Director, Omnichannel CRM and Email Marketing

Responsibilities

• Lead the omnichannel CRM strategy and roadmap across email, SMS, push and Wallet, from acquisition and onboarding through retention and reactivation, including goals and a testing strategy for creative, messaging and segmentation
• Manage the CRM budget, technology and agency investments, and report return to senior leadership
• Lead, develop and mentor the CRM and email team, including hiring, goal-setting and performance management
• Stay close to execution, with the working knowledge to build a journey or launch a message when needed and coach the team
• Ensure clarity across Simon+ loyalty journeys, with clear, consistent benefits and next steps in every channel and no overlapping or conflicting messages
• Drive growth of owned audiences, including email, SMS, push, Wallet and Simon+ opt-ins, through sign-up journeys, Wi-Fi, ShopSimon.com and center capture, and co-branded retailer campaigns
• Lead the customer data and personalization strategy for the CRM team , bringing Simon+ data into the CRM platform to deliver relevant messaging and running campaigns that collect preference data
• Define key performance metrics, own the dashboards and present insights and recommendations to leadership
• Partner across social, digital, centers, Simon+ and retailer marketing teams, evaluate new marketing technology and contribute to enterprise marketing planning

Requirements

• B.A. or B.S. in Marketing or related field
• 10+ years of lifecycle email marketing or multi-channel CRM experience, including 3+ years leading teams
• Track record leading an omnichannel CRM strategy, budget and results at scale
• Skilled at mapping, simplifying and optimizing loyalty or membership journeys across channels
• Strong analytical skills, including analyzing CRM performance trends, turning data into clear recommendations for leadership, and partnering with Analytics and Technology teams to measure results across channels
• Proven experience with Attentive, Zeta Global, Airship (formerly Urban Airship), Badge or related systems, and the ability to set up journeys or send messages when needed
• Strong command of segmentation and audience targeting, turning large sets of user data into actionable insights
• Experience managing agency and technology vendor relationships
• Strong leadership presence, with exceptional collaboration and relationship-building skills across digital, design, data and content teams
• Ability to manage and prioritize multiple projects on tight deadlines

Preferred

• Loyalty or membership program and e-commerce or retail marketing experience is a plus

Benefits

• medical, dental, and vision coverage
• 401(k)
• life and AD&D insurance
• disability insurance
• flexible spending accounts
• paid time off