Senior Director, Customer Relationship Management and Customer Lifecycle Marketing

Are you a highly organized andself-motivatedleader with a passion for customer experience? Do you havestrongcreative and strategic thinking skills? If so, you could excel as aSenior Director,CRM &Customer Lifecycle Marketingat Spectrum.

At Spectrum, we keep nearly 32 million customers connected across our 41 state footprint. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet, TV, Mobile and Voice. Our Senior Director, CRM and Customer Lifecycle Marketing plays an essential role in creating and leading strategic and data driven customer campaigns and programs to positively impact growth, providing vision and strategy for their team, as well as partner organizations to work toward a best in class experience.

This role also plays a critical part in shaping Spectrum's nextgenerationCRM marketingprocesses bycentering the voice of the customer andtranslatingcustomer experience strategyinto activation via journey orchestration, experience design,personalization,process design,and articulating user stories as well as technicalplatform and capability requirements.

BE PART OF THE CONNECTION

As aSenior Director,CRM &Customer Lifecycle Marketing, youwilldevelop and executeCRM strategies tooptimizecustomer engagement,loyaltyand retention.You willlead a team in designing and implementinglifecycle programsacross multiple channelsto improve the overall customer experience while working with product,researchand other partner teams to understand and develop customer journeys by segment.You will also partner closely with Martech, Product,IT andEngineering teams to ensure customer experience strategy is enabled through Spectrum's evolving CRM marketingecosystem.

The ideal candidate is a strategic thinker and a change agent withdeepunderstanding of CRM principles, data analysis and insights,signal assessment/activationand customer segmentation.

You'll work on a high-performing, collaborative team that supports one another each and everyday.You should be results-oriented, innovative, and passionate about delivering personalized experiences that build long-term customer relationships.It'sa career that develops as you do, with opportunities to grow.

WHAT OUR SENIOR DIRECTOR, CRM
& CUSTOMER LIFECYCLE MARKETING ENJOYS MOST

• Establishing an insight driven approach to inform and build overall engagement and lifecycle strategy, implementing agile test/learn processes across channels to optimize performance and define future state CRM journeys.
• Driving innovative programs to improve onboarding, engagement and loyalty while maximizing brand impact and supporting customer retention, including interim CRM campaigns during platform transformation.
• Identifying, building, testing & deploying desired customer journeys and identify opportunities to enhance customer experience
• Establishing process and roadmap to build a culture of experimentation, journey orchestration and personalization at scale, ensuring adoption of new channels and capabilities
• Shaping insights-driven storytelling to influence partners and leadership
• Directing marketing programs across digital media platforms, partnering with cross functional teams to ensure continuity and alignment.
• Leveraging strong relationships with internal and external stakeholders to establish sound processes.
• Partnering with crosschannel leads tocreatea holistic plan.
  Budgeting and forecasting management, maximizing spend and ROI to achieve goals.
• Partnering with Martech, Product, and Engineering to define user stories, CRM platform requirements, support proof of concepts, and align on capabilities for Spectrum's evolving CRM marketing platform.

You'llactively and consistently support all efforts to simplify and enhancethe customerexperience by leading strategy, overseeing the planning and optimization of campaigns, and building strong, collaborative relationships. You must be resourceful, eager tolearnand able to adapt to an everevolving work environment and industry. Ifyou'reup to the challenge,you'llfind a rewarding and fulfilling career at Spectrum.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

Experience:

• Marketing Experience 10+ years. Leadership experience 8 years.

Education:

• Bachelor's degree (B.A.) from four year College or University

Technical Skills:

• Experience managing outsourced agencies, vendors and distributed teams. Customer experience background.
• Experience with CRM marketing platforms (e.g., Braze, Salesforce Marketing Cloud, Adobe Campaign, Pega, or similar).
• Familiarity with translating marketing requirements intouser stories, epics,martechand data capabilities supporting personalized, multichannel customer journeys.

Skills:

• Strong presentation and interpersonal skills
• Creative and strategic thinking skills
• Highly organized
• Self-motivated
• Leadership skills
• Product experience and key project management
• Highly developed capacity for teamwork and a strong focus on the customer

Abilities:

• Can read, write, speak and understand English
• Can work with all levels of cross functional teams, fostering collaboration among peers and direct reports while achieving business objectives
• Can anticipate and adapt to changing competitive landscapes.
• Can make decisions and resolve problems while working under pressure
• Can work independently
• Can work with a sense of urgency
• Ability to translate customer experience vision into CRM platform capabilities and cross functional requirements
• Ability to collaborate with Martech and technical teams to define business requirements, sequencing, and feature readiness for CRM and personalization capabilities

Working Conditions:

• Full time
• Office environment
• Travel ability: 10% travel
• This position is eligible to work in a hybrid work model (combination of in-office and remote days)

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