Senior Director, CRM & Personalization Strategy

The Aspen Group; Chicago, Northern (IL, KY); Hybrid; USD 200,000 - 225,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Job summary

The Aspen Group seeks a Senior Director of CRM to lead a large, cross-functional team and drive customer engagement across email, SMS, web, and call center channels. You will shape CRM strategy, champion personalization using AI and analytics, and partner with marketing, product, and technology teams.

With extensive CRM leadership, you will optimize communications, measure outcomes, manage budget, and elevate patient and customer retention across TAG’s brands and channels.

Qualifications

• Bachelors degree in Marketing, Business Administration or related field.
• Minimum 10 years in CRM or customer engagement with 5+ years in leadership.
• Proven CRM strategy development and execution in high-performance teams.
• Strong AI and data analytics application to personalization.

Responsibilities

• Develop CRM strategy aligned with business objectives.
• Lead and mentor a large CRM journey planning team.
• Oversee multi-channel customer communications (email, SMS, web, call center).
• Leverage AI/data analytics to personalize communications and drive conversions.
• Measure performance and optimize campaigns with experiments and feedback.
• Collaborate with marketing, product, tech, and regional teams.
• Oversee budget and resource allocation for CRM initiatives.
• Maintain Salesforce Marketing Cloud capabilities as a plus.

Skills

Strategic leadership

Customer engagement

Team management

AI & data analytics

Communication

Education

Bachelor’s degree in Marketing or related

Tools

Salesforce Marketing Cloud

Job description

The Aspen Group seeks a Senior Director of CRM to lead a large, cross-functional team and drive customer engagement across email, SMS, web, and call center channels. You will shape CRM strategy, champion personalization using AI and analytics, and partner with marketing, product, and technology teams.

With extensive CRM leadership, you will optimize communications, measure outcomes, manage budget, and elevate patient and customer retention across TAG’s brands and channels.