Director, CRM Loyalty - Plano, TX (Onsite)

Samsung Electronics•Plano, TX

4d•Onsite

About The Position

The Director, CRM Loyalty owns the strategy, governance, and measurement of CRM-driven customer retention and loyalty programs across Samsung.com. The role uses CRM, particularly the Post-Purchase Experience (PPX) program, to grow ecommerce revenue through repeat purchases, increase customer lifetime value (CLV), and build loyalty across Samsung product categories. The Director leads CRM loyalty strategy across owned channels, directs PPX, develops customer segmentation and lifecycle strategies, and establishes CLV-based measurement and reporting. The role advances AI-enabled automation, predictive next-best-action, and generative content to support personalized customer experiences. It also partners across ecommerce, category management, marketing, data, privacy, legal, creative, and reporting functions; directs agency and vendor relationships; oversees campaign production and testing; evaluates membership or rewards strategies; and manages direct reports and program resources.

Requirements

Bachelor's degree and 12+ years of experience in digital marketing, including CRM marketing, campaign strategy, segmentation, and performance management.
At least 3 years of experience managing direct reports.
Experience with CRM systems, including Adobe Campaign, Movable Ink, Attentive, and Insider One.
Experience using CRM to drive ecommerce revenue through second and ongoing purchases, not just initial acquisition.
Experience with PPX CRM programs that drive customer retention and loyalty, measured through customer lifetime value and purchases across product categories.
Team-first leadership ability to leverage data and technology to inspire an organization.
Iterative, data-driven approach and process orientation to enable scale.
Strong collaboration and communication skills.

Nice To Haves

MBA degree preferred.
Experience with membership or rewards-based loyalty programs.

Responsibilities

Own Samsung.com CRM loyalty strategy across email, SMS, MMS, RCS, and push to drive incremental ecommerce revenue from repeat purchases across the customer lifecycle.
Direct the Post-Purchase Experience (PPX) CRM program and measure retention and loyalty through customer lifetime value, purchase frequency, and category breadth.
Build segmentation and lifecycle strategies to convert first-time buyers into repeat, cross-category customers, partnering with Data Science and Insights on personalization and targeting.
Develop and own a CLV-based measurement framework, benchmark retention and repeat-purchase KPIs, and report results and recommendations to senior stakeholders.
Advance AI capabilities in CRM, including automated decisioning, predictive next-best-action, and generative content.
Partner with eCommerce, Category Management, and Corporate Marketing to align retention and loyalty strategy with ecommerce revenue goals across product lines.
Direct agency and vendor partnerships supporting PPX and loyalty CRM execution, including scope, cadence, and performance accountability.
Oversee end-to-end campaign production, including creative direction aligned with brand guidance, A/B testing, and post-campaign reporting.
Evaluate and recommend membership or rewards-based loyalty program strategies to complement CRM-driven retention.
Manage direct reports and oversee staffing, prioritization, and quality across loyalty and retention CRM programs.
Advance marketing automation, targeting, and personalization capabilities in partnership with development, design, and platform vendor teams.
Partner with Privacy & Legal, PR, CRM Governance, CRM Operations, creative agencies, and Reporting/BI teams.