Job Location:
Corporate IndianapolisAs the Director, Omnichannel CRM and Email Marketing, you will lead Simon’s CRM strategy across email, SMS, app push and Wallet. You will develop and execute the roadmap that connects our 200 Simon centers, and Simon’s omnichannel initiatives into one coordinated experience, manage the CRM and messaging team, contribute to the marketing calendar with key stakeholders and grow customer data and engagement throughout the customer journey.
You will lead the approach to nurturing customers from onboarding to retention, including clear Simon+ loyalty journeys from sign-up through reactivation. You will oversee triggered and lifecycle messaging at scale. You will report CRM performance to senior leadership and partner with the Simon+ and ShopSimon.com teams, center marketing and agency partners to deliver measurable business results.
PRIMARY RESPONSIBILITIES
- Lead the omnichannel CRM strategy and roadmap across email, SMS, push and Wallet, from acquisition and onboarding through retention and reactivation, including goals and a testing strategy for creative, messaging and segmentation
- Manage the CRM budget, technology 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 clarity across Simon+ loyalty journeys, with clear, consistent benefits and next steps in every channel and no overlapping or conflicting messages
- Drive growth of 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 customer data and personalization strategy for the CRM team, bringing Simon+ data into the CRM platform to deliver relevant messaging and running campaigns that collect preference data
- Define key performance metrics, own the 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
QUALIFICATIONS
- B.A. or B.S. in Marketing or 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, with exceptional collaboration and relationship-building skills across digital, design, data and content teams
- Ability to manage and prioritize multiple projects on tight deadlines
- Loyalty or membership program and e-commerce or retail marketing experience is a plus
The salary range for this position is $80,000 - $160,000. Actual compensation within that range will be dependent upon various factors, including an individual’s skills, experience and qualifications and the geographic location of the job. It is uncommon for an individual to be hired at the top end of the pay range.
Simon offers a comprehensive benefits package, including, but not limited to, medical, dental, and vision coverage, 401(k), life and AD&D insurance, disability insurance, flexible spending accounts, and paid time off.
