CRM Program Director

Carat Fusion uses accountable, direct and digital media to build engagement between brands and consumers. This starts by understanding the changing ways consumers think, interact and behave. The ultimate goal is to develop marketing solutions that are compelling, unexpected, measurable and worth it. Headquartered in San Francisco, Carat Fusion has four additional offices in Boston, Chicago, Los Angeles and New York and employs over 200 marketing specialists. Carat Fusion offers a wide range of services including creative development, media planning and buying, consumer insight, data intelligence, direct response marketing, search marketing, web development, customer relationship marketing and affiliate and performance marketing. Carat Fusion is also a part of Isobar, Aegis? global network of digital companies.

 

 OVERAL PURPOSE

 

The CRM Program Director holds primary responsibility for independently leading clients? day-to-day programs as it relates to strategy, management, design and execution within the context of a broader CRM strategy.  This requires a strategic, integrated marketer who is comfortable partnering with capabilities and concepts across a wide range of disciplines ranging from database marketing, technology, data management, analytics, research, creative design and production. You?ll lead the collaboration of these teams by ensuring they have a detailed context of your clients? objectives, requirements and expectations and then partner with them to ensure the successful deliver of best-in-class programs.

 

In doing so, you?ll help to establish Carat Fusion as a world-class integrated marketing services organization, leveraging all forms of online and offline direct marketing, sales and service tactics.  You?ll deploy these programs consistent with CRM best practices through integrated demand generation, lead nurture and customer lifecycle management programs.

 

 

KEY AREAS OF RESPONSIBILITY:

 Independently lead a team of topical experts to define, design and implement CRM programs that are supportive of your client?s broader CRM roadmap and objectivesContribute to development of a phased roadmap for clients? evolution toward an increasingly powerful enterprise approach to managing customer valueLead the integrated planning, development and delivery of multi-disciplinary teams across Data Intelligence, Consumer Insights, Enabling Technologies, Creative and Account ManagementDevelop, document and maintain a consistent understanding of the functional and operational requirements needed to support each program?s executionModel/forecast anticipated financial performance of proposed approaches and programsDevelop testing, monitoring and measurement strategies design to determine your program?s incremental impact on client?s key performance indicatorsDirect ongoing client relationships in a manner that exceed expectations and strengthen their overall confidence in the broader Carat Fusion organizationUnderstand the breadth and value of Carat?s supporting service offerings and incorporate them into your program plans and tactics where appropriateSource, lead and supervise partnerships with external resources as neededPlay an active role in new business development through direct leadership, participation or support ? requiring both written contributions and in-person presentationsPartner with the VP, CRM or a Sr. Engagement Director to develop formal processes and methodologies for engaging with clients on various CRM initiativesDevelop case studies of Carat Fusion?s successful programsManage all financials related to your client accounts ? staffing cost, revenue forecasting and inputs to internal accounting systemsEducate internal staff on CRM related strategy and a management conceptsProvide support, coaching, and training to other staff membersCreate staff development plans for direct reports, provide frequent feedback as well as more formal annual performance evaluations

 

QUALIFICATIONS:

 Bachelors degree in marketing, statistics, mathematics, technology or economics: MBA or an advanced degree strongly preferred8-10 years of advancing responsibility within multi-channel direct marketing roles with a strong emphasis on B2B organizations4-6 years of hands-on experience in management consulting or CRM consultingIn-depth knowledge of CRM disciplines including primary research, customer segmentation, database marketing, sales team management, contact design and management, data management/analytics, technical enablement and customer care

? Experience driving the design and enablement of integrate marketing and sales strategies across all stages of the customer lifecycle - from demand generation to new customer on-boarding, growth, retention and win back

? Successful management and direction of high performance teams ranging from 4-10 individuals focused on businesses analysis, strategic planning, data analytics, technology audits, multi-channel marketing/sales and performance optimization Demonstrated experience in leading/participating in cross-functional teams both within an agency/consulting environment as well as within client organizationsComfort independently leading and managing senior client relationships at the executive level (VP, SVP, CMO)Experienced negotiator with and supervising 3rd partiesStrategic/creative thinker with strong marketing and analytical skillsExperience partnering with internal sales and responding to ?Requests for Proposal?Possession of excellent written, oral communication and presentation skillsOther character/personality traits required include intellectual curiosity, responsibility, determination, creativity, flexibility, drive, and self-confidence