Director, CRM and Lifecycle Marketing

Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We push beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays.

People | Excellence | Change | Integrity | Co-prosperity

Job Description

Samsung’s Mobile eXperience (MX) business spans a complex portfolio of innovative products and services across Smartphone, Tablet, PC, Smartwatch, Buds, Smart Ring, Samsung Health, Samsung Wallet and more – all powered by the groundbreaking Galaxy AI technology.

We are on a mission to change the game in the US, boldly positioning Samsung as a desired, culturally relevant brand within the mobile category. You are a change agent who will help bring this ambition to life, navigating complexity, organizational nuances and always striving to make things better and push the boundaries of what’s possible.

We’re looking for a Head of CRM and Lifecycle Marketing to deliver the next phase of Samsung’s Mobile business and customer lifetime value growth in the US. Director of CRM and Lifecycle Marketing will build and execute a comprehensive strategy and plans to engage current and future customers throughout their journey with us (from acquisition to retention and advocacy) and across the entire Mobile portfolio of products and services. The leader will leverage performance analytics and learnings to create an effective end-to-end journey throughout direct to consumer touchpoints, including email, push notification, digital marketing – driving E-commerce site traffic and conversion, customer base retention and loyalty, and long-term brand health. This includes product launches, sustain phases, key seasonal/gifting moments, and always-on engagement.

This is a critical role that requires superior understanding of audience segmentation and management, data analysis, content and creative strategy and planning, and agility to balance mid-/long-term strategy with short-term campaigns and goals.

Role And Responsibilities

You will lead a team of CRM managers and external agency partners to plan, execute and analyze campaigns and programs, and will build the future Lifecycle Marketing organization.

The leader will partner with other Marketing experts (Research and Insights, Creative, Media, Partner Marketing) and cross-functional partners (Product Management, E-commerce, Sales).

Key Responsibilities

CRM and Lifecycle Marketing Strategic Planning & Growth Roadmap

• Define and own the customer lifecycle and CRM strategy to acquire new customers and improve retention and loyalty of existing ones
• Develop and execute a new approach to move from pure acquisition to building loyalty and advocacy
• Develop a cohesive customer journey inclusive of audience segments, purchase cycles, ecosystem communication (products & services) and key launches, seasonal campaigns, ongoing consumer touchpoints, education and engagement to build loyalty
• Build connection with all marketing touchpoints across owned, paid and earned channels to deliver the right message, to the right audience at the right time
  
  
  

CRM campaigns management, analysis and reporting

• Own overall marketing traffic to Samsung.com across all marketing channels, including weekly traffic and conversion targets.
• Lead team to define the target audience for individual campaigns designed to drive traffic to Samsung.com. Align with the central Data Science team to develop audience target lists, expand current audience reach, and ensure optimum usage of internal database and external list sources.
• Lead team to create campaign specific messaging strategy (images, messaging and comparative specifications) that map to each consumer segment and ensure clear value propositions
• Support Samsung.com CEJ development to ensure cohesion across CRM and Samsung.com touchpoints (Marketing Landing Pages, PDP)
• Collaborate with Data Science and agency teams to design reporting that supports analysis of program performance. Analyze performance and results and optimize campaigns based upon test and learn strategy
• Manage daily operations with agency partner(s) coordinating creative development, list selection, and execution of each campaign
  
  
  

New sources of growth

• Identify and evaluate new, innovative sources of growth across channels, and across acquisition and retention based on audience insights, results of current campaigns and programs, competitive analysis
• Build strong business case, justification and impact forecast across all Lifecycle initiatives
  
  
  

Team leadership and cross-functional collaboration

• Lead and grow internal team: provide strategic direction, guidance, feedback. Identify the right structure of the CRM and Lifecycle marketing team.
• Manage agency partners, including timelines, deliverables and budget to ensure flawless campaign execution. Analyze and recommend the right agency support model.
• Executive reporting and presentation: Prepare and present strategy and plans on a weekly/monthly/quarterly basis to executive leadership (CEO)
• Participate in Samsung’s CRM Governance Council for planning and coordination across all Samsung’s businesses including Mobile
• Ensure guidelines alignment, provide briefs and analysis for the Council review
• Establish strong relationships with global CRM counterparts
  
  
  

Qualifications

• Bachelor’s degree required; MBA preferred
• 12 years of Marketing experience with a strong focus on growth and lifecycle marketing, with a minimum of 7 years in a similar role
• 7 years of team and cross-functional leadership experience
• Track record of delivering impactful, innovative CRM, Growth and Customer Lifecycle strategies that resulted in business growth
• Experience effectively managing complex portfolios and audiences delivering business growth, preferably in a technology space
• Previous experience working with large scale first-party data is preferred
• Strong critical thinking with the ability to assess disparate pieces of information and create an insights-driven strategy and plans
• Ability to design data-driven technology solutions to create actionable information to answer business questions
• Experience managing multiple initiatives and/or launches simultaneously, working with many internal and external partners to ensure we are bringing our brand and products to life seamlessly and to the highest impact.
• Ability to translate consumer, competitive, cultural insights and internal data into opportunities, actionable strategies and specific activation plans that deliver customer engagement and business growth.
• Entrepreneurial spirit, excellent communication skills and ability to articulate complex strategies and concepts clearly and effectively to all levels of organization.
• Ability to operate in a very fast-paced environment, demonstrate an agile and adaptive mindset, capable of quickly responding to consumer, market and cultural opportunities – providing both organization leadership and creative guidance.
• High emotional intelligence that enables close working relationships with key leaders across remote teams globally and solving complex problems at scale and speed.
• Exceptional Power Point skills – ability to deliver a data-driven analysis and tell a clear, actionable story
• Innovative mindset and curiosity. Relentless drive and positivity.
  
  
  

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Skills And Qualifications

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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.

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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.