Senior Director, Customer Relationship Marketing

About the role

The Aspen Group (TAG) is seeking a dynamic and strategic Senior Director of Customer Relationship Marketing (CRM) to lead and innovate our customer communications strategy. This pivotal role will oversee a large, diverse team responsible for managing customer interactions across owned and operated channels, including email, SMS, web and call center orchestration. The Senior Director of CRM will play a crucial role in driving sales, enhancing customer engagement, and fostering long-term retention through personalized customer journeys and relevant communications. This position reports directly to the VP of CRM.

Responsibilities

• Strategic Leadership: Develop comprehensive CRM strategy that aligns business objectives, focusing on customer engagement, driving sales and increasing retention of patients. Champion this strategy amongst peers and gain buy-in from executive leadership.
• Team Management: Lead and mentor a large CRM customer journey planning team, fostering a culture of innovation, collaboration, and excellence. Ensure the team is equipped with the necessary skills and resources to achieve their goals.
• Customer Communications: Oversee the development and deployment of high-quality customer communications across all CRM channels. Build best-in-class operational process to maximize throughput and quality.
• AI and Personalization: Leverage artificial intelligence and data analytics to enhance the personalization and relevance of customer communications, driving improved engagement and conversion rates.
• Performance Analysis: Utilize data-driven insights to measure the effectiveness of CRM initiatives. Continuously optimize strategies based on performance metrics, robust experimentation and customer feedback.
• Collaboration: Work closely with cross-functional teams, including marketing, product, technology, data analytics, and regional/category business unit teams to ensure cohesive and integrated customer experiences.
• Innovation: Stay ahead of industry trends and emerging technologies in CRM, identifying opportunities to innovate and enhance TAG's customer relationship strategies.
• Budget Management: Oversee the CRM budget, ensuring efficient allocation of resources to maximize return on investment.
• Salesforce Marketing Cloud experience as a plus

Qualifications

• Bachelor's degree in Marketing, Business Administration, or a related field
• Minimum of 10 years of experience in CRM, customer engagement, or related fields, with at least 5 years in a leadership role
• Proven track record of developing and executing successful CRM strategies in high performance teams
• Strong understanding of AI and data analytics as they apply to CRM and personalization
• Excellent leadership and team management skills, with experience managing large, diverse teams
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization
• Strategic thinker with a customer-centric mindset and a passion for innovation
• Experience in e-commerce or digital marketing is highly desirable

Pay

• Annual pay range: $200,000 - $225,000, plus bonus/incentives

Benefits

• A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match