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 and execute campaigns and reporting as needed.
• Manage a small team to launch email and mobile push campaigns via Salesforce Marketing Cloud, Acoustic Campaign and other ancillary platforms.
• Implement complex automated campaigns in collaboration with agencies and internal partners.
• Visualize the entire customer journey to develop a comprehensive Email engagement strategy for each line of business to drive conversion, alleviate friction and create a positive experience.
• Work collaboratively to develop a customer experience strategy that unites and streamlines business processes and enhances team member productivity through effective approaches to system integration and data quality.
• Champion and advocate for customer-centric marketing and CRM tools that enable world-class cross-functional collaboration and data-insights, a single view of the customer from prospect to customer service, and process productivity to drive business goals.
• Negotiate business terms with service providers and ensure invoices are paid in a timely fashion.
• Identify opportunities to improve marketing processes, including opportunities to automate, and launch those projects.
• Use insights to design new messaging/tactics and optimize existing messaging/tactics throughout the customer journey, including creative, segmentation, cadence, frequency, testing and automation.
• Educate partners about trends in the CRM space, including thought leadership, ecosystem providers and technology changes that impact strategy.
• Lead User Acceptance Testing for CRM functionality.
• Work with key stakeholders to document and validate business objectives and requirements.
• Manage prioritized project scope and changes, ensuring solutions are standardized, globally scalable, and flexible.
• Communicate proactively with lines of business and champion Email projects on their behalf.
• Work with Data Security team to ensure compliance with local and global regulations.
• Delivers projects and assignments on time.
• Provide reporting regarding project milestones, deliverable, dependencies, risks and issues.
• Translate, communicate, and prioritize business requests to our development team.
• Manage all aspects of email delivery including platform management, creative review / approval, list creation, deployment and analysis.
• Partner with stakeholders, internal users, customers and development team to gather feedback on the marketing platforms to be used for continuous improvement efforts.
• Hire, develop, manage and inspire the marketing engagement team, including cross-functional teams.
• Build and execute campaigns and reporting as needed.
• Perform other job-related functions as assigned.

What We Offer

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