Director, CRM Loyalty - Plano, TX (Onsite)

Samsung Electronics America, Inc.; 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

Position Summary

Position Summary This role is not eligible for immigration sponsorship. Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States. For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting‑edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better. As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

Role & Responsibilities The purpose of the Director, CRM Loyalty position is to own the strategy, governance, and measurement of CRM‑driven customer retention and loyalty programs across Samsung.com. This role is responsible for using CRM — and the Post‑Purchase Experience (PPX) CRM program specifically — to grow ecommerce revenue through second and ongoing purchases, deepen customer lifetime value (CLV), and build loyalty across all Samsung product categories.

• 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 and Qualifications

Minimum Qualifications

• Bachelor's degree with 12+ years of experience in Digital Marketing, including CRM Marketing (campaign strategy, segmentation and performance management)
• 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
• Experience with PPX (Post‑Purchase Experience) CRM programs to drive customer retention and loyalty, as measured by customer lifetime value (CLV) and purchases across product categories

Preferred Qualifications

• Experience with membership or rewards‑based loyalty programs is a plus #LI-MR1

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

Regular full‑time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full‑time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

Culture

At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or [e-mail] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

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About Samsung Electronics

Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at (https://news.samsung.com/global/).