DIRECTOR CUSTOMER ENGAGEMENT

Job Description

The Customer Engagement Director is responsible for managing campaign operations on behalf of multiple lines of business, collaborating with stakeholders to define and implement the company's overall customer experience strategy, and working with various teams within the Seminole Hard Rock Support Services enterprise to develop next gen CRM strategy, capabilities, and processes.

• End-to-end campaign management from brief through creative, coding, testing, launch and post-launch reporting.
• Develop comprehensive Email engagement strategies for each line of business to drive conversion, alleviate friction, and create a positive experience.
• Collaborate with IT to effectively integrate systems and enhance team productivity.
• Design and optimize new messaging and tactics throughout the customer journey.
• Lead User Acceptance Testing for CRM functionality.
• Manage and inspire a small team to launch email and mobile push campaigns via Salesforce Marketing Cloud, Acoustic Campaign, and other ancillary platforms.
• Manage all aspects of email delivery, including platform management, creative review/approval, list creation, deployment, and analysis.
• Work with stakeholders, internal users, customers, and development team to gather feedback for continuous improvement.
• Hire, develop, manage, and inspire the marketing engagement team.
• Perform other job-related functions as assigned.

What We Offer

Paid Weekly
Competitive Health Plans
Training and Development
Tuition Reimbursement
Team Member Discounts
Much More!

Qualifications

• Bachelor’s degree in Accounting, Business Administration, Finance or Marketing preferred
• 10+ years of marketing automation and CRM management experience
• Strong understanding of integrated marketing communications (including but not limited to email, SMS, in app messaging, push messaging, direct mail, loyalty programs)
• Strong understanding of integrated marketing platforms and how to use them (including but not limited to email, SMS, in app messaging, push messaging, direct mail, loyalty programs)
• Strong communication and team leadership skills
• Experience implementing and utilizing an Enterprise-grade CRM Platform
• Experience with Salesforce Marketing Cloud or Acoustic
• Experience managing teams to develop creative, build HTML, develop APIs, segment lists, and test functionality
• Project management skills to prioritize and drive initiatives forward
• Requirements gathering methodology and experience with Agile processes (preferred)
• Experience with analytics tools