Director - CRM

Job Description:Dimension & Scope:Responsible for the Tactical Design and Direction of multi-channel customer relationship programs involving the use of state-of-the-art database marketing techniques and toolsets and fully integrated customer management platforms. Create a sustainable competitive advantage for both Convergys and its clients by directing the management and execution of well-defined CRM program elements such that they produce incremental revenues; cost savings; and long-term customer relationships. Use in-depth experience and expertise of CRM practices; products; and services relative to Convergys’ target vertical industry groups to design; develop and market profitable CRM services offerings. Optimize the use of corporate resources to support the overall corporate mission; goals and objectives as set forth by Senior Management in the Corporate Strategic Plan. Establish and maintain a leading-edge position in the market through continuous monitoring of the latest CRM tools; techniques; and competitive offerings. Principal Duties and Responsibilities:Evaluate CRM program designs and provide first-hand-consulting expertise to clients and their marketing/consulting organizations that maximize program revenue and effectiveness. Create and direct the implementation of complex CRM program designs that span and involve the use of customer legacy systems, third party service bureau and information management systems, state-of-the-art database and decision support platforms, primary research, data mining and statistical methodologies, as well as fully integrated voice, video, mail and cyber communications delivery platforms. Work with client marketing, advertising, and CRM consulting organizations to design both technically and intellectually sound CRM programs. Assemble, coordinate and manage technical, analytical, and operations work teams responsible for individual program components and develop comprehensive work plans to fulfill program goals on time and on budget. Assist clients and third party client consulting organizations with business case development and budgeting for CRM program implementations. Ensure business and operational processes are in place to support CRM program designs and successful implementations. Provide operations personnel with appropriate technical and tactical training required to execute. Support sales and client development in client recruitment and proposal/RFP development. Promote CRM program development and enhancement as a component part of each sales team’s account development plan. Assist in accounts planning, preparation and delivery of each plan. Assist in sales and client training initiatives at Convergys University and Executive Forum types of opportunities. Participate in public speaking opportunities to showcase client case studies/examples of CRM success stories. Provide ongoing program direction and support to client and operational organizations. Create measurement-tracking methods and establish metrics to be used for performance monitoring and reporting. Hold periodic client/account team review meetings to present results and provide recommendations for modifying/enhancing program results. Periodically present and review findings with Sr. Management for creation of high level-client strategy goals and objective setting. Provide consultation and recommendations to sr. account team as to future direction of account planning process relative to CRM. Education & Professional Certifications:Bachelor’s degree in related field from a four-year college or university with six to eight years related experience; or equivalent combination of education and experience. Masters degree in Direct Marketing, Advertising Communications, Marketing, or PDM (Professional Direct Marketer) a plus.Candidate Profile:Strategic thinker with 7+ years of professional experience in a direct marketing or related field, preferably in a services-related business. Outstanding performance in previous job with demonstrated success in new product development and launch activities, including customer research and requirements definition, financial business case development, marketing communications development and attainment of revenue and profit goals. Demonstrated success in the development and deployment of complex Database Marketing/CRM program designs. Particular emphasis to be placed on emerging/rapidly changing environments, and real-time solutions. PreviouMinimum Education Required: BachelorExpected Travel Time: NoneThis company may offer relocation assistance. Contact Information: intConfig Email: Apply by Email