TIDAL is a global music and entertainment platform that brings artists and fans together through unique music and content experiences and is currently available in 52 countries.
As Senior Director of CRM you will be responsible for customer relationship management programs with a focus on retaining subscribers.
Responsibilities
- Manage, mentor and grow the CRM team
- Create, test, and optimize customer journeys, layering in dynamic content emails, mobile push and paid advertising
- Maintain and evolve the existing CRM program, particularly in regards to subscribers (prospects, free trial users, paid subscribers, and win back)
- Manage, optimize and scale our database marketing – working with content distribution channels – to drive revenue and ROI from key channels of communication with our customers across the entire customer journey from acquisition to reactivation: especially email marketing, onsite and on mobile
- Improve CRM quality & efficiency results by studying, evaluating, and re-designing tests; establish and communicate key CRM metrics; monitor and analyze results; implement changes as needed
- Build and develop quarterly plans and goals from the ground up to achieve and manage CRM targets
- Work closely with our business intelligence teams to drive actionable insight from rigorous data analysis
- Manage external agencies to ensure growth of key CRM and reactivation channels
- Analyze performance and circulate updates to key stakeholders around the US and Global business
- Recommend new platforms, technologies and agencies to help manage, optimize and scale our database marketing
- Key KPIs: revenue, retention, reactivation, relationship health
Requirements
- 5-10+ years of combined marketing and customer service experience
- Proven experience in multi-channel CRM, retention, direct response marketing required
- Strong business acumen with a love for data; ability to mine complex and disparate data sets for actionable insights and develop strategies for maximal business impact
- Driven, self-motivated and results-oriented
- Ability to multi-task in a dynamic and fast-paced environment
- Ability to meet and perform under tight deadlines, think clearly under pressure, and exercise good judgment
- Strong interpersonal and relationship building skills
- Strong verbal and written communication/presentation skills
- Exceptional organizational skills with strong attention to detail
- Bachelor’s Degree; or any equivalent experiences that show deep curiosity and rapid learning capabilities