Please direct your responses to: brichards@us-buxton.com
Please fwd your response to brichards@us-buxton.com
Position: Director of Customer Engagement
Position type: FTE
Location: Modesto, CA
Non-local candidates: open to consider with relocation option
Interview process: Phone interviews followed by an in-person meeting
Description:
* The Director of Customer Engagement is responsible for strategically focusing on growing sales and shopper loyalty through a disciplined *customer-first* marketing
approach.
* This position improves our relevance to our customers achieved through a best-in-class Customer Engagement marketing program, and a *shopper-first* promotions strategy,
focused on strategic sales events and stealth marketing.
* The Director of Customer Engagement partners with the Executive Director of Marketing to define the loyalty marketing strategy and ongoing shopper marketing plans for the
organization.
* This position will *evangelize* and educate our Customer Experience and Customer Solutions (merchandising) teams on what a customer-first marketing approach means to
our business.
* In addition, this position partners with a broad cross-functional team to execute customer-first marketing and merchandising/event platforms, solution/category plans and
sales promotions at the banner and store level.
Requirement:
Key Responsibilities Accountability:
* Implements and manages the ongoing Customer Engagement program for the company; leads an ongoing cross-functional team, including IT, Customer Experience,
Customer Solutions, Marketing, Training/HR and Loss Prevention on ongoing enhancements, best practices and continuous improvement.
* "Owns" the customer-first focus for Customer Engagement, and leads all efforts to develop, nurture and grow this program to drive incremental sales and loyalty.
* Partners with the Executive Director of Marketing to develop strategies and tactics for Customer Engagement; ensures all program enhancements are on-strategy for each
conventional banner and fulfills upon our company mission.
* Establishes the measures of success for the Customer Engagement program and partners with business analytics on ongoing ROI/success measures.
* Manages and directs analyst support for the Customer Engagement program; drives the ongoing customer segmentation modeling for the program; utilizes a blend of data
analysis, marketing insight and consumer-centric knowledge. Leverages these data sets for ongoing evaluation and refinement of the plans; recommends program enhancements
based on trend analysis to Marketing and Customer Solutions teams.
* Independently manages the day-to-day program marketing needs; leads a weekly Customer Engagement cross-functional team meeting; prepares quarterly updates for
Stewardship team.
* Establishes a "shopper-first" marketing approach to promotion planning, where the customer is at the center; drives a shopper-centric promotion planning approach based on
insights/facts.
* In partnership with Executive Director of Marketing and Director of Advertising and Marketing, establishes and nurtures a second, major proprietary multi-week, multi-
department signature Sales Event, revisits and enhances the signature Annual event, improving our shopper-centric approach while maintaining
sales/vendor engagement.
* Manages the development of Annual Shopper marketing/promotion plans. Ensure vendor support plans, marketing execution and in-store plans are consumer-focused and/or
appropriately integrated with the loyalty program.
* Partners with Customer Solutions teams and Executive Director of Merchandising Strategies on vendor promotional strategies, ensuring that all vendor support is customer-
centric and relevant/appropriate for each market/banner.
* Partners with Executive Director of Marketing and Director of Advertising and Marketing on campaign support and digital marketing integration for shopper and loyalty
marketing programs.
* Balances immediate short-term projects with longer-term planning requirements for Customer Engagement.
* Leverages past experiences (CPG, retail, etc.) to proactively self-educate around retail and marketing industry trends/best practices to identify opportunities that are
consistent with, and reinforce, client���s brand and have strong market potential.
* Partners with Executive Director of Marketing and Executive Directors of Experience on stealth competitive blunting plans.
* Partners with Executive Director of Merchandising Strategy on consumer insights/analysis support; directs the analysis support for loyalty and shopper marketing programs
(internal and external).
* Oversees and directs marketing vendors responsible for loyalty program.
* Performs other duties as assigned.
Requirements:
Knowledge, Skills Abilities:
* Familiarity with data analysis and ability to direct an analyst
* CRM and/or direct response marketing experience leveraging analysis and delivering ROI
* Proven track record of working collaboratively with internal partners to deliver results
* A strong influencer who can partner with key stakeholders to educate on consumer-first marketing
* Self-motivated individual with the ability to function in a sometimes ambiguous environment with a new and emerging area
* Excellent communication (written and verbal) skills that can be effectively articulated across a diverse audience base
* A learner and thinker who can act decisively and independently
* Strong computer skills, including Microsoft Word, Excel, and PowerPoint
Education:
* Four year college degree (or equivalent knowledge gained through formal education, specialized training, or additional job experience).
