Director, CRM
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Job Description
CRM Director leading strategy, campaigns, and customer engagement for Zales and Banter. Driving email and SMS marketing performance for Signet Jewelers’ diamond retail brands.
Responsibilities:
- Lead CRM for Zales, Zales Outlet, and Banter
- Develop strategies to drive value and deepen engagement across customer foundational, triggered, and macro-segmented email and SMS communications
- Align CRM plans with brand and company marketing goals and objectives
- Collaborate with managers to develop marketing campaigns and channel delivery plans
- Oversee campaign execution, delivery, measurement, and reporting
- Provide guidance on strategies and messaging to engage target audiences
- Use insights to inform broader marketing strategies, product enhancements, and related initiatives
- Partner with brand teams to align segment strategy with company goals
- Partner with CDP and Ecom teams to define enhancements for integrated marketing plans
- Align segment strategy with overall channel strategy
- Monitor marketing performance and provide strategic direction based on results analysis
- Optimize and iterate campaigns to drive business impact
- Perform additional duties and projects as assigned
Requirements:
- Bachelor's or master's degree in marketing, business, or a related field
- Minimum of 10 years of experience in marketing, with a focus on strategy, planning, and execution
- Experience identifying and advocating marketing strategy and programs delivering automated, personalized, and/or outbound communications at scale
- Experience developing and executing successful CRM marketing strategies and campaigns that drive business impact
- Experience using data and research to identify customer segments and develop resonant marketing plans
- Excellent leadership and collaboration skills for working with cross-functional teams and stakeholders
- Strong analytical skills and ability to use data to inform decisions and optimize campaigns
- Excellent communication skills and ability to articulate complex ideas clearly and concisely
- Proficiency in marketing automation and CRM tools for segmentation, targeting, and campaign execution
- Understanding of CRM channels such as email and SMS
- Familiarity with A/B testing and experimentation methodologies
- Strong project management skills, including prioritization, timeline management, and meeting deadlines
- Ability to work in a fast-paced retail environment and adjust priorities
- Proactive and self-motivated approach, with ability to work independently and take ownership
- Familiarity with marketing industry trends and best practices, including personalization, customer experience, and data-driven marketing
- Experience in retail or consumer-facing industries would be an advantage
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