JOB SUMMARY:

• As a Customer Relationships Management (CRM) Director, you are responsible for overseeing customer relationship management strategies, developing and implementing CRM systems, analyzing customer data, and improving customer satisfaction. You ensure that the CRM initiatives align with the company’s goals and objectives.

JOB RESPONSIBILITIES:

• Collaborate with project teams to gather requirements and assist teams with translation of requirements into design.
• Establish and/or maintain the best practices and procedures for development in the CRM
• Lead CRM projects and work closely with Project Team and Vendor to ensure HMC standards are consistent, and the CRM solutions are not only meeting the needs of the business, but that the solution is supportable and using optimized tools and full system capabilities.
• Assist in the development of the vision and strategy for the CRM roadmap.
• Drive the creation and implementation of the CRM programs.
• Manage 3rd party vendor to design, test, publish and optimize.
• Partner with Marketing, Sales, Product, IT, Legal and other functional teams to develop and execute programs.
• Develop robust A/B and testing programs to optimize response and drive desired behavior.
• Manage budget and ensure on-plan delivery of costs.
• Ability to work with limited direction, often within a complex and ambiguous environment.

EXPERIENCE & SKILLS REQUIREMENTS

Qualifications:

• Global or multi-national business experience a plus.
• Expert understanding of e-commerce life cycle marketing.
• Ability to manage a meeting, drafting agendas, managing the dialogue and sending meeting summaries and action items to participants.
• Ability to develop a project plan and project manage internal and external stakeholders to implement a program.
• Ability to develop strong working relationships with a range of internal teams and external
• Desire and drive to stay abreast of health-care, trends, media, and the connected world.

Experience:

• BS/BA in marketing, business management, public relations, or similar field
• 7-10 years’ experience in Customer Relationship Management
• Working knowledge of CRM systems
• Proven leadership experience
• Strong written and oral communication skills
• Solid research and analytical skills
• Exceptional attention to detail
• The ability to multitask and manage time effectively.

Knowledge and skills:

• Online marketing methods and best practices
• Apex coding
• Business process analysis
• Confluence that can help to coordinate the campaign lifecycle is useful but not essential
• Designing specifications
• Distributed system architecture
• Front-end and server-side web technologies
• Middleware
• Object oriented analysis and design
• Programming platforms