Director- CRM and Customer Marketing

Position SummaryThe Director of CRM Customer Marketing is responsible for leading the planning, development, and execution of customer-focused marketing initiatives that strengthen engagement, enhance satisfaction, and drive long-term value. This role plans and executes customer database development, segmentation strategy, direct marketing programs, and cross-channel campaign execution to support growth across all products and services.Essential Duties and Responsibilities-Lead the development, optimization, and governance of the customer database to support targeted marketing and relationship management efforts.-Build and leverage CRM system capabilities to accomplish key data insight and marketing execution activities.-Support customer segmentation strategies and assign customer groups to associated account managers-Develop the proposed annual customer marketing plan and initiative calendar across all product and service lines.-Facilitate internal communication and alignment of customer marketing plans across cross-functional teams.-Engage in the creation of communication strategies, messaging frameworks, and digital/creative assets to support direct marketing campaigns.-Create and manage strategies to enhance customer satisfaction and retention, including satisfaction follow-up programs, warranty penetration initiatives, subscription renewals, and lifecycle communications.-Ensure campaigns are integrated with the company website, paid media efforts (including SEM), and relevant third-party platforms to maximize reach and effectiveness-Establish clear goals and success metrics for all campaigns.-Analyze and report performance results at the product, customer segment, and campaign levels, providing insights and recommendations for continuous improvement.Position Qualifications-Bachelor’s degree in marketing, Business Administration, Communications, or a related field is required.-Minimum of 6 years of progressive experience in customer marketing, CRM strategy, direct marketing, or related disciplines.-Experience building and leveraging Salesforce CRM capabilities strongly preferred-Experience in industries with complex customer lifecycles (e.g., manufacturing, technology, subscription-based services).-Strong expertise in customer segmentation, lifecycle marketing, and database-driven marketing strategies.-Demonstrated success in building and managing multi-channel direct marketing campaigns.-Hands-on experience with CRM systems, marketing automation platforms, and customer analytics tools.-Analytical mindset with the ability to translate data into actionable insights.-Excellent communication, collaboration, and presentation skills.-Strong organizational and project management capabilities.-Proficiency with advanced analytics or BI tools (e.g., Power BI, Tableau, SQL).-Experience managing marketing technology ecosystems, including CRM integration and data hygiene practices.-Background in developing customer loyalty, retention, or rewards programs.-Familiarity with A/B testing, personalization engines, and customer journey optimization.-Strong understanding of SEO/SEM and digital advertising strategies.-Demonstrated ability to partner with product, sales, and customer service teams to create unified customer engagement strategies.-Must exemplify Van Wall’s values of Courtesy, Integrity, Innovation, and Respect.