Director, CRM and Lifecycle Marketing
Director, CRM and Lifecycle Marketing
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Position Summary
Headquartered in Ridgefield Park N.J. Samsung Electronics America Inc. (SEA) is a leader in mobile technologies consumer electronics home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader our passion for innovation has been the common thread throughout our history. Weve grown into one of THE most recognized global brands. We push beyond the limits of todays technology to provide groundbreaking connected experiences across its large portfolio of products and services including mobile devices home appliances home entertainment 5G networks and digital displays.People Excellence Change Integrity Coprosperity
Job Description
Samsungs Mobile eXperience (MX) business spans a complex portfolio of innovative products and services across Smartphone Tablet PC Smartwatch Buds Smart Ring Samsung Health Samsung Wallet and more all powered by the groundbreaking Galaxy AI technology.
We are on a mission to change the game in the US boldly positioning Samsung as a desired culturally relevant brand within the mobile category. You are a change agent who will help bring this ambition to life navigating complexity organizational nuances and always striving to make things better and push the boundaries of whats possible.
Were looking for a Head of CRM and Lifecycle Marketing to deliver the next phase of Samsungs Mobile business and customer lifetime value growth in the US. Director of CRM and Lifecycle Marketing will build and execute a comprehensive strategy and plans to engage current and future customers throughout their journey with us (from acquisition to retention and advocacy) and across the entire Mobile portfolio of products and services. The leader will leverage performance analytics and learnings to create an effective endtoend journey throughout direct to consumer touchpoints including email push notification digital marketing driving Ecommerce site traffic and conversion customer base retention and loyalty and longterm brand health. This includes product launches sustain phases key seasonal/gifting moments and alwayson engagement.
This is a critical role that requires superior understanding of audience segmentation and management data analysis content and creative strategy and planning and agility to balance mid/longterm strategy with shortterm campaigns and goals.
Role and Responsibilities
You will lead a team of CRM managers and external agency partners to plan execute and analyze campaigns and programs and will build the future Lifecycle Marketing organization.
The leader will partner with other Marketing experts (Research and Insights Creative Media Partner Marketing) and crossfunctional partners (Product Management Ecommerce Sales).
Key Responsibilities
CRM and Lifecycle Marketing Strategic Planning & Growth Roadmap
- Define and own the customer lifecycle and CRM strategy to acquire new customers and improve retention and loyalty of existing ones
- Develop and execute a new approach to move from pure acquisition to building loyalty and advocacy
- Develop a cohesive customer journey inclusive of audience segments purchase cycles ecosystem communication (products & services) and key launches seasonal campaigns ongoing consumer touchpoints education and engagement to build loyalty
- Build connection with all marketing touchpoints across owned paid and earned channels to deliver the right message to the right audience at the right time
CRM campaigns management analysis and reporting
- Own overall marketing traffic to across all marketing channels including weekly traffic and conversion targets.
- Lead team to define the target audience for individual campaigns designed to drive traffic to with the central Data Science team to develop audience target lists expand current audience reach and ensure optimum usage of internal database and external list sources.
- Lead team to create campaign specific messaging strategy (images messaging and comparative specifications) that map to each consumer segment and ensure clear value propositions
- Support CEJ development to ensure cohesion across CRM and touchpoints (Marketing Landing Pages PDP)
- Collaborate with Data Science and agency teams to design reporting that supports analysis of program performance. Analyze performance and results and optimize campaigns based upon test and learn strategy
- Manage daily operations with agency partner(s) coordinating creative development list selection and execution of each campaign
New sources of growth
- Identify and evaluate new innovative sources of growth across channels and across acquisition and retention based on audience insights results of current campaigns and programs competitive analysis
- Build strong business case justification and impact forecast across all Lifecycle initiatives
Team leadership and crossfunctional collaboration
- Lead and grow internal team: provide strategic direction guidance feedback. Identify the right structure of the CRM and Lifecycle marketing team.
- Manage agency partners including timelines deliverables and budget to ensure flawless campaign execution. Analyze and recommend the right agency support model.
- Executive reporting and presentation: Prepare and present strategy and plans on a weekly/monthly/quarterly basis to executive leadership (CEO)
- Participate in Samsungs CRM Governance Council for planning and coordination across all Samsungs businesses including Mobile
- Ensure guidelines alignment provide briefs and analysis for the Council review
- Establish strong relationships with global CRM counterparts
Qualifications
- Bachelors degree required; MBA preferred
- 12 years of Marketing experience with a strong focus on growth and lifecycle marketing with a minimum of 7 years in a similar role
- 7 years of team and crossfunctional leadership experience
- Track record of delivering impactful innovative CRM Growth and Customer Lifecycle strategies that resulted in business growth
- Experience effectively managing complex portfolios and audiences delivering business growth preferably in a technology space
- Previous experience working with large scale firstparty data is preferred
- Strong critical thinking with the ability to assess disparate pieces of information and create an insightsdriven strategy and plans
- Ability to design datadriven technology solutions to create actionable information to answer business questions
- Experience managing multiple initiatives and/or launches simultaneously working with many internal and external partners to ensure we are bringing our brand and products to life seamlessly and to the highest impact.
- Ability to translate consumer competitive cultural insights and internal data into opportunities actionable strategies and specific activation plans that deliver customer engagement and business growth.
- Entrepreneurial spirit excellent communication skills and ability to articulate complex strategies and concepts clearly and effectively to all levels of organization.
- Ability to operate in a very fastpaced environment demonstrate an agile and adaptive mindset capable of quickly responding to consumer market and cultural opportunities providing both organization leadership and creative guidance.
- High emotional intelligence that enables close working relationships with key leaders across remote teams globally and solving complex problems at scale and speed.
- Exceptional Power Point skills ability to deliver a datadriven analysis and tell a clear actionable story
- Innovative mindset and curiosity. Relentless drive and positivity.
#LI RR
Skills and Qualifications
* Please visit Samsung membership to see Privacy Policy which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident please click here.
At Samsung we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities inspiring our talent to be their true selves. Together we are building a better tomorrow for our customers partners and communities.
* Samsung Electronics America Inc. and its subsidiaries are committed to employing a diverse workforce and provide Equal Employment Opportunity for all individuals regardless of race color religion gender age national origin marital status sexual orientation gender identity status as a protected veteran genetic information status as a qualified individual with a disability or any other characteristic protected by law.
Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application you have a disability and require a reasonable accommodation in order to participate in the application process please contact our Reasonable Accommodation Team () or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.
Required Experience:
Director
Employment Type
Full-Time
