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Walmart Canada · 2 months ago

(USA) Director, Digital Media- CRM & Lifecycle

San Bruno, CA

Full-time

Onsite

Director/Executive

$143K/yr - $286K/yr

6+ years exp

Walmart Canada is seeking a Director for CRM & Lifecycle to enhance their Marketing organization. The role focuses on developing a robust CRM program to drive customer engagement and contribute to product platform development, ultimately increasing customer lifetime value.

DeliveryRetailShopping

Responsibilities

Be a thought leader in, and strong contributor to, the vision of building a world-class CRM function with the Customer as the central focus of our strategies, and technology as the tool to achieve our vision for ultra-personalization

Develop a multi-quarter, omni-channel CRM Lifecycle strategy to increase the engagement of our customer base through a variety of customer programs

Define and translate business objectives into technology requirements ensuring CRM systems - data pipelines, orchestration tools, predictive models and AI capabilities for content generation - align with enterprise marketing goals

Partner with Marketing and Product stakeholders to identify high-value use cases for Generative AI (e.g., hyper-personalized campaigns, automated creative production, conversational customer engagement)

Collaborate with Enterprise AI, Data Science, and Technology teams to ensure CRM strategies leverage the latest AI and data innovations

Establish, report on, and improve KPIs for customer campaigns, programs and segments - regularly communicate the progress to executives and senior leaders

Work with our deployment and operations partners / agency to build and launch complex automated – and AI-powered autonomous – campaigns using internal and external tools

Document learnings from experiments and live campaigns to build a CRM Best Practices Playbook that can be used as a reference by every part of the business

Qualification

CRM strategy developmentCustomer engagementData analysisGenerative AI use casesProject managementOrganizational agilityCommunication skillsProblem-solving skillsTeam leadership

Required

BA/BS degree or equivalent practical experience

Minimum of 10+ years experience in customer marketing, customer communications, or customer engagement space

Previous people management / team lead experience required

Excellent project management, problem-solving and communication skills with the ability to balance rigorous attention to detail with swift execution

Goal oriented with the ability to move quickly and easily between high level strategy and rolling-up-sleeves for execution

Analytical mindset, experience working directly with data science, product and engineering teams

Good organization agility to work effectively across functions and multiple lines of business in a global organization

Bachelor's degree in Marketing, Business, or related field and 6 years' experience in marketing or related field OR 8 years' experience in marketing or related field

3 years' supervisory experience

Preferred

Experience in CRM, Retention, Loyalty or Engagement Marketing preferred

Digital marketing (for example, affiliate marketing, display advertising)

Leading a cross-functional team

Benefits

Health benefits include medical, vision and dental coverage.

Financial benefits include 401(k), stock purchase and company-paid life insurance.

Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.

Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.