Senior Director, CRM

Internal Title: Martech Lead, NA

• Location: Morristown, NJ

About the job

As the North American (NA) Senior Director, CRM you will be responsible for overseeing the development of the brand owned channels and the CRM programs across all consumer healthcare brands helping to acquire, engage and retain consumers. You will play a pivotal role in creating and activating a vibrant community to foster customer loyalty and value helping to build a team and tech stack to enable marketing efforts.

At Sanofi Consumer Healthcare, we build trusted and loved brands that connect with hundreds of millions of consumers worldwide. Our mission is to enable better self-care for individuals and communities, while also contributing to a healthier planet. We strive to act as a force for good by integrating sustainability along our business and employees’ mission and operate responsibly from both a social and environmental point of view. To achieve this, we need people who can shape the future of our business and help us on our journey to becoming the best fast-moving consumer healthcare company in and for the world. 

Main responsibilities:

• Strategy Development and Implementation: Craft and execute a comprehensive CRM and owned channel strategy that integrates seamlessly with the company's broader marketing and business objectives. Ensure the alignment of this strategy with the customer journey, from early touchpoint acquisition, brand engagement, and loyalty goals.
• Data Acquisition and Activation: Lead the acquisition and strategic use of zero-party and first-party data to create personalized marketing campaigns, create higher value interactions, and create deeper understanding of our customers’ needs and behaviors. Develop policies and procedures for ethically collecting, storing, and utilizing customer data.
• Creative Campaign Leadership: Direct the integration of creative concepts work with digital solutions (working in collaboration with the creative excellence and in house design team for consistency of creative ideas) to enhance campaign effectiveness. Collaborate with creative teams to ensure that marketing campaigns are innovative and effectively utilize multimedia content to engage different customer segments at different stages in the funnel.
• Community Management and Engagement: Oversee and expand community management efforts to strengthen customer relationships and loyalty. Develop strategies that utilize forums, social media, and other platforms to foster a sense of community and encourage direct engagement with the brand.
• Technology Management and Innovation: Manage the marketing technology stack, in-house and third party, to ensure it supports strategic goals effectively. Evaluate and implement new technologies that can improve marketing efficiency and outcomes. Keep abreast of industry trends to maintain a competitive edge and propose innovative tech solutions.
• Performance Measurement: Continuously measure the performance of marketing technologies and strategies to determine their ROI and impact on customer acquisition, conversion rates, and overall customer lifetime value. Use insights to refine strategies and improve outcomes.
• Creative and Technological Collaboration: Foster a collaborative environment between cross functional peers and brand teams to ensure that technology and creativity merge to produce impactful marketing campaigns. Encourage ongoing communication and idea-sharing to leverage cross-disciplinary strengths.
• Vendor and Stakeholder Management: Manage relationships with technology vendors, service providers, and internal stakeholders to ensure project goals are met and technologies are effectively integrated into the company’s marketing efforts.
• Lead and nurture a team 5-6, some of which are people managers themselves.

About you

• Experience: 15+ years of experience working across CRM, digital marketing and/or consumer marketing at a consumer brand or agency. Proven experience generating consumer engagement and activating consumer data. Strong understanding of digital marketing ecosystems and customer data management platforms. Experience in creating new marketing capabilities to support experience planning and product innovation.
• Soft and technical skills: Strong analytical, communication, and leadership skills in data-driven decision making roles. Data-driven decision-making, managing cross-functional teams, and building customer engagement online, AI and machine learning tools for marketing optimization, and implementation of marketing technology solutions. Proficiency in CRM platforms (SFMC).
• Education: Bachelor's degree in marketing, IT or