Director of Global Customer Relationship Management

hace 1 día

Barcelona, Barcelona, España Hewlett-Packard A tiempo completo
Job Description

Job Title: Director of Global Customer Relationship Management

Company: Hewlett-Packard

Location: Global

Job Type: Full-time

Job Category: Marketing and Sales

Job Summary

The Director of Global Customer Relationship Management is responsible for developing and implementing strategies to acquire and retain customers, and to optimize customer loyalty, retention, and satisfaction. This role oversees the design, execution, and analysis of customer relationship management campaigns and programs across multiple channels and platforms.

Key Responsibilities
  • Lead the Global CRM team and manage the day-to-day operations of CRM activities.
  • Define and monitor CRM key performance indicators (KPIs) and metrics, such as customer lifetime value, retention rate, churn rate, and net promoter score.
  • Develop and implement CRM strategies and best practices to acquire and retain customers, and to increase customer loyalty, retention, and satisfaction.
  • Design, execute, and evaluate customer relationship management campaigns and programs across multiple channels and platforms, such as email, SMS, push notifications, web, and mobile.
  • Segment and target customers based on their behavior, preferences, and needs, and deliver personalized and relevant messages and offers.
  • Test and optimize customer relationship management campaigns and programs to improve performance and return on investment (ROI).
  • Analyze and report on the impact and effectiveness of customer relationship management campaigns and programs – provide insights and recommendations for improvement.
  • Collaborate with other departments, such as marketing, sales, product, and analytics, to ensure alignment and integration of CRM goals and initiatives.
  • Stay updated on the latest trends and best practices in customer relationship management and customer loyalty.
Qualifications
  • Bachelor's degree in marketing, business, or related field. Master's preferred.
  • Minimum 10+ years of experience in CRM, customer loyalty, or retention marketing.
  • Strong depth in analytics and ROI optimization of CRM programs.
  • Proven track record of developing and implementing successful CRM strategies and campaigns.
  • Strong knowledge of CRM tools and platforms, such as Salesforce, HubSpot, etc.
  • Strength in data analysis and reporting, and familiar with CRM metrics and KPIs.
  • Excellent communication, presentation, and leadership skills.
  • Ability to work in a fast-paced and dynamic environment.
  • Customer-centric and results-oriented mindset.
Compensation

The base pay range for this role is $146,650 to $234,600 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

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