Director, Customer Success
Wolters Kluwer
Senior Manager, CRM
Crocs, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Westwood • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $130,000 - $140,000 per year
Job Level
Senior
Tech Stack
Cloud
About the role
- Develop and implement a segmentation strategy within our CRM platform to target customers based on recency and frequency of purchases.
- Lead list growth strategy and execution, including acquisition campaigns, onsite capture, partnerships, and conversion optimization of new subscribers.
- Collaborate with marketing, GTM, and product teams to define customer segments, effective messages, and activation tactics aligned with business objectives.
- Support omnichannel initiatives by aligning CRM strategies across digital channels and Retail, ensuring a seamless and consistent customer experience.
- Use CRM tools and technologies to create personalized customer experiences across channels, including targeted email and SMS campaigns.
- Drive a testing methodology and strategic direction in partnership with Analytics for CRM initiatives.
- Work closely with data analytics teams to measure and analyze the impact of CRM initiatives on customer behavior, retention, and lifetime value.
- Work closely with Product Management team to help develop roadmap and prioritization planning.
- Find opportunities for process improvements and automation within the CRM ecosystem to streamline workflows and enhance scalability.
- Stay abreast of industry trends, standard processes, and emerging technologies in CRM and digital marketing to inform strategic decision-making.
- Drive market adoption and utilization across all platforms.
- Report on CRM executions and find strategy revisions based on performance.
Requirements
- Bachelor's degree or equivalent experience in marketing, business, information technology, or a related field; advanced degree preferred
- demonstrated ability (8+ years) in CRM, product management or related fields
- Confirmed experience in CRM management, digital marketing, or product management, preferably within the retail or ecommerce industry
- Strong understanding of CRM principles, segmentation strategies, and customer lifecycle management
- Proficiency in CRM platforms such as Salesforce Marketing Cloud, Klaviyo, Attentive
- Experience with data analysis tools and techniques for interpreting customer behavior and campaign performance
- Excellent project management skills with the ability to prioritize tasks, handle timelines, and coordinate cross-functional teams
- Strong communication and collaboration skills, with the ability to effectively convey complex ideas and build consensus among collaborators
- Solution focused approach with a focus on delivering measurable business impact and driving continuous improvement.
Benefits
- medical, dental, and vision coverage
- life and AD&D
- short and long-term disability coverage
- paid time off
- employee assistance
- participation in a 401k program that includes company match
- many other additional voluntary benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CRM managementsegmentation strategiescustomer lifecycle managementdata analysiscampaign performance analysisprocess improvementsautomationtesting methodologydigital marketingproject management
Soft skills
communicationcollaborationproblem-solvingprioritizationcross-functional coordinationsolution-focused approachstrategic decision-makingcustomer experience enhancementconsensus buildingmeasurable business impact
Certifications
Bachelor's degree in marketingBachelor's degree in businessBachelor's degree in information technologyadvanced degree in related field
