Director, Enterprise CRM

Are you a self-starter with a passion for delivering new and innovative digital and marketing capabilities designed to transform customer experience driving accelerated sales growth? At TE Connectivity, you will find a culture that rewards such hands-on digital product marketing spirit. We empower our digital marketers to work collaboratively supporting our customer’s digital products. This is a great opportunity to join a team that is seeking a like-minded person to lead the digital transformation efforts of the company.

 

Overview

The Digital Center of Excellence (COE) at TE is responsible for leading the digital transformation efforts of the company - tasked with delivering new and innovative digital and marketing capabilities designed to transform our customer experience and drive accelerated sales growth. The Digital COE is viewed as the hub of digital and customer experience innovation and a driving force in leading the company’s key strategic initiatives. The Director, Enterprise CRM is a key leadership role within the COE and critical to successfully delivering on our digital customer strategy.

 

As the Director of Enterprise CRM, you will be responsible for driving the strategic vision and operations of TE’s global enterprise CRM practice. You will lead a cross-functional team of highly talented individuals to identify, scope, prioritize and deliver key strategic CRM initiatives - including developing business cases, strategic roadmaps, and process governance. As an enterprise leader, you will be responsible for implementing and optimizing strategies that deliver a seamless omni-channel customer experience to deepen engagement, drive customer loyalty, and increase customer live time value. Leveraging customer data and the latest marketing technologies (marketing automation, CDP, and DMP) you will drive advanced segmentation strategies and personalization capabilities to deliver extraordinary customer experiences. You will interface with business leaders across the organization to drive training, adoption, adherence, and on-going strategic conversations to continue to evolve and improve on the enterprise strategy.

 

To be successful in this role, you will need to develop a deep understanding of our business model, go-to-market strategies, and have expert knowledge in CRM and Marketing automation solutions. S/he will have a strong entrepreneurial spirit and will move with speed and agility to drive organizational change and deliver a best in class enterprise CRM solution. You must possess strong communication skills, be collaborative, and willing to work in a fast paced, high energy, and high impact team.  The ideal candidate will have a track record of successfully deploying and managing enterprise level CRM solutions (Salesforce, Eloqua, Marketo) and driving transformational initiatives within large, complex global organizations.

Key Responsibilities:

Strategy & Execution:

  • Lead the development, implementation, and optimization of a global enterprise CRM & Personalization strategies (inclusive of technology, people, and processes) to drive new customer growth; deepen customer engagement & loyalty; and increase customer life time value
  • Cascade the enterprise strategy across all levels of business and gain alignment via regular communications and training. Define and implement governance framework and drive accountability across the organization
  • Build and maintain capabilities roadmaps to deliver on the strategy and businesses needs. Drive project prioritization decisions, business case creation, and clearly communicate direction and priorities to all key stakeholders
  • Leverage data & insights to identify and execute new and innovative programs that continually push TE’s CRM capabilities to the next level
  • Define business requirements, customer expectations, and scope of work via cross-functional team collaboration
  • Conduct competitive research and trend analyses to understand latest industry trends in technology and business strategy relating to CRM, marketing automation, and personalization. Identify relevant trends and make business recommendations for platform, process, or strategy improvements
  • Maintain working knowledge of new platform functionalities released by vendors and understand what impact it may have on TE
  • Lead business evaluation and decision processes around platform and vendor selections, ensuring close alignment to strategy and business outcomes
  • Lead, mentor, and build a strong data driven team with highly motivated and skilled talent from the industry
  • Drive organizational agility via strong leadership, training, talent development and by fostering an environment conducive to innovation and collaboration

Customer Insights & Reporting:

  • Develop and implement comprehensive CRM measurement framework and produce standardized dashboards and reports for to deliver key insights to all levers of the organization
  • Collaborate with sales, marketing, and service teams to define and develop advance segmentation capabilities to deliver robust customer insights and help drive personalized experiences across customer touch points
  • Partner with analytics teams to build customer journey analytics capabilities to derive deep insights into our customer and prospects journey to purchase
  • Drive integration of customer journey and behavioral insights into measuring and informing more effective and efficient marketing spend

Requirements

  • Bachelor’s degree or relevant work experience; MBA preferred
  • Minimum 8 years of CRM experience with deep understanding of customer lifecycle management; enterprise CRM strategy development and program operations experience; subject matter expertise of CRM and Marketing Technologies (Salesfore.com, Eloqua, Marketo, CDPs, DMPs)
  • Strong Salesforce.com experience, including enterprise design, development, implementation/integration, and product ownership experience of the platform
  • Experience in developing and implementing large scale personalization and customer contact strategies across channels that include e-mails, website, social media, call centers, and other channels
  • Strong technical acumen and ability to communicate and engage with developers and technical staff
  • Excellent analytical and problem-solving skills
  • Strong verbal and written communication skills
  • Strong project management skills
  • Digital marketing experience a plus

Competencies

  • Values: Integrity, Accountability,Teamwork, Innovation

Location: 

Berwyn, PA, US, 19312

Alternative Locations:  Remote
Travel:  10% to 25%
Requisition ID:  39476


Nearest Major Market: Philadelphia

Job Segment: Manager, CRM, Project Manager, MBA, Management, Technology

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