Director of CRM and Lifecycle Marketing

Samsung•Plano, TX

16h

About The Position

Samsung Electronics America is seeking a Director of CRM and Lifecycle Marketing to lead customer relationship management and lifecycle marketing for its US Mobile business. The role will define and execute strategies that engage customers throughout their journey, from acquisition through retention and advocacy, across Samsung’s Mobile products and services. It will use performance analytics and customer insights to shape end-to-end experiences across direct-to-consumer touchpoints, including email, push notifications, and digital marketing, with goals that include increasing Samsung.com traffic and conversion, customer retention and loyalty, and long-term brand health. The director will oversee marketing programs spanning product launches, sustain phases, seasonal and gifting campaigns, and ongoing engagement. They will lead CRM managers and external agency partners, develop the future Lifecycle Marketing organization, and collaborate with marketing specialists and cross-functional partners, including Research and Insights, Creative, Media, Partner Marketing, Product Management, E-commerce, and Sales. The position also works with Data Science, Corporate Marketing, global CRM counterparts, and Samsung’s CRM Governance Council. This role is based within Samsung Electronics America, headquartered in Plano, Texas. The position is not eligible for immigration sponsorship.

Requirements

Bachelor’s degree.
12 or more years of marketing experience, with a strong focus on growth and lifecycle marketing.
8 or more years of team and cross-functional leadership experience.
Track record of delivering impactful, innovative CRM, growth, and customer lifecycle strategies that resulted in business growth.
Experience managing complex portfolios and audiences to deliver business growth, preferably in technology.
Strong critical thinking skills and ability to turn disparate information into insights-driven strategies and plans.
Ability to design data-driven technology solutions that produce actionable information for business questions.
Experience managing multiple initiatives or launches simultaneously and coordinating internal and external partners.
Ability to translate consumer, competitive, cultural, and internal data insights into opportunities, strategies, and activation plans that drive engagement and business growth.
Excellent communication skills and ability to explain complex strategies and concepts clearly to all organizational levels.
Ability to work in a fast-paced environment with an agile, adaptive mindset and respond to consumer, market, and cultural opportunities.
High emotional intelligence and ability to build close working relationships with leaders across remote global teams and solve complex problems at scale and speed.
Exceptional PowerPoint skills, including the ability to deliver data-driven analysis and communicate a clear, actionable story.
Innovative mindset, curiosity, drive, and positivity.

Nice To Haves

MBA.
Experience working with large-scale first-party data.

Responsibilities

Define and own CRM and customer lifecycle strategy to acquire new customers and improve existing-customer retention, loyalty, and advocacy.
Develop a cohesive customer journey incorporating audience segments, purchase cycles, ecosystem communications, product launches, seasonal campaigns, ongoing touchpoints, education, and engagement.
Connect owned, paid, and earned marketing touchpoints to deliver relevant messages to the right audiences at the right time.
Own marketing traffic to Samsung.com across CRM channels, including weekly traffic and conversion targets, and guide teams in defining campaign audiences.
Partner with Data Science to develop audience target lists, expand audience reach, and optimize use of internal databases and external list sources.
Guide campaign messaging, imagery, and comparative specifications for consumer segments, ensuring clear value propositions.
Support Samsung.com customer experience development to create cohesive experiences across CRM, marketing landing pages, and product detail pages.
Collaborate with Data Science and agency teams on performance reporting; analyze results and optimize campaigns through test-and-learn methods.
Manage daily agency operations, including creative development, list selection, and campaign execution.
Identify and evaluate innovative growth opportunities across channels, acquisition, and retention using audience insights, campaign results, and competitive analysis.
Develop business cases, justifications, and impact forecasts for lifecycle initiatives.
Partner with agencies and internal stakeholders to develop and execute co-CRM programs that extend reach, drive engagement, and amplify campaign impact.
Lead and develop the internal team, provide strategic direction and feedback, and determine the appropriate CRM and Lifecycle Marketing team structure.
Manage agency partners, timelines, deliverables, contracts, and budgets; recommend an effective agency support model.
Prepare and present strategies and plans to executive leadership on a weekly, monthly, and quarterly basis.
Contribute CRM strategy and personalized customer engagement to integrated co-marketing programs.
Participate in Samsung’s CRM Governance Council to coordinate planning across Samsung businesses.
Collaborate with Corporate Marketing to align Mobile priorities and develop capabilities for CRM personalization and customer acquisition at scale.
Ensure CRM programs follow Corporate Marketing standards and governance frameworks.
Build relationships with global CRM counterparts.
Identify process improvements with agency teams, escalate operational issues to resolution, and promote continuous improvement in CRM execution.