Director of CRM

The Director of CRM Marketing will be a critical member of the Marketing team, reporting to the Vice President of Customer Marketing. He/she will manage the strategy and team responsible for managing all aspects of the customer lifecycle including activating and engaging customers, with the ultimate goal of driving revenue from and building loyalty among our existing customer base. This role is perfect for the person who thrives on balancing strategy, creativity and analytics to delight our customers and view our activities through a customer-centric lens. This person will also help define the infrastructure and resources needed to help us test, measure and optimize our communication efforts across channels.

Responsibilities:

• Develop the strategy and overseeing flawless execution of customer segmentation and effective contact strategy against our existing customer base. Must be knowledgeable in all aspects of direct marketing, both email and direct mail.
• Drive the appropriate engagement metrics in addition to achieving revenue goals from our existing customer base.
• Drive strategy to migrate customers through the customer lifecycle.
• Develop customer loyalty programs to encourage repeat purchases and word-of-mouth.
• Promotional strategy, forecasting, execution and optimization in collaboration with acquisition and go-to-market consumer marketing teams; campaign management strategy and execution.
• CRM infrastructure development, driving business requirements with cross-functional team to ensure team has tools to make smart decisions and deploy effective programs.
• Drive the budget based on results; deliver on time and on budget.
• Build, lead and motivate a team to deliver against goal and drive gap closure when necessary with the appropriate sense of urgency and focus

Metrics:

• Revenue from existing customers
• Engagement by segment
• Funnel conversion moving customers through the lifecycle
• LTV by segment

This critical position will oversee the following activities:

• Augment the existing segmentation to drive customers from early lifecycle to loyal customers
• Create a contact strategy by segment
• Develop and implement a campaign management approach to drive higher engagement and retention
• Determine print mailer/catalog circulation planning and execution
• Test and develop new CRM marketing and promotional programs that are integrated with online and other marketing efforts to aggressively drive sales and maximize lifetime value
• Lead the team in analyzing campaigns and providing campaign insights

This position supervises a team that includes engagement and loyalty segment managers, promotions and email services. He/she will also work closely with the company’s database engineers, product marketing and customer insights teams.

Qualifications:

• Minimum 12+ years relevant CRM/direct consumer marketing experience
• BA/BS degree in math, finance information systems or related quantitative field-MBA preferred
• Experience identifying the need, developing the specification and managing the migration to new CRM tools and platform
• Demonstrated leadership experience and results managing high performing teams
• Track record of making an impact on business results
• Demonstrated experience with results utilizing campaign management, data query tools such as Brio, Epiphany, Cognos, MicroSmart or MicroStrategy
• Highly developed analytical skills that will guide strategy development
• Ability to succeed in a fast paced, entrepreneurial environment
• Exceptional analytical, organizational and interpersonal skills
• Outstanding verbal and written communication skills
• Exceptional attention to detail

Our employees at Shutterfly are passionate and possess the deeply held belief that a team working for a cause will reach and benefit millions of people. We are looking for those rare individuals who share our passion about building a great company while delighting our customers, partners and fellow employees.
Shutterfly offers many perks and benefits beyond salary. We offer 401K, 10 Company Paid Holidays as well as 15 PTO days per year – and your birthday is a paid day off! We provide Medical, Dental, and Vision as well as Life Insurance, Short & Long Term Disability, and an Employee Assistance Program. We keep a fun and casual environment at Shutterfly. Free drinks and cheap snacks are always available. We have walking and biking trails all right outside the front door. We have the excitement of the dotcom era and the stability of an established, profitable company. We are easy to find off 101 on the peninsula, half way between San Francisco and San Jose in Redwood Shores, right next to Oracle. Shutterfly is an equal opportunity employer.

When submitting your resume to jobs@shutterfly.com please add the following to subject line: Director of CRM - 1072

No Phone Calls Please.

Please forward all resumes to jobs@shutterfly.com.