(USA) Director, Digital Media- CRM & Lifecycle

Wal-Mart•San Bruno, CA

50d•$143,000 - $286,000

About The Position

In our continuous efforts to build a best-in-class Marketing organization, we are looking to hire a Director for CRM & Lifecycle. Reporting to the Group Director, CRM & Lifecycle Management and working closely across Marketing, Product, Engineering, eCommerce and Stores, you will develop a robust CRM program that drives a high level of engagement of Walmart's customer base, contribute to the development of product platforms and ultimately, a growth in customer lifetime value. What you'll do... Be a thought leader in, and strong contributor to, the vision of building a world-class CRM function with the Customer as the central focus of our strategies, and technology as the tool to achieve our vision for ultra-personalization Develop a multi-quarter, omni-channel CRM Lifecycle strategy to increase the engagement of our customer base through a variety of customer programs Define and translate business objectives into technology requirements ensuring CRM systems - data pipelines, orchestration tools, predictive models and AI capabilities for content generation - align with enterprise marketing goals Partner with Marketing and Product stakeholders to identify high-value use cases for Generative AI (e.g., hyper-personalized campaigns, automated creative production, conversational customer engagement) Collaborate with Enterprise AI, Data Science, and Technology teams to ensure CRM strategies leverage the latest AI and data innovations Establish, report on, and improve KPIs for customer campaigns, programs and segments - regularly communicate the progress to executives and senior leaders Work with our deployment and operations partners / agency to build and launch complex automated - and AI-powered autonomous - campaigns using internal and external tools Document learnings from experiments and live campaigns to build a CRM Best Practices Playbook that can be used as a reference by every part of the business

Requirements

BA/BS degree or equivalent practical experience
Minimum of 10+ years experience in customer marketing, customer communications, or customer engagement space
Previous people management / team lead experience required
Experience in CRM, Retention, Loyalty or Engagement Marketing preferred
Excellent project management, problem-solving and communication skills with the ability to balance rigorous attention to detail with swift execution
Goal oriented with the ability to move quickly and easily between high level strategy and rolling-up-sleeves for execution
Analytical mindset, experience working directly with data science, product and engineering teams
Good organization agility to work effectively across functions and multiple lines of business in a global organization

Nice To Haves

Digital marketing (for example, affiliate marketing, display advertising)
Leading a cross-functional team

Responsibilities

Be a thought leader in, and strong contributor to, the vision of building a world-class CRM function with the Customer as the central focus of our strategies, and technology as the tool to achieve our vision for ultra-personalization
Develop a multi-quarter, omni-channel CRM Lifecycle strategy to increase the engagement of our customer base through a variety of customer programs
Define and translate business objectives into technology requirements ensuring CRM systems - data pipelines, orchestration tools, predictive models and AI capabilities for content generation - align with enterprise marketing goals
Partner with Marketing and Product stakeholders to identify high-value use cases for Generative AI (e.g., hyper-personalized campaigns, automated creative production, conversational customer engagement)
Collaborate with Enterprise AI, Data Science, and Technology teams to ensure CRM strategies leverage the latest AI and data innovations
Establish, report on, and improve KPIs for customer campaigns, programs and segments - regularly communicate the progress to executives and senior leaders
Work with our deployment and operations partners / agency to build and launch complex automated - and AI-powered autonomous - campaigns using internal and external tools
Document learnings from experiments and live campaigns to build a CRM Best Practices Playbook that can be used as a reference by every part of the business

Benefits

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet.
Health benefits include medical, vision and dental coverage.
Financial benefits include 401(k), stock purchase and company-paid life insurance.
Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
The amount you receive depends on your job classification and length of employment.
It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices.
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.
Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates.
Tuition, books, and fees are completely paid for by Walmart.