Director of CRM |
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- Location: Cambridge, MA
- Category: Hospitality/Restaurant
- Posted: 33 days ago
Job Description:
Reporting directly to the Chief Marketing Officer, the Director of CRM will be responsible for the strategy, definition, and implementation of initiatives that generate new revenue and enhance existing revenue streams within the membership in alignment with the overall business objectives, as well as for developing an unparalleled sense of community among Zipcar members.
The Director of CRM will have lifetime value (LTV) and revenue per member goals and be responsible for creating a strategic roadmap, plan, and tactics in order to meet these goals. She/he will leverage the marketing database and customer segmentation to build detailed business cases in order to execute on the defined road-map and strategies, develop enterprise projects that impact her/his area.
The Director of CRM will also have goals relating to the development of the community of Zipsters such as social media followers, activity related to key partnerships, affinity programs and/or referrals.
This individual must partner with an internal cross functional team comprising engineering, operations, member experience and finance/analytics to accomplish business objectives. She/he will routinely work with and present strategies, plans & tactics to senior management.
This position is responsible for tracking and sharing commerce/community best practices to make recommendations and decisions on future products and services for the membership. The director will thoroughly understand and track key business measurements that directly impact her/his area of ownership and manage the day-to-day operations of their area; including customer segmentation, site enhancements, offers, loyalty, etc. She/he will actively monitor and identify areas of potential improvement, and prioritize decisions based on ROI that will directly impact member LTV.
Responsibilities include but are not limited to the following:
Leverage the marketing database and customer segmentation to identify, attract and retain most profitable customers
Utilize the marketing database to identifying strategic opportunities to increase annual revenue per member and long-term customer lifetime value.
Lead member marketing and a cross-functional team to develop and execute upon a defined road-map and strategies
Fostering an unparalleled sense of community:
Evaluate the potential of loyalty/top customer programs to increase revenue per member and customer lifetime value
Affinity partnerships that bring incremental value to the Zipcar membershipIdentify partnerships and programs with benefits that enhance member desire to retain their relationship with Zipcar
Members should feel a sense of responsibility (e.g., follow the six simple rules), to ensure a positive experience for all members
Help increase net promoter score
Members should want to invite others to become Zipcar member and choose to engage in activities with other members
Partner with an internal cross functional team comprised of engineering, member experience and finance/analytics
The successful candidate must have the following experience, skills, and education:
A seasoned executive with a sophisticated approach to motivating employees and peers; demonstrated ability to serve as a trusted advisor and strong and collaborative leader
Articulate, strategic, and pragmatic problem-solver with ability to excel in a fast-paced, team-oriented environment
Strong track record of building partnerships with both internal cross-functional teams and outside agencies
Prior experience with direct ownership and planning responsibility for a P&L
eCommerce and/or database marketing experience a plus
7+ years B2C & B2B marketing experience, preferably in a membership-based business
Strategy consulting experience with a top tier firm is a strong plus
Bachelor's Degree Required
MBA Preferred
Ability to influence across functions without direct reporting lines
Outstanding organizing and leadership skills
Successful in analyzing and measuring tangible results based on business objectives; comfortable being measured on annual and quarterly targets and goals
Pragmatic problem-solver with ability to excel in a fast-paced, team-oriented environment
If you would like to apply for this role then please follow the link: https://usjobs-zipcar.icims.com/jobs/1493/job
As a member of the Zipcar Team you will receive:
Competitive Compensation
Superior Benefits Package
Free Membership
Discounts on services, products and much more
The Director of CRM will have lifetime value (LTV) and revenue per member goals and be responsible for creating a strategic roadmap, plan, and tactics in order to meet these goals. She/he will leverage the marketing database and customer segmentation to build detailed business cases in order to execute on the defined road-map and strategies, develop enterprise projects that impact her/his area.
The Director of CRM will also have goals relating to the development of the community of Zipsters such as social media followers, activity related to key partnerships, affinity programs and/or referrals.
This individual must partner with an internal cross functional team comprising engineering, operations, member experience and finance/analytics to accomplish business objectives. She/he will routinely work with and present strategies, plans & tactics to senior management.
This position is responsible for tracking and sharing commerce/community best practices to make recommendations and decisions on future products and services for the membership. The director will thoroughly understand and track key business measurements that directly impact her/his area of ownership and manage the day-to-day operations of their area; including customer segmentation, site enhancements, offers, loyalty, etc. She/he will actively monitor and identify areas of potential improvement, and prioritize decisions based on ROI that will directly impact member LTV.
Responsibilities include but are not limited to the following:
Leverage the marketing database and customer segmentation to identify, attract and retain most profitable customers
Utilize the marketing database to identifying strategic opportunities to increase annual revenue per member and long-term customer lifetime value.
Lead member marketing and a cross-functional team to develop and execute upon a defined road-map and strategies
Fostering an unparalleled sense of community:
Evaluate the potential of loyalty/top customer programs to increase revenue per member and customer lifetime value
Affinity partnerships that bring incremental value to the Zipcar membershipIdentify partnerships and programs with benefits that enhance member desire to retain their relationship with Zipcar
Members should feel a sense of responsibility (e.g., follow the six simple rules), to ensure a positive experience for all members
Help increase net promoter score
Members should want to invite others to become Zipcar member and choose to engage in activities with other members
Partner with an internal cross functional team comprised of engineering, member experience and finance/analytics
The successful candidate must have the following experience, skills, and education:
A seasoned executive with a sophisticated approach to motivating employees and peers; demonstrated ability to serve as a trusted advisor and strong and collaborative leader
Articulate, strategic, and pragmatic problem-solver with ability to excel in a fast-paced, team-oriented environment
Strong track record of building partnerships with both internal cross-functional teams and outside agencies
Prior experience with direct ownership and planning responsibility for a P&L
eCommerce and/or database marketing experience a plus
7+ years B2C & B2B marketing experience, preferably in a membership-based business
Strategy consulting experience with a top tier firm is a strong plus
Bachelor's Degree Required
MBA Preferred
Ability to influence across functions without direct reporting lines
Outstanding organizing and leadership skills
Successful in analyzing and measuring tangible results based on business objectives; comfortable being measured on annual and quarterly targets and goals
Pragmatic problem-solver with ability to excel in a fast-paced, team-oriented environment
If you would like to apply for this role then please follow the link: https://usjobs-zipcar.icims.com/jobs/1493/job
As a member of the Zipcar Team you will receive:
Competitive Compensation
Superior Benefits Package
Free Membership
Discounts on services, products and much more
About the Company:
Zipcar, the world’s largest car-sharing company, is looking to add new talent to our team.
Today, Zipcar provides hundreds of thousands of people with a viable alternative to traditional car ownership, saving them money, time and headaches. Around the world—from coast to coast, across Canada, the UK, and college campuses in between—people are making the decision to live car free and enjoying the convenience and environmental benefits of having “wheels when you want themâ€.
As we continue to grow our operations, we are looking for talented, passionate people with great ideas to join the family. We aim to create an environment that is supportive, diverse, and as fun as our brand. If you’re results-oriented, dedicated, and ready to contribute to an unparalleled member experience for our community of Zipsters, we encourage you to apply.
To learn more about Zipcar, what we do, and how we do it, visit zipcar.com. For further employment opportunities, visit zipcar.com/about