Director, CRM

at  Cole Haan

The Director, CRM will strategically create and drive a customer relationship management plan across multiple owned and paid marketing channels, and will ensure that Cole Haan maximizes new customer acquisition, retention, loyalty and customer lifetime value. The candidate will collaborate with Performance Marketing, Data and Digital teams to develop data-centric, actionable insights and strategic roadmap using the right technology and tools. We are looking for highly motivated team members who are passionate about creating customer experience, embrace data/analytics and CRM innovation, have the rigor needed to solve problems, and present ideas to leadership that can be activated.

CORE ACCOUNTABILITIES:

• Accountable for a cohesive, cross functional CRM long and short-term vision and strategic roadmap, with clearly defined opportunity sizing, KPIs, priority, and project plan that will provide insight for our channels, performance and brand marketing teams and our corporate strategy team
• Partner with our consumer analytics team to maximize our consumer insights efficiently.
• Work closely with our Performance Marketing team to ensure the appropriate programs and tactics are deployed to achieve customer acquisition and retention goals. Partner to build out testing roadmap to achieve customer goals.
• Drive insights, key activities, execution, and final evaluation of tactics to drive loyalty with a focus on scalability.
• Apply profound understanding of marketing best practices to lead the deep dive for idea generation and strategy, ultimately recommending evergreen programs, integrated campaigns and tech builds to increase customer engagement and drive customer lifetime value.
• Reference marketing channel analytics, sales data and customer feedback to evolve our segmentation strategy. Leverage findings to optimize multi-channel messaging.
• Develop robust measurement strategies – both at the campaign level – and at the customer segment level, to measure short-term and long-term impact of CRM strategies.
• Effectively influence different partners across the organization
• Actively develop open and trusting relationships across a large, complex organization to create clear goals, accountability, and outcome

Requirements:

• 10+ years of experience in relationship, digital and performance marketing environment required
• Previous experience in the footwear/apparel/accessories retail/wholesale industry required
• 5+ years in a people leadership role
• Demonstrated ability to work effectively cross functionally with the ability to successfully manage multiple priorities
• Willingness to lead and also dive into the details to ensure the proper execution of corporate objectives
• Knowledge of digital marketing and ecommerce best practices preferred
• Keen attention to detail in planning, organization, and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another
• Self-starter, responsible, and able to own production level projects
• Demonstration of innovation and initiative – always looking to improve processes

Base Salary/Hourly Range: From $170,000 to $190,000* + bonus potential
Bonus Eligibility: Yes, eligible for annual target bonus based on company and individual performance

Benefits Offered: Health Insurance, Dental Insurance, Vision Care, Health Savings Accounts, 401(k) Retirement Plan, Vacation Time, Sick Time, Paid Parental Leave, Holidays and Cole Haan Discounts

• Rate of pay dependent upon candidates’ relevant skills and experience

This position is not available to be performed in Colorado.
As an Equal Opportunity Employer, Cole Haan is committed to meeting the spirit as well as the letter of the law. We have been, and continue to be, committed to Equal Opportunity Employment and equal treatment of all qualified individuals - regardless of race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, veteran status, disability, or any other factors that are not job related

Please refer the Job description for details