Director of CRM and Lifecycle Marketing

Samsung Electronics•Plano, TX

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 U.S. Mobile business. The role will develop and execute a comprehensive strategy to engage current and prospective customers throughout the customer journey—from acquisition through retention and advocacy—and across the Mobile portfolio of products and services. The position uses performance analytics and customer insights to create effective direct-to-consumer journeys across email, push notifications, and digital marketing, with goals that include driving Samsung.com traffic and conversion, customer retention and loyalty, and long-term brand health. Programs span product launches, sustain phases, seasonal and gifting moments, and always-on engagement. The Director will lead a team of CRM managers and agency partners, set the future structure of the Lifecycle Marketing organization, and balance long-term strategy with short-term campaigns and goals. The role works closely with marketing teams such as Research and Insights, Creative, Media, and Partner Marketing, as well as Product Management, E-commerce, and Sales. It also coordinates with central Data Science, Corporate Marketing, global CRM counterparts, and Samsung’s CRM Governance Council. The position owns the CRM strategy and Samsung.com traffic goals across CRM channels; guides audience targeting, campaign messaging, creative, execution, analysis, and optimization; and identifies new growth opportunities across acquisition and retention. It also develops business cases and impact forecasts for lifecycle initiatives, manages agency relationships and budgets, presents plans and results to executive leadership, and champions brand consistency, personalization, and continuous improvement. The position is not eligible for immigration sponsorship.

Requirements

Bachelor’s degree required.
At least 12 years of marketing experience, with a strong focus on growth and lifecycle marketing.
At least 8 years of team and cross-functional leadership experience.
Track record of delivering impactful, innovative CRM, growth, and customer lifecycle strategies that produced business growth.
Experience managing complex portfolios and audiences to deliver business growth; technology industry experience is preferred.
Strong critical-thinking skills and ability to assess disparate information and develop insights-driven strategies and plans.
Ability to design data-driven technology solutions that produce actionable information for business questions.
Experience managing multiple initiatives and launches simultaneously with numerous internal and external partners.
Ability to translate consumer, competitive, cultural, and internal data into opportunities, actionable strategies, and activation plans that drive engagement and business growth.
Entrepreneurial spirit, 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 quickly to consumer, market, and cultural opportunities while providing organizational leadership and creative guidance.
High emotional intelligence and ability to build relationships with leaders across globally distributed teams and solve complex problems at scale and speed.
Exceptional PowerPoint skills, including the ability to present data-driven analysis as a clear, actionable story.
Innovative mindset, curiosity, drive, and positivity.

Nice To Haves

MBA preferred.
Experience working with large-scale first-party data preferred.
Experience managing complex portfolios and audiences in the technology sector preferred.

Responsibilities

Define and own customer lifecycle and CRM strategy to acquire new customers and improve retention and loyalty among existing customers.
Develop an approach that moves the business from pure acquisition toward customer loyalty and advocacy.
Create a cohesive customer journey spanning 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.
Lead teams in defining campaign audiences, working with Data Science to develop target lists, expand audience reach, and use internal databases and external list sources effectively.
Guide campaign-specific messaging and creative strategies tailored to consumer segments and clear value propositions.
Support Samsung.com CEJ development to create cohesion between CRM and Samsung.com touchpoints, including marketing landing pages and product detail pages.
Work with Data Science and agency teams to develop performance reporting, analyze results, and optimize campaigns through testing and learning.
Oversee daily agency operations, including creative development, audience list selection, and campaign execution.
Identify and assess 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 and increase engagement and campaign impact.
Lead and grow the internal CRM and Lifecycle Marketing team, providing direction and feedback and identifying an appropriate team structure.
Manage agency partners, including timelines, deliverables, contracts, and budgets; recommend an appropriate agency support model.
Prepare and present strategies and plans to executive leadership, including the CEO, on a weekly, monthly, and quarterly basis.
Collaborate with marketing counterparts and agencies on integrated co-marketing programs, contributing CRM strategy and personalized customer engagement.
Participate in Samsung’s CRM Governance Council to coordinate planning across Samsung businesses, including Mobile.
Work with Corporate Marketing to align Mobile priorities and develop capabilities for CRM personalization and customer acquisition at scale.
Ensure CRM programs adhere to Corporate Marketing brand standards and governance frameworks.
Build strong relationships with global CRM counterparts.
Identify process improvements with agency teams, escalate operational issues for resolution, and promote continuous improvement in CRM execution.