TAG is seeking a dynamic and strategic Senior Director of Customer Relationship Marketing (CRM) to lead and innovate our customer communications strategy. This pivotal role will oversee a large, diverse team responsible for managing customer interactions across owned and operated channels, including email, SMS, web and call center orchestration. The Senior Director of CRM will play a crucial role in driving sales, enhancing customer engagement, and fostering long-term retention through personalized customer journeys and relevant communications. This position reports directly to the VP of CRM. Key Responsibilities • Strategic Leadership: Develop comprehensive CRM strategy that aligns business objectives, focusing on customer engagement, driving sales and increasing retention of patients. Champion this strategy amongst peers and gain buy-in from executive leadership. • Team Management: Lead and mentor a large CRM customer journey planning team, fostering a culture of innovation, collaboration, and excellence. Ensure the team is equipped with the necessary skills and resources to achieve their goals. • Customer Communications: Oversee the development and deployment of high-quality customer communications across all CRM channels. Build best-in-class operational process to maximize throughput and quality. • AI and Personalization: Leverage artificial intelligence and data analytics to enhance the personalization and relevance of customer communications, driving improved engagement and conversion rates. • Performance Analysis: Utilize data-driven insights to measure the effectiveness of CRM initiatives. Continuously optimize strategies based on performance metrics, robust experimentation and customer feedback. • Collaboration: Work closely with cross-functional teams, including marketing, product, technology, data analytics, and regional/category business unit teams to ensure cohesive and integrated customer experiences. • Innovation: Stay ahead of industry trends and emerging technologies in CRM, identifying opportunities to innovate and enhance TAG’s customer relationship strategies. • Budget Management: Oversee the CRM budget, ensuring efficient allocation of resources to maximize return on investment. • Salesforce Marketing Cloud experience as a plus Qualifications • Bachelor’s degree in Marketing, Business Administration, or a related field • Minimum of 10 years of experience in CRM, customer engagement, or related fields, with at least 5 years in a leadership role. • Proven track record of developing and executing successful CRM strategies in high performance teams. • Strong understanding of AI and data analytics as they apply to CRM and personalization. • Excellent leadership and team management skills, with experience managing large,diverse teams. • Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization. • Strategic thinker with a customer-centric mindset and a passion for innovation. • Experience in e-commerce or digital marketing is highly desirable. If you are an applicant residing in California, please view our privacy policy here: https://careers.aspendental.com/us/en/tag-privacy-policy-for-california-employees • Salary: Annual pay range: $190,000 - $120,000, plus bonus/incentives • A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match