Director, Omnichannel CRM and Email Marketing

Simon Property Group•Indianapolis, IN

14d•Onsite

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 that connects 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 through reactivation, and oversees triggered and lifecycle messaging at scale. The role reports CRM performance to senior leadership and partners with Simon+, ShopSimon.com, center marketing, and agency teams to deliver 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 the ability to set up journeys or send messages when needed.
Strong command of segmentation and audience targeting, turning 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 testing strategies for creative, messaging, and segmentation.
Manage the CRM budget, technology investments, 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 close to execution, with the working knowledge to build a journey or launch a message when needed, and coach the team.
Ensure Simon+ loyalty journeys communicate 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, bringing Simon+ data into the CRM platform to deliver relevant messaging and running 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.