Responsibilities

• Establishing an insight driven approach to inform and build overall engagement and lifecycle strategy, implementing agile test/learn processes across channels to optimize performance and define future state CRM journeys.
• Driving innovative programs to improve onboarding, engagement and loyalty while maximizing brand impact and supporting customer retention, including interim CRM campaigns during platform transformation.
• Identifying, building, testing & deploying desired customer journeys and identify opportunities to enhance customer experience
• Establishing process and roadmap to build a culture of experimentation, journey orchestration and personalization at scale, ensuring adoption of new channels and capabilities
• Shaping insights-driven storytelling to influence partners and leadership
• Directing marketing programs across digital media platforms, partnering with cross functional teams to ensure continuity and alignment.
• Leveraging strong relationships with internal and external stakeholders to establish sound processes.
• Partnering with cross channel leads to create a holistic plan. Budgeting and forecasting management, maximizing spend and ROI to achieve goals.
• Partnering with Martech, Product, and Engineering to define user stories, CRM platform requirements, support proof of concepts, and align on capabilities for Spectrum’s evolving CRM marketing platform.
• Supporting efforts to simplify and enhance the customer experience by leading strategy, overseeing the planning and optimization of campaigns, and building strong, collaborative relationships.

Requirements

• Experience: Marketing Experience 10+ years. Leadership experience 8 years.
• Education: Bachelor’s degree (B.A.) from four year College or University
• Technical Skills: Experience managing outsourced agencies, vendors and distributed teams. Customer experience background.
• Experience with CRM marketing platforms (e.g., Braze, Salesforce Marketing Cloud, Adobe Campaign, Pega, or similar).
• Familiarity with translating marketing requirements into user stories, epics, martech and data capabilities supporting personalized, multichannel customer journeys.
• Skills: Strong presentation and interpersonal skills
• Creative and strategic thinking skills
• Highly organized
• Self-motivated
• Leadership skills
• Product experience and key project management
• Highly developed capacity for teamwork and a strong focus on the customer
• Abilities: Can read, write, speak and understand English
• Can work with all levels of cross functional teams, fostering collaboration among peers and direct reports while achieving business objectives
• Can anticipate and adapt to changing competitive landscapes.
• Can make decisions and resolve problems while working under pressure
• Can work independently
• Can work with a sense of urgency
• Ability to translate customer experience vision into CRM platform capabilities and cross functional requirements
• Ability to collaborate with Martech and technical teams to define business requirements, sequencing, and feature readiness for CRM and personalization capabilities

Preferred

• Strategic thinker with deep understanding of CRM principles, data analysis and insights, signal assessment/activation and customer segmentation.
• Experience with journey orchestration and personalization at scale, ability to translate customer experience vision into CRM platform capabilities.
• Ability to collaborate with Martech and technical teams to define business requirements, sequencing, and feature readiness for CRM and personalization capabilities.

Benefits

• comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
• This position is eligible to work in a hybrid work model (combination of in-office and remote days)