Director Data Driven Experience - DDX Activation & Operations

L'Oréal; Saint Petersburg (FL); On-site; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Director of Data Driven Experiences to lead CRM strategy and operations. This pivotal role involves maximizing customer lifetime value through innovative data-driven insights and personalized marketing campaigns. You will guide a high-performing team, ensuring alignment with business goals while fostering a culture of collaboration and growth. Join a dynamic environment where your expertise in CRM and leadership will drive impactful results and enhance customer engagement across multiple touchpoints. If you are passionate about data and customer experiences, this opportunity is perfect for you.

Qualifications

• 8+ years of experience in CRM strategy and execution.
• Deep understanding of CRM principles and best practices.
• Exceptional leadership skills and team building.

Responsibilities

• Lead and manage the DDX team to foster collaboration.
• Oversee execution of CRM campaigns and optimize results.
• Develop and manage the CRM budget for effective resource allocation.

Skills

CRM Strategy

Data Analysis

Email Marketing

Team Leadership

Campaign Management

Budget Management

Cross-Functional Collaboration

Education

Bachelor's degree in Marketing

MBA

Tools

Salesforce

Job description

Job Title: Director, Data Driven Experiences (DDX) Activation & Operations

Function: Digital Marketing

Supervisor Title: VP - Digital Customer Experience

Location: Saint Petersburg, FL

SalonCentric, a subsidiary of L’Oréal USA, is the premiere distributor of salon professional products in the United States. Through its hundreds of stores, national field sales force and sub-distribution network, SalonCentric promotes the finest professional beauty brands and educates stylists on the latest products and trends.

JOB SUMMARY:

The Director of DDX Activation & Operations is responsible for planning and executing the overall CRM strategy to maximize customer lifetime value across all touchpoints and design, implement and optimize systems and processes within CRM to ensure efficiency and alignment to business goals. This involves leveraging data-driven insights to personalize customer interactions, optimize marketing campaigns, and improve customer engagement. This role requires strong leadership to guide and mentor a high-performing CRM team, fostering a culture of innovation and collaboration.

ESSENTIAL DUTIES & RESPONSIBILITIES: (Include the following, other duties may be assigned)

• Lead and manage the DDX team: Provide guidance, mentorship, and performance management to a team of CRM specialists. Foster a culture of collaboration, feedback, transparency, growth and well-being.
• Campaign management: Oversee the execution of CRM campaigns, including email marketing, SMS campaigns, App Push notifications and other personalized communications. Monitor campaign performance and make adjustments as needed to optimize results.
• Cross-functional collaboration: Work closely with Data Driven Strategy (DDS), as well as cross-functional Digital Marketing, Digital Product, Sales and Customer Service, to ensure alignment and effective implementation of CRM initiatives, with a focus on process improvement and efficiency.
• Global + CDMO connectivity: Collaborate with Global and CDMO teams on implementation of global optimization and activation efforts, including trigger prioritization, template implementation, tool usage, adapted guidelines for processes including change management and overarching objective to streamline and optimize CRM communications.
• Campaign operations: Creating, adjusting and maintaining processes to ensure flawless but flexible execution, driving expenses down and increasing speed to market.
• Budget management: Develop and manage the CRM budget, ensuring efficient allocation of resources to achieve desired results.
• Vendor management: Manage external partners (e.g., Accenture) in campaign support, execution, and quality assurance.
• Stay up-to-date on industry best practices: Continuously research and evaluate emerging CRM trends, technologies, and best practices.

EXPERIENCE, COMPETENCIES & PHYSICAL REQUIREMENTS:

• Bachelor's degree in Marketing, Business, or a related field. MBA preferred.
• 8+ years of experience in CRM strategy and execution, preferably in a similar industry, with a demonstrated track record of successful team leadership
• Proven track record of developing and implementing successful CRM programs that drive measurable results
• Deep understanding of CRM principles, methodologies, and best practices
• Expertise in data analysis, segmentation, and personalization
• Experience with CRM platforms (e.g., Salesforce)
• Exceptional leadership skills, including mentoring, coaching, and team building
• Excellent communication, presentation, and interpersonal skills
• Travel required as needed

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

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