Director, CRM Programs & Operations

The Director, CRM Programs is a senior leadership role responsible for defining and championing the CRM strategy and vision for a significant business domain. This role requires a seasoned leader who can inspire teams, drive significant business growth through strategic innovation, and effectively collaborate with executive stakeholders. The Director plays a crucial role in shaping the overall success of their assigned CRM domains, shaping the overall success of our mission to develop lifelong relationships with our customers

• This is an on-site position (Monday through Thursday) based out of our Northbrook, IL office with the flexibility to work remotely on Fridays.
  
  

A day in the life as a Director, CRM Programs and Operations...

• Define and champion the overall customer strategy, lifecycle strategies, and CRM vision for assigned business domains, ensuring alignment with overall business objectives and market opportunities.
• Lead, mentor, and manage a team of CRM Program team members and managers, fostering a high-performance culture and developing talent.
• Drive strategic planning and collaboration with cross-functional partners, including Product Management, Engineering, and Marketing, to ensure a cohesive customer experience.
• Oversee the end-to-end delivery of major CRM initiatives, ensuring effective execution from ideation through launch and iteration.
• Establish clear and measurable Key Performance Indicators (KPIs) that track the success of CRM efforts within the domain and inform strategic decisions, focusing on outcomes like customer lifetime value and retention.
• Lead executive-level meetings and conversations, effectively communicating CRM strategy, progress, and insights.
• Work autonomously to define and prioritize program journeys and initiatives across the domain.
• Champion a data-driven and customer-centric approach to CRM, ensuring all efforts meet customer needs and achieve business goals by leveraging quantitative data analysis to find insights.
• Identify and evaluate strategic partnerships and manage key vendor relationships.
  
  

What You'll Bring To The Table...

• Expert in CRM best practices, strategic frameworks, and portfolio management.
• Proven ability to define and execute successful CRM strategies that drive business growth and customer value in a complex domain.
• Strong people leadership skills with experience building, mentoring, and managing high-performing teams.
• Exceptional strategic thinking, problem-solving, and data analysis capabilities for data-driven decision-making.
• Exceptional communication and collaboration skills, including the ability to articulate a clear vision and influence senior executives and diverse stakeholders to achieve buy-in.
• Deep understanding of how marketing technology aligns with and enables CRM strategy.
• Strong business acumen and a deep understanding of the customer relationship model.
• Proven experience with budget management, resource planning, and strategic hiring.
• The ability to define and drive the personalization strategy for a business domain.
  
  

We'd love to hear from you if you have...

• 12 years of progressive experience in CRM Strategy, Marketing Strategy, Customer Experience, or Consumer Insights.
• 5 years of experience in a management role, with a proven track record of leading and developing teams and/or other managers
• Master’s degree (MBA or equivalent) is highly preferred.
• Proven track record of successfully leading and delivering large-scale, complex CRM initiatives.