DIRECTOR - CUSTOMER ENGAGEMENT

Overview

The Customer Engagement Director is the Marketing owner for CRM platforms (Salesforce and Acoustic Campaign) and manages campaign operations on behalf of multiple lines of business. Responsibilities include end-to-end campaign management from brief through creative, coding, testing, launch and post-launch reporting.

The Customer Engagement Director will collaborate with the Director of Digital Marketing to define and implement the company’s overall customer experience strategy, including web, mobile, CRM, SMS, push messaging, email, and more to provide solutions based on consumer insight and data. He/she will partner with various teams within the Seminole Hard Rock Support Services enterprise to develop next gen CRM strategy, capabilities and processes to deliver personalized, customer-centric marketing campaigns across multiple digital channels and touchpoints.

The ideal candidate for this role is a proven data-driven, creative, strategic thinker who is able to launch projects on time and error-free.  He/she has an excellent grasp of complex Marketing systems, effective documentation skills, and demonstrable digital marketing technology project / program management expertise. Significant experience in email and mobile push campaign segmentation and creative development is a must, as well as familiarity with database marketing and customer lifecycle management. This individual will thrive in a fast-paced, highly collaborative environment and is able to effectively partner with IT.

Responsibilities

• Manage a small team to launch email and mobile push campaigns via Salesforce Marketing Cloud, Acoustic Campaign and other ancillary platforms
• Implement complex automated campaigns in collaboration with agencies and internal partners
• Visualize the entire customer journey to develop a comprehensive Email engagement strategy for each line of business to drive conversion, alleviate friction and create a positive experience
• Work collaboratively to develop a customer experience strategy that unites and streamlines business processes and enhances team member productivity through effective approaches to system integration and data quality
• Champion and advocate for customer-centric marketing and CRM tools that enable world-class cross-functional collaboration and data-insights, a single view of the customer from prospect to customer service, and process productivity to drive business goals
• Negotiate business terms with service providers and ensure invoices are paid in a timely fashion
• Identify opportunities to improve marketing processes, including opportunities to automate, and launch those projects
• Use insights to design new messaging/tactics and optimize existing messaging/tactics throughout the customer journey, including creative, segmentation, cadence, frequency, testing and automation
• Educate partners about trends in the CRM space, including thought leadership, ecosystem providers and technology changes that impact strategy
• Lead User Acceptance Testing for CRM functionality
• Assist in the project definition, strategy creation, and accountability of key marketing projects
• Work with key stakeholders to document and validate business objectives and requirements
• Manage prioritized project scope and changes, ensuring solutions are standardized, globally scalable, and flexible
• Communicate proactively with lines of business and champion Email projects on their behalf
• Work with Data Security team to ensure compliance with local and global regulations
• Responsible to and consistently meets the needs of internal clients. Delivers projects and assignments on time.
• Provide reporting regarding project milestones, deliverable, dependencies, risks and issues
• Translate, communicate, and prioritize business requests to our development team
• Manage all aspects of email delivery including platform management, creative review / approval, list creation, deployment and analysis
• Partner with stakeholders, internal users, customers and development team to gather feedback on the marketing platforms to be used for continuous improvement efforts
• Hire, develop, manage and inspire the marketing engagement team, including cross-functional teams.
• Acts as a role model and coach while developing employees at all levels using consistent approachable demeanor and clearly articulating objectives.
• Develop and conduct regular training sessions for employees and new hires.
• Perform other job-related functions as assigned

Qualifications

• Bachelor’s degree in Accounting, Business Administration, Finance or Marketing preferred
• 10 years of marketing automation and CRM management experience
• Experience in integrated marketing communications (including but not limited to email, SMS, in app messaging, push messaging, direct mail, loyalty programs)
• Strong communication and team leadership skills
• Experience implementing and utilizing an Enterprise-grade CRM Platform
• Experience with Salesforce Marketing Cloud or Acoustic
• Experience managing teams to develop creative, build HTML, develop APIs, segment lists and test functionality
• Project management skills to prioritize and drive initiatives forward
• Requirements gathering methodology and experience with Agile processes (preferred)
• Experience with analytics tools
• Dynamic confident personality with ability to successfully drive projects with minimal guidance Ability to multi-task with critical deadlines, work successfully with teams, and work under pressure

WORK ENVIRONMENT

Duties and responsibilities are typically performed in a professional office setting, but there may be times where you will need to be in operating areas. In these areas, you may be exposed to environmental factors including, but not limited to, second hand smoke and excessive noise. Regular, consistent and punctual attendance. Must be able to work as project need demands (nights and weekends) when needed. Be able to travel, when necessary, and performs additional job-related duties as requested.