Director, Omnichannel CRM and Email Marketing

Simon Property Group•Indianapolis, IN

22h•$80,000 - $160,000

About The Position

The Director, Omnichannel CRM and Email Marketing leads Simon’s CRM strategy across email, SMS, app push and Wallet. The role develops and executes a roadmap connecting Simon’s 200 centers and omnichannel initiatives into a coordinated customer experience, manages the CRM and messaging team, contributes to the marketing calendar with key stakeholders, and grows customer data and engagement throughout the customer journey. The Director leads customer nurturing from onboarding through retention, including Simon+ loyalty journeys from sign-up to reactivation, and oversees triggered and lifecycle messaging at scale. The role reports CRM performance to senior leadership and partners with the Simon+ and ShopSimon.com teams, center marketing and agency partners to achieve measurable business results.

Requirements

B.A. or B.S. in Marketing or a related field.
10+ years of lifecycle email marketing or multi-channel CRM experience, including 3+ years leading teams.
Track record leading an omnichannel CRM strategy, budget and results at scale.
Skilled at mapping, simplifying and optimizing loyalty or membership journeys across channels.
Strong analytical skills, including analyzing CRM performance trends, turning data into clear recommendations for leadership, and partnering with Analytics and Technology teams to measure results across channels.
Proven experience with Attentive, Zeta Global, Airship (formerly Urban Airship), Badge or related systems, and ability to set up journeys or send messages when needed.
Strong command of segmentation and audience targeting, and ability to turn large sets of user data into actionable insights.
Experience managing agency and technology vendor relationships.
Strong leadership presence and exceptional collaboration and relationship-building skills across digital, design, data and content teams.
Ability to manage and prioritize multiple projects on tight deadlines.

Nice To Haves

Loyalty or membership program experience.
E-commerce or retail marketing experience.

Responsibilities

Lead the omnichannel CRM strategy and roadmap across email, SMS, push and Wallet, from acquisition and onboarding through retention and reactivation; establish goals and a testing strategy for creative, messaging and segmentation.
Manage the CRM budget, technology and agency investments, and report return to senior leadership.
Lead, develop and mentor the CRM and email team, including hiring, goal-setting and performance management.
Stay involved in execution, with the working knowledge to build a journey or launch a message when needed, and coach the team.
Ensure Simon+ loyalty journeys have clear, consistent benefits and next steps in every channel, without overlapping or conflicting messages.
Grow owned audiences, including email, SMS, push, Wallet and Simon+ opt-ins, through sign-up journeys, Wi-Fi, ShopSimon.com and center capture, and co-branded retailer campaigns.
Lead the CRM team’s customer data and personalization strategy, bring Simon+ data into the CRM platform to deliver relevant messaging, and run campaigns that collect preference data.
Define key performance metrics, own dashboards, and present insights and recommendations to leadership.
Partner across social, digital, centers, Simon+ and retailer marketing teams; evaluate new marketing technology and contribute to enterprise marketing planning.