Education: 

• Bachelor's degree in Marketing, Communications, Business or related field 

Work Experiences:  

• 5 years of experience in CRM, Marketing Strategy, Loyalty 
• 3-5 years' experience managing large and complex retention marketing campaigns across owned channels (email, SMS/MMS, app push, and direct mail) 
• Experience developing advanced CRM strategies, building customer experiences and journeys across multiple channels, and devising content and solutions tailored to address customer opportunities 
• Experience analyzing data and creating insights that translate into customer strategy 
• Experience managing complex projects from conceptualization to completion  
• Experience managing people and developing and leading a strong and effective team 
• Retail experience a plus 

Skills:  

• Strategic thinker, leader, and problem solver with a demonstrated ability to design, plan, execute, and deliver results for complex, cross-functional projects 
• Proven track record of building and sustaining relationships across all functions and levels in an organization to ensure seamless partnership and execution 
• Ability to get into the details while maintaining 30,000 foot view of the strategic goals of the organization 
• Experience collaborating and communicating with senior leadership; executive presentation skills a must 
• Exceptional analytical and problem-solving skills
• Strong organizational skills with ability to manage multiple projects under tight deadline constraints 
• Intellectual curiosity and the ability to navigate ambiguity and complexity 
• Ability to maintain a high level of autonomy 
• Excellent verbal and written communication skills; ability to simplify complex topics for broad business and technical audiences; comfort presenting and communicating to a wide range of audiences in both formal and informal settings 
• Strong leadership and team development skills 
• Ability to effectively lead a team and prioritize team workload in a high-energy and collaborative environment 

Responsibilities:  

• Develop strategies for lifecycle, triggered, and personalized customer facing owned channel communication using segmentation and predictive modeling to drive personalization, customer engagement and relevancy 
• Lead/manage the current and future portfolio of customer related initiatives in support of our customer roadmap 
• Drive cross-functional collaboration across the Customer Operating Team to ensure the advancement of customer strategies and objectives 
• Manage implementation of winning strategies from agile POD team 
• Create and manage customer program updates (i.e., CRM measurement tracking, Customer Quarterly Business Reviews) 
• Lead all phases of CRM engagements including goal setting, campaign planning/testing, launch strategy, and ongoing marketing optimization 
• Consistently measure, monitor, evaluate, and refine 1:1/CRM programs to maximize incremental revenue and profit 
• Develop a thorough understanding of and follow Academy policies, procedures and safety rules 
• Responsibilities may change; team member may be required to perform other tasks as assigned 

Physical Requirements & Attendance: 

• Acceptable level of hearing and vision to perform job duties 
• Adhere to company work hours, policies, procedures and rules governing professional staff behavior 
• Regular attendance required