Director, CRM Loyalty & Growth

Samsung Electronics America; Plano (TX); On-site; USD 180,000 - 250,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Plan

Employee Purchase Program

Tuition Assistance

Paid Time Off

Student Loan Program

Wellness Incentives

Job summary

Samsung Electronics America seeks a Director, CRM Loyalty to own the strategy, governance, and measurement of CRM-driven loyalty across Samsung.com. You will lead segmentation, lifecycle, and 1:1 personalization efforts to drive repeat purchases and increase customer lifetime value.

You will oversee the PPX CRM program, set KPIs, collaborate with Ecommerce and Marketing teams, and champion AI-powered optimization to scale loyalty initiatives and revenue across product categories.

Qualifications

• Bachelor's degree with 12+ years of experience in Digital Marketing, including CRM Marketing.
• MBA degree preferred.
• 3+ years managing direct reports.
• Experience with CRM systems, including Adobe Campaign, Movable Ink, Attentive, Insider One.
• Team-first leader who can leverage data and technology to inspire the organization.
• An iterative thinker who can challenge the status quo via data.
• Process-orientation to enable scale.
• Consummate collaborator committed to communication excellence.
• Experience using CRM to drive ecommerce revenue through second and ongoing purchases, not just initial acquisition.

Responsibilities

• Own the CRM Loyalty strategy for Samsung.com, using owned channels (email, SMS, MMS, RCS, push) to drive incremental ecommerce revenue through second and ongoing purchases across the customer lifecycle.
• Direct the PPX (Post-Purchase Experience) CRM program as the primary lever for customer retention and loyalty, measuring success through customer lifetime value (CLV) and purchase frequency and breadth across product categories.
• Build and manage segmentation and lifecycle strategies that convert first-time buyers into repeat, cross-category Samsung customers, partnering with Data Science/Insights teams on 1:1 personalization and targeting.
• Develop and own a CLV-based measurement framework, benchmarking retention and repeat-purchase KPIs against targets and reporting results and recommendations to senior stakeholders.
• Bring AI capabilities to fruition within the CRM program — including automated decisioning, predictive next-best-action, and generative content — to deliver hyper-personalized experiences that deepen retention and loyalty at scale.
• Partner with eCommerce, Category Management, and Corporate Marketing to align loyalty and retention CRM strategy with ecommerce revenue goals across all product lines.
• Direct agency and vendor partnerships supporting PPX and loyalty CRM execution, setting scope, cadence, and performance accountability.
• Oversee end-to-end campaign production for loyalty and retention programs, including creative direction in accordance with brand guidance, structuring A/B tests, and post-campaign results reporting.
• Evaluate and recommend membership or rewards-based loyalty program strategies as a complement to CRM-driven retention efforts.
• Manage direct report(s) and oversee staffing, prioritization, and quality across loyalty and retention CRM programs.
• Champion continuous advancement of marketing automation, targeting, and personalization capabilities in partnership with development, design, and platform vendor teams to improve retention and lifetime value.
• Partner cross-functionally with Privacy & Legal, PR, CRM Governance, CRM Operations, creative agencies, and Reporting/BI teams.

Skills

CRM marketing strategy

Team leadership

Data-driven decision making

Cross-functional collaboration

Education

Bachelor's degree in Marketing or related field

MBA preferred

Tools

Adobe Campaign

Movable Ink

Attentive

Insider One

Job description

Samsung Electronics America seeks a Director, CRM Loyalty to own the strategy, governance, and measurement of CRM-driven loyalty across Samsung.com. You will lead segmentation, lifecycle, and 1:1 personalization efforts to drive repeat purchases and increase customer lifetime value.

You will oversee the PPX CRM program, set KPIs, collaborate with Ecommerce and Marketing teams, and champion AI-powered optimization to scale loyalty initiatives and revenue across product categories.