Director, CRM

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

The purpose of the Director CRM position is to direct the governance of the SEA CRM COE by 1) establishing CRM best practices for business stakeholders and ensuring compliance 2) setting and monitoring CRM program targets 3) driving CRM file retention & growth practices across email, SMS, Push and other channels 4) facilitating resolution when competing goals create inter-divisional conflicts within CRM (i.e. audience prioritization).

Role & Responsibilities

• Oversee CRM Governance team responsible for ensuring coordinated CRM campaigns across SEA that are compliant with standards and protocols. Publish playbooks and organize regular workshops focused on providing program performance updates and roadmaps.

• Drive CRM file retention and growth across established and new marketing channels. Identify new opportunities for reaching current and future Samsung owners for DTC communications.

• Conceive and facilitate initiatives to improve CRM performance, including use of Ai for automated decisioning, content generation, and campaign auditing.

• Bring thought-leadership based on deep analysis of the SEA CRM program as well as a thorough understanding of industry trends and best practices. Develop educational topics and presentations to share with Marketing leadership.

• Set expectations for annual CRM targets with business teams, and provide guidance and suggestions for closing gaps when targets are at risk of being missed.

• Establish key criteria for determining "Best Practices" and ensure proper testing methodology is used when documenting results.

• Identify new opportunities for B2B CRM to develop and/or grow key customer segments. Add a B2B CRM Playbook to the current B2C version. Create a new B2B CRM COE, including governance council, target setting, and planning process.

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

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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

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 SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.