidently.
• Proficient in the use of Microsoft Suite, especially Excel.
• Positive attitude and flexible personality.
• Excellent communication skills and collaborative spirit.
• Bachelor's degree required. Master’s degree a plus.  

Benefits of Joining the Club

How we make you SMILE...  

• Medical, Dental, Vision insurance including Domestic Partner coverage and company funded HSA  
• Unlimited/Flexible Time Off for Full-Time salaried employees  
• Work from home flexibility and fully remote work culture  
• Eligibility to participate in Yearly Bonus, subject to business performance  
• Commitment to diversity, equity and inclusion initiatives, including one Flexible Holiday offered per year for team members to take time to celebrate key holidays  
• Tuition Reimbursement  
• Paid Parental Leave   
• Eligibility for our 401(k) or Roth Savings Plan and additional financial planning resources
• Generous Aligner & Oral Care Discount and annual allowance for Friends & Family  
• SmileWell wellness program focused on a holistic health approach, including no-cost Team Member Assistance Program offering free mental health and other various services  
• Discounted Pet Insurance  
• Commuter Benefits  
• Collaborative work environment and positive culture including work/life balance initiatives  
• Opportunities to grow within a fast-paced, innovative company    

Company Profile

SmileDirectClub created the first end-to-end solution for your smile. An estimated 85% of people could benefit from orthodontic care, yet only 1% receive it each year with convenience and cost being the biggest issue. SmileDirectClub exists to help bridge that gap.  

Since our founding in 2014, SmileDirectClub has helped more than 1.8 million people transform their smiles through our pioneering telehealth platform for orthodontia. We’re an international oral care leader, with hundreds of SmileShops, a nationwide network of hundreds of affiliated state-licensed dentists and orthodontists and Partner Network offices across all 50 states, and thousands of Team Members across the globe.  

• What is SmileDirectClub? Click Here
• How it works.  Click Here
• What are our customers saying? Click Here  
• What is our culture like? Click Here
• Check out our Linkedin profile, culture page, Partner Network page, Costa Rica culture page.   
• Follow us on Instagram @smiledirectclubcareers  

SmileDirectClub is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, disability, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender or gender identity, age, veteran status, or other applicable legally protected characteristics. SmileDirectClub is committed to providing reasonable accommodation for candidates with disabilities in our recruiting process. If you need any assistance or accommodation due to a disability, please let us know at accommodations@smiledirectclub.com. Internal Team Members may contact the Benefits team for reasonable accommodation requests. 

Actual compensation offered within this range will be dependent upon the individual’s skills, experience, qualifications, and applicable laws.