Skip to main content


  • Tuition Reimbursement

  • Sick Days

  • Vision

  • Dental

  • Medical

  • Professional Development

Director, Retention CRM (Digital Shared Services)

Location: New York, New York Brand: Shiseido Date: 01/15/2020

Job Summary:

The Director will manage a best-in-class customer retention marketing experience across the Shiseido Group’s prestige brand portfolio.

Primary Duties & Responsibilities:

  • Define and develop cross-channel communication strategies to understand the customer, engage, and grow relationships throughout the customer lifecycle to drive repeat purchasing behavior and loyalty.
  • Create roadmaps to accelerate and advance CRM maturity – from first purchase through to reactivation to build customer lifetime value and brand loyalty across touch points.
  • Develop strategies across multiple brands at various stages of CRM maturity, with a keen eye for driving efficiencies while delivering personalizion at scale.
  • Lead with a data-driven and detail-oriented approach in understanding what drives customers to engage and convert, with clear goals, tactics, testing, and measurement.
  • Institute a disciplined approach to an aggressive and agile test and learn mindset.
  • Analyze and track CRM KPIs to unlock new opportunities, presenting KPIs and key drivers to senior management on a regular cadence.
  • Develop best-in-class segmentation and targeting strategies to deliver advanced, personalized customer experiences.
  • Evaluate and optimize all current CRM programs.
  • Manage and streamline execution of marketing campaigns.
  • Accountable for delivering on CRM KPI goals and budget management.
  • Benchmark competition to offer up recommendations on best-in-class CRM practices.
  • Collaborate with key stakeholders to ensure that marketing tactics (email, direct mail, SMS, push, etc.) are aligned with organizational targets.
  • Active participation in SFMC training, conferences and advisory events.

Working Relationships/Key Stakeholders:

  • Brand Teams
  • Digital Shared Services    
  • Digital Center of Excellence
  • Media Team
  • SAC IT
  • External Agencies and Vendors

Qualifications & Competencies:

  • 10+ years of experience in cross-channel CRM with a deep understanding of retention and loyalty marketing, online shopping, and best–in-class experiences including competitive landscaping.
  • Experience working with an ESP, with a deep understanding of email best practices.
  • Data-driven, analytical mindset with the ability to formulate and translate insights into action with measurable results.
  • Demonstrated depth of A/B testing, segmentation, and forecasting.
  • Proven track record of driving results.
  • Leadership skills and ability to manage and empower a team.
  • Self-starter, capable of working in a fast-paced, matrixed corporate environment without full guidance.
  • Solid communication skills, capable of raising consensus at all levels: peers, executives, team members.
  • Pushes the organization to constantly improve by challenging the status quo.
  • Practical, innovative, and entrepreneurial.
  • Knowledge and experience with Salesforce Marketing Cloud, Excel, PowerPoint, Word, and forecasting tools.
  • Understanding of the beauty market is a plus.
Job ID: 4009 Category: Marketing

Job Alerts

Join our Talent Community and receive email alerts when new positions that match your criteria become available.

Interested In

  • Marketing, New York, New York, United StatesRemove
  • Digital and E-Commerce, New York, New York, United StatesRemove
  • Corporate, New York, New York, United StatesRemove