CRM Director - Apparel Company

**Position Summary:**

The CRM Director is responsible for developing and executing a customer journey strategy that drives loyalty and maximizes customer lifetime value. This role oversees all aspects of customer relationship management, including data management, segmentation, campaign execution, and performance analysis.

**Primary Responsibilities:**

- Develop and implement a comprehensive CRM and customer journey strategy aligned with the company's business goals.
- Manage the customer service team, ensuring alignment with their goals and efficient direction.
- Oversee the collection, management, and analysis of customer data to maintain accuracy and integrity.
- Create customer segmentation models to tailor marketing campaigns for target audiences.
- Execute CRM campaigns across multiple channels, including email, app notifications, and social messaging platforms.
- Track and analyze the performance of CRM initiatives, measuring ROI and identifying improvement areas.
- Leverage customer data to inform product development and marketing efforts.
- Lead cross-functional initiatives to enhance customer experience using digital tools (social media, email, website, store) in collaboration with stakeholders.
- Build a process for sharing insights, risks, and opportunities to improve consumer engagement with relevant teams and management.
- Collaborate with IT to upgrade systems like POS and marketing automation tools for enhanced customer journey management.
- Plan and manage the annual CRM budget.
- Lead and mentor the CRM team to ensure high performance and successful execution of initiatives.