Associate Director - CRM - Internet/eCommerce

Summary: The Associate Director CRM will be responsible for overseeing the development and implementation of customer relationship management strategies and systems. This role requires a seasoned professional with a deep understanding of CRM, customer experience, loyalty, and retention. The ideal candidate will have extensive experience in project and program management, business analysis, and mobile application project management using agile methodologies. This role involves managing cross-functional programs, product strategy, customer insights, and digital strategy, ensuring the seamless delivery of projects and excellent quality deliverables.

Key Responsibilities:

Strategy and Leadership:

- Develop and implement CRM strategies to enhance customer experience.

- Lead and manage the CRM team size of 100+ , providing guidance and support to ensure project success.

- Collaborate with senior leadership, project sponsors, business partners, and third-party vendors to align CRM initiatives with business objective & tech automation.

Project Management:

- Oversee end-to-end project implementations, from design and requirement gathering to delivery and post-delivery management.

- Utilize agile methodologies for mobile application project management.

- Ensure projects are completed on time, within scope, and with high-quality deliverables.

Business Analysis and Data Management:

- Conduct comprehensive business analysis to understand customer needs and preferences.

- Design dashboard wireframes and other analytical tools to track project progress and customer insights.

- Manage data collection and analysis to drive informed decision-making.

Customer Insights and Digital Strategy:

- Develop and implement digital strategies to enhance customer engagement and satisfaction.

- Utilize customer insights to inform product strategy and development.

- Monitor and analyze market trends to identify opportunities for innovation and improvement.

Stakeholder Management:

- Manage expectations and drive conclusions in a complex setup of key stakeholders.

- Foster a collaborative environment among team members and stakeholders.

- Communicate project status, risks, and issues to senior leadership and other key stakeholders

Education: Bachelor's degree in Business Administration, Marketing, Information Technology, or a related field. A Master's degree is a plus.

Experience:

- Minimum of 8+ years of experience in project and program management with a specialization in CRM and customer experience.

- Proven track record in business analysis, data management, and business development.

- At least 5 years of experience in mobile application project management using agile methodologies.

- Experience in managing cross-functional programs and leading diverse teams.

Skills:

- Strong project management skills with the ability to deliver projects on time and within budget.

- Excellent business analysis and data management capabilities.

- Proficient in designing dashboard wireframes and analytical tools.

- Ability to manage complex stakeholder relationships and drive consensus.

- Strong leadership, communication, and interpersonal skills.

- Empathetic and result-driven team player