Director, CRM Loyalty - Plano, TX (Onsite)

Samsung•Plano, TX

2d•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, especially the Post-Purchase Experience (PPX) program, to grow ecommerce revenue through second and ongoing purchases, increase customer lifetime value (CLV), and build loyalty across Samsung product categories. It leads owned-channel strategy, segmentation and lifecycle programs, CLV-based measurement, and the application of AI capabilities such as automated decisioning, predictive next-best-action, and generative content to deliver personalized experiences at scale. The Director partners with eCommerce, Category Management, Corporate Marketing, Data Science and Insights, Privacy and Legal, PR, CRM Governance and Operations, creative agencies, Reporting and BI, and platform vendors. The position oversees agency and vendor relationships, campaign production and testing, and direct reports. It also evaluates membership or rewards-based loyalty strategies as a complement to CRM retention efforts. The role is onsite in Plano, Texas and is not eligible for immigration sponsorship.

Requirements

Bachelor's degree.
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 only initial acquisition.
Experience with PPX CRM programs to drive customer retention and loyalty, measured by CLV and purchases across product categories.
Team-first leadership, with the ability to leverage data and technology to inspire an organization.
An iterative, data-oriented approach and willingness to challenge the status quo.
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 the CRM Loyalty strategy for Samsung.com, using email, SMS, MMS, RCS, and push to drive incremental ecommerce revenue through second and ongoing purchases across the customer lifecycle.
Direct the Post-Purchase Experience (PPX) CRM program as a primary lever for customer retention and loyalty, measuring CLV and purchase frequency and breadth across product categories.
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 against targets, and report results and recommendations to senior stakeholders.
Advance AI capabilities in CRM, including automated decisioning, predictive next-best-action, and generative content, to deliver personalized experiences at scale.
Partner with eCommerce, Category Management, and Corporate Marketing to align loyalty and retention CRM strategy with ecommerce revenue goals across product lines.
Direct agency and vendor partnerships for PPX and loyalty CRM execution, setting scope, cadence, and performance accountability.
Oversee end-to-end campaign production for loyalty and retention programs, including creative direction, A/B testing, and post-campaign reporting.
Evaluate and recommend membership or rewards-based loyalty program strategies to complement CRM-driven retention efforts.
Manage direct reports and oversee staffing, prioritization, and quality across loyalty and retention CRM programs.
Advance marketing automation, targeting, and personalization in partnership with development, design, and platform vendor teams.
Partner with Privacy and Legal, PR, CRM Governance, CRM Operations, creative agencies, and Reporting and BI teams.