Director of CRM

Rhythm is looking for a customer-centric Director of CRM to bring innovative thought leadership and data-driven strategic thinking to advocate for and support the customer throughout their respective journeys while in consideration of overall business goals.

The Director of CRM is responsible for developing and translating business strategies into communications that maximize audience engagement, drive incremental revenue, and proactively reduce churn for clients. They will be responsible for developing creative strategies, tailored by segment, to deliver campaigns across CRM channels (email, push notifications, in-app takeovers, SMS, and Direct Mail).

The ideal candidate is an experienced leader with analytical discipline and a track record of creative problem solving to optimize processes and deliver high performing 1:1 communication programs. Email marketing experience is critical to this position.

WHAT YOU’LL DO:

• Provide subject matter expertise and leadership across the agency to develop client focused CRM initiatives.
• Lead the strategic approach, process and strategic planning to understand and achieve client business objectives and targets, both in terms of short-term goals as well as longer-term growth drivers.
• Focus on core client business KPIs, to develop and implement CRM programs and campaigns that align to moments of need within the customer journey based on insights from primary and secondary sources
• Collaborate with the data and technology teams to conduct research, define points of integration, and construct a strategic path forward.
• Support omni-channel campaigns across email, push notifications, web, mobile apps, social platforms, and other channels and devices, as relevant to the customer experience
• Lead the team to monitor and optimize CRM channel performance, surfacing campaign insights to influence overall communications strategy, developing creative best practices, and develop test and learn roadmap.
• Propose and pitch new capabilities and specific client program enhancements, including dynamic campaign personalization and dynamic content modules, lifecycle marketing and behavior-based triggers, and segmentation enhancements.

WHAT IT TAKES:

• Love leveraging tools to connect consumers with needs to customer-forward brands
• Are the subject matter expert in CRM platforms, communication tools, points of integration, and nurture streams to support communication and growth continuity
• Don’t accept something as is but prefer to understand it, prove it, and improve it
• Get excited about new people, brands, businesses, and possibilities
• Love working with diverse group of like-minded performance driven creative thinkers, doers, and leaders
• Are a humble team player willing to elevate the game of those around you
• Have a point of view and know how to articulate it

ESSENTIALS

• 8 – 10+ years of experience as a successful leader in relevant areas, including 2+ years of supervisory experience.
• Strong experience developing and managing email, SMS, and app notification programs.
• Self-starting, analytical, and problem-solving skills, with an ability to work effectively with a broad range of internal and external stakeholders.
• Strong project and process management skills from concept to timely delivery across both large-scale evolution efforts and day-to-day program management.
• Action-oriented with proven ability to think and act strategically and tactically to make informed decisions and execute.
• High degree of initiative, personal responsibility, and ownership.
• A deep comprehension of common CRM platforms and tools
• Exceptional creativity and problem-resolution skills in a dynamic, client-centered space
• Experience with B2B, B2C, and multiple verticals
• High attention to detail and ability to prioritize based on needs and time available
• Strong writing, presentation, speaking, and persuasion skills

ABOUT US

Rhythm is an Irvine based performance focused agency striving to develop innovative solutions through research and data. As a wholly owned subsidiary of Code and Theory under the Stagwell Group, Rhythm develops and executes customer focused initiatives to achieve client ROI goals. We work in a broad range of industries, including health, real estate, finance services, automotive and food and beverage.

Rhythm is an equal opportunity employer, and we value diversity at our company. We don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

Rhythm