Director, CRM Strategy & Performance

Key Responsibilities

• Lead development of AT&T’s customer lifecycle marketing strategy across onboarding, growth, retention, loyalty, service, and advocacy journeys
• Translate business objectives into lifecycle priorities, marketing roadmaps, and customer experience strategies
• Define lifecycle frameworks, value drivers, and customer growth opportunities across products and customer segments
• Develop annual strategic plans and long-term CRM growth strategies aligned to business goals
• Identify emerging customer, competitive, and market trends to shape future CRM investments
• Serve as the CRM organization’s leader for customer intelligence and lifecycle insights
• Synthesize customer research, behavioral data, campaign performance, NPS, CSAT, churn signals, and commercial outcomes into strategic recommendations
• Identify key moments, behaviors, and triggers that influence customer growth, retention, and loyalty
• Partner with Analytics and Research teams to develop actionable segmentation, propensity models, and next-best-action strategies
• Maintain CRM performance frameworks, KPI architectures, scorecards, and measurement standards
• Define leading and lagging indicators that connect lifecycle marketing activity to business outcomes
• Lead performance reviews and optimization discussions across lifecycle programs
• Lead prioritization of CRM opportunities, investments, and lifecycle initiatives
• Evaluate opportunities based on customer value, business impact, feasibility, and strategic alignment
• Develop decision frameworks that help leadership allocate resources and investments effectively
• Identify growth opportunities, risks, and organizational tradeoffs
• Support executive reviews through clear recommendations, business cases, and strategic narratives

Qualifications

• 8+ years of experience in CRM, lifecycle marketing, customer strategy, consulting, analytics, marketing strategy, or related fields
• Experience developing customer growth, retention, loyalty, or lifecycle strategies
• Experience translating analytics and customer insights into business action
• Strong strategic planning, business case development, and executive communication skills
• Demonstrated success operating within complex, matrixed organizations
• Telecommunications, subscription, financial services, retail, or technology experience
• MBA or equivalent strategic planning experience

Pay

Our Director-Product Marketing jobs earn between $191,400.00 - $287,200.00 USD Annual.