Experience:
* Eight years of relevant experience with an emphasis on shopper, loyalty, CRM, database marketing and/or consumer insights;
* Five years cross-functional leadership experience
Other:
* Some travel required
Position: Director of Customer Engagement
Position type: FTE
Location: Modesto, CA
Non-local candidates: open to consider with relocation option
Interview process: Phone interviews followed by an in-person meeting
Description:
* The Director of Customer Engagement is responsible for strategically focusing on growing sales and shopper loyalty through a disciplined *customer-first* marketing
approach.
* This position improves our relevance to our customers achieved through a best-in-class Customer Engagement marketing program, and a *shopper-first* promotions strategy,
focused on strategic sales events and stealth marketing.
* The Director of Customer Engagement partners with the Executive Director of Marketing to define the loyalty marketing strategy and ongoing shopper marketing plans for the
organization.
* This position will *evangelize* and educate our Customer Experience and Customer Solutions (merchandising) teams on what a customer-first marketing approach means to
our business.
* In addition, this position partners with a broad cross-functional team to execute customer-first marketing and merchandising/event platforms, solution/category plans and
sales promotions at the banner and store level.
Requirement:
Key Responsibilities Accountability:
* Implements and manages the ongoing Customer Engagement program for the company; leads an ongoing cross-functional team, including IT, Customer Experience,
Customer Solutions, Marketing, Training/HR and Loss Prevention on ongoing enhancements, best practices and continuous improvement.
* "Owns" the customer-first focus for Customer Engagement, and leads all efforts to develop, nurture and grow this program to drive incremental sales and loyalty.
* Partners with the Executive Director of Marketing to develop strategies and tactics for Customer Engagement; ensures all program enhancements are on-strategy for each
conventional banner and fulfills upon our company mission.
* Establishes the measures of success for the Customer Engagement program and partners with business analytics on ongoing ROI/success measures.
* Manages and directs analyst support for the Customer Engagement program; drives the ongoing customer segmentation modeling for the program; utilizes a blend of data
analysis, marketing insight and consumer-centric knowledge. Leverages these data sets for ongoing evaluation and refinement of the plans; recommends program enhancements
based on trend analysis to Marketing and Customer Solutions teams.
* Independently manages the day-to-day program marketing needs; leads a weekly Customer Engagement cross-functional team meeting; prepares quarterly updates for
Stewardship team.
* Establishes a "shopper-first" marketing approach to promotion planning, where the customer is at the center; drives a shopper-centric promotion planning approach based on
insights/facts.
* In partnership with Executive Director of Marketing and Director of Advertising and Marketing, establishes and nurtures a second, major proprietary multi-week, multi-
department signature Sales Event, revisits and enhances the signature Annual event, improving our shopper-centric approach while maintaining
sales/vendor engagement.
* Manages the development of Annual Shopper marketing/promotion plans. Ensure vendor support plans, marketing execution and in-store plans are consumer-focused and/or
appropriately integrated with the loyalty program.
* Partners with Customer Solutions teams and Executive Director of Merchandising Strategies on vendor promotional strategies, ensuring that all vendor support is customer-
centric and relevant/appropriate for each market/banner.
* Partners with Executive Director of Marketing and Director of Advertising and Marketing on campaign support and digital marketing integration for shopper and loyalty
marketing programs.
* Balances immediate short-term projects with longer-term planning requirements for Customer Engagement.
* Leverages past experiences (CPG, retail, etc.) to proactively self-educate around retail and marketing industry trends/best practices to identify opportunities that are
consistent with, and reinforce, client���s brand and have strong market potential.
* Partners with Executive Director of Marketing and Executive Directors of Experience on stealth competitive blunting plans.
* Partners with Executive Director of Merchandising Strategy on consumer insights/analysis support; directs the analysis support for loyalty and shopper marketing programs
(internal and external).
* Oversees and directs marketing vendors responsible for loyalty program.
* Performs other duties as assigned.
Requirements:
Knowledge, Skills Abilities:
* Familiarity with data analysis and ability to direct an analyst
* CRM and/or direct response marketing experience leveraging analysis and delivering ROI
* Proven track record of working collaboratively with internal partners to deliver results
* A strong influencer who can partner with key stakeholders to educate on consumer-first marketing
* Self-motivated individual with the ability to function in a sometimes ambiguous environment with a new and emerging area
* Excellent communication (written and verbal) skills that can be effectively articulated across a diverse audience base
* A learner and thinker who can act decisively and independently
* Strong computer skills, including Microsoft Word, Excel, and PowerPoint
Education:
* Four year college degree (or equivalent knowledge gained through formal education, specialized training, or additional job experience).
Experience:
* Eight years of relevant experience with an emphasis on shopper, loyalty, CRM, database marketing and/or consumer insights;
* Five years cross-functional leadership experience
Other:
* Some travel required
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