Responsibilities

• Global CRM Strategy & Governance - Define and evolve Dolby’s global CRM and email marketing strategy across B2C, B2B, and partner audiences. - Establish global segmentation frameworks, customer personas, lifecycle journeys, and engagement models. - Develop scalable playbooks, standards, and best practices that enable regional teams to execute effectively while maintaining brand and operational consistency. - Partner with Global Marketing and Digital leadership to align CRM strategy with business growth objectives and audience priorities. - Ensure CRM initiatives are fully integrated with broader digital ecosystem touchpoints (web, events, partner activations, product launches, etc.).
• Global Email Marketing Framework & Enablement - Define global email marketing calendar frameworks aligned to: Global campaigns, Regional/country activations (including 1+1+1 partner initiatives), Always-on content programs (creator content, titles, product releases, promotions), Industry, partner, and consumer events. - Establish reusable campaign templates, dynamic modules, and automation frameworks to support both global and regional initiatives. - Enable regional teams with toolkits, templates, documentation, and performance benchmarks. - Identify opportunities to leverage AI and automation to enhance personalization, optimization, and operational efficiency.
• Customer Segmentation & Personalization Strategy - Design and evolve global segmentation models based on behavioral, demographic, firmographic, and engagement data. - Define personalization standards across lifecycle stages, audience types, and regions. - Drive adoption of dynamic content capabilities to increase relevance and engagement. - Continuously refine segmentation and personalization strategies based on performance insights and evolving audience behavior.
• CRM Platform Strategy & Optimization - Partner with the Global Digital Platforms & Technologies team on CRM platform selection, architecture, and evolution. - Partner with stakeholders to translate marketing requirements into scalable system capabilities and data models. - Ensure CRM systems are integrated across platforms, workflows, and reporting systems. - Establish global governance standards for data capture, permissions, and engagement tracking. - Provide guidance and enablement to regional teams on CRM best practices and tool utilization.
• Performance Measurement & Continuous Optimization - Define global CRM KPIs aligned with broader Global Digital Marketing objectives. - Establish standardized reporting frameworks and dashboards to track: Subscriber growth (consumer, partner, professional), Engagement (open rate, CTR, unsubscribe rate), Retention and lifecycle progression, Conversion and revenue influence. - Analyze performance data to generate actionable insights and strategic recommendations. - Leverage testing frameworks (A/B, multivariate, automation optimization) to drive continuous improvement. - Use data-driven insights to evolve strategy, segmentation, and messaging approaches.
• Compliance, Data Governance & Trust - Ensure compliance with global and regional data privacy regulations (e.g., GDPR, CAN-SPAM) and permission-based marketing standards. - Define data governance protocols to maintain data integrity, accuracy, and customer trust. - Partner with Legal, IT, and Privacy teams to maintain robust compliance frameworks. - Oversee data hygiene standards and ongoing database optimization processes.
• Stakeholder & Regional Partnership - Act as the global center of excellence for CRM and email marketing. - Partner with Regional Marketing leaders to align global strategy with local market needs. - Provide strategic guidance while empowering regions to adapt and activate within the global framework. - Present performance insights, strategic roadmaps, and optimization plans to senior leadership. - Foster strong cross-functional collaboration across Marketing, Sales, Product, and Digital teams.

Requirements

• Bachelor’s degree in Marketing, Business, or related field; 8+ years of experience in CRM strategy, lifecycle marketing, or email marketing, preferably within a global organization; Demonstrated experience building and scaling CRM programs across multiple regions; Strong experience with CRM and marketing automation platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics, Marketo); Experience integrating CRM systems within broader digital ecosystems