Senior Director, CRM and Loyalty

• Lead our enterprise customer relationship management and lead strategic efforts focused on the total customer journey.
• Manage the Marketing Strategy and Customer Analytics teams that are responsible for marketing emails, push notification, SMS and loyalty.
• Partner with leaders across NMG, including digital, marketing, creative, technology, merchandising, and group operations, to support customer migration, business goals and strategy.
• Reports to the Vice President of Marketing Strategy & Customer Analytics.
• Lead customer relationship management and loyalty-based activities, including evaluation, processes, data, and platform infrastructure
• Partner with Product, Creative, Merchandising, Advertising, Customer Insight, and email service provider to identify email campaign requirements and success indicators
• Manage customer relationship projects and analytic workstreams to affect impact and strategy success
• Analyze data and partner with data teams to identify customers insights to develop and inform strategies to activate within channels and mobile app to support business needs
• Develop targeted, data-driven customer journeys across email, SMS, push notification and loyalty platforms to design integrated, elevated brand stories and develop new approaches to drive customer behavior and growth
• Use customer experience expertise, including taxonomy, CRM, value proposition, and competitive reviews, to inform design practices influencing the customer journey and experience
• Partner with senior leaders, build relationships, communicate strategy, and answer ad hoc questions
• Monitor team capacity and performance by executing, anticipating and adjusting for project demands, risks and roadblocks
• Review the data governance process to ensure all customer touchpoints are mapped, optimized and efficient based on annualized customer growth targets
• 10+ years of experience leading a customer-centric, digital marketing and E-commerce focused retail organization, or equivalent industry experience
• Design strategy while balancing day-to-day, hands-on execution
• A structured approach to solving problems, analyzing data, summarizing insights, and communicating recommendations and next steps to ensure success across teams and strategies
• Success using data and analytics to inform digital retail landscape and customer relationship management strategies
• Experience collaborating with senior leaders, identifying indicators, and measuring success across multiple businesses
• Experience delivering presentations to executive leaders, sharing compelling ideas to teams, and translating complexity across audiences
• Success developing and leading teams and serving as a catalyst for action and change across projects large to small

Inclusive Benefits

• Medical, Dental, and Vision Benefits, including wellness and healthy lifestyle support, for associates, spouses, domestic partners, and children
• Flexible Spending Account for eligible medical and dependent (day care) expenses
• Disability Benefits, including Short-Term Disability providing income replacement up to 26 weeks
• 16 weeks Paid Parental Leave, 2 weeks of Paid Family Leave, and Adoption Support of $10,000
• Paid Time Off, including 6 paid holidays, unlimited vacation, 3 volunteer days, and 7 sick days per full year of service
• Retirement Savings Plan (401K) with NMG matching and $20,000 Term Life Insurance paid by NMG with additional voluntary coverage available
• NMG Associate’s Core Discount of 30% with multiple in-store opportunities for an additional 30% off across select brands
• NMG Matching Gift Program up to $2,000 to eligible non-profits, Hardship Assistance Grants up to $7,500 for Associates, and a volunteer opportunity hub through NMG’s All Heart Program
• Personal and Professional Development Opportunities with 16,000+ online learning opportunities, including NMG’s Fashion Your Future, LinkedIn Learning, MasterClass, BetterUp, Connected Leaders Academy, 9 Associate Community Networks, and additional personalized learning experiences