Director, CRM (Todd Snyder) - American Eagle : Job Details

POSITION TITLE: Director, CRM

REPORTS TO: Head of Digital

POSITION SUMMARY:

Build and manage the overall CRM strategy for the Todd Snyder brand, including the implementation of leading technologies and processes for email, SMS, loyalty, catalog and other marketing initiatives.

RESPONSIBILITIES:

* Lead a CRM communication strategy, sequencing, and orchestration to improve activation and retention rates, ultimately improving LTV for both digital and retail-based audiences.

* Oversee the CRM stack (Klavyio, Segment) leading both triggered and batch & blast campaign strategy, overseeing setup and execution. Manage relationships with external vendors that support various aspects of the database marketing and direct marketing processes

* Develop an understanding of the customer's journey and implement omni-channel journeys to better activate and retain our target audience across email, SMS and paid retention channels. Mine customer data, segment audiences, and extract customer contact lists for targeted communications across direct mail, email, and mobile marketing channels

* Create and drive KPIs for CRM channels as part of a larger, customer-centric marketing and business plan; establish metrics to measure the effectiveness of CRM and audience-specific initiatives. Continuously optimize strategies based on data insights.

* Collaborate with the larger marketing team & entire organization on CRM marketing initiatives. Develop strong interdepartmental/cross-functional relationships across the team to align on consistent strategy and client experience aligned with business and brand goals.

* Drive CRM reporting and analyses. Share out performance and learnings on a regular basis with the marketing team and cross-functional partners. Track competitive programs and marketplace trends and keep abreast of CRM best practices

QUALIFICATIONS:

* Bachelor's Degree in Marketing, Business Administration, or related field

* 6+ years related experience in marketing/advertising; 3+ years experience CRM specific for a multi-channel brand

* Knowledge of Direct Marketing best practices, and design and operations of large customer databases

* High degree of proficiency MS Office Suite, Gsuite & Internet applications, high proficiency with campaign management tools such as TCRM, UNICA, or SAS, proficiency with use of reporting tools i.e. Cognos, Looker, Periscope

* Strong analytical, prioritizing, interpersonal, problem-solving, presentation, & planning skills

* Strong verbal and written communication skills

* Demonstrated collaborative skills and ability to work well within a team

* Ability to work with and influence peers and senior management

* Ability to work in a fast-paced and deadline-oriented environment

* Self-motivated with critical attention to detail, deadlines and reporting

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PAY/BENEFITS INFORMATION:

* Actual starting pay is determined by various factors, including but not limited to relevant experience and location.

* Subject to eligibility requirements, associates may receive health care benefits (including medical, vision, and dental); wellness benefits; 401(k) retirement benefits; life and disability insurance; employee stock purchase program; paid time off; paid sick leave; and parental leave and benefits.

* Paid Time Off, paid sick leave, and holiday pay vary by job level and type, job location, employment classification (part-time or full-time / exempt or non-exempt), and years of service. For additional information, please click here.

* AEO may also provide discretionary bonuses and other incentives at its discretion

American Eagle Outfitters is an Equal Opportunity Employer