#HIRING: #UFC - Director of CRM - Ultimate Fighting Championship - Las Vegas, NV Summary: Developing valuable and long-term engagement with our customers is a major initiative and the development of marketing plans and strategies to drive this form of engagement is critical for our business. With a mastered view of the customer, this position will oversee development of initiatives and campaigns that focus on building the relationship and value we realize from our customers. The Director of CRM is a new, senior-level marketing role responsible for the creation of new team dedicated to customer relationship management. Initially, the role will oversee the design, development and roll-out of a CRM solution integrated with the company’s consumer databases as well as the hiring of key people who will be in charge of engagement, cross sell, retention, and loyalty. The position will be on the forefront of developing CRM objectives and strategy that align with corporate plans as well as localized initiatives driven by International teams. Ensuring best practices and standards are used in implementation and ongoing operations of CRM systems will be key to the position; while directly leading the selection process for CRM software and vendors, oversee new implementations and acting as liaison between vendors and Zuffa will be underlying responsibilities. The successful candidate will have demonstrated track record of excellence in the fields of CRM and customer analytics, database marketing, and will have an impeccable command of consumer marketing. Responsibilties: 1. Develops multi- channel engagement marketing strategies (with an emphasis on email, social, direct mail, SMS, mobile, and rewards). 2. Designs, develops, launches, and implements enhancements to a new CRM system as required. 3. Oversees data integrity and manipulation tasks. 4. Troubleshoots issues reported by all CRM users as needed. 5. Writes policies, procedures, and technical documentation. 6. Drives the calendaring, messaging, testing/optimization, audience selection, creative development, and analysis/key insights for all campaigns to continually test, learn and leverage in order to maximize consumer engagement and transactional revenue growth. 7. Aligns marketing strategies with customer experience to ensure quality of interaction, quality of product/experience delivered, and the establishment of a motivation for return business. 8. Partners with internal departments to ensure marketing strategies are aligned with forecasted business results. 9. Develops and maintains CRM database to support, drive and measure CRM initiatives. 10. Creates a single-view of customer analytics framework to better track key KPIs. 11. Works closely with Analytics and technical teams to ensure measurement, tracking plans and analysis are strategically aligned and are fully functioning across all channels. 12. Manages growth and overall health of consumer database. 13. Builds and develops a team of high-skilled customer marketers. 14. Works with business owners and applicable team members on enhancement requests and teaches them how to utilize existing functionality as effectively as possible. 15. Works with software providers to take advantage of applicable technology to automate manual processes and improve communications relevancy by developing behavioral and remarketing campaigns. 16. Partners closely with technology team to ensure we are using technology to drive the best possible email program, including automating manual processes, achieving optimal data segmentation, and developing behavioral and remarketing campaigns. 17. Acts as champion of the CRM initiatives in the organization, facilitates and prioritizes cross-functional CRM requests, and serves as point-person for managing and escalating CRM issues/barriers/decisions to the appropriate level. 18. Manages growth and overall health of customer database. 19. Develops metrics to measure performance of implemented initiatives and ROI. 20. Manages CRM team, sets goals, establishes performance criteria, designs procedures, assigns projects, measures results and job performance/work levels. Minimum Qualifications: 1. Deep direct marketing experience including database marketing, email, direct mail, and customer lifecyle management. 2. Advanced experience with campaign management tools is highly desirable. 3. Experience working closely with database marketers,data warehouse and business intelligence experts, and CRM system vendors. 4. Technical familiarity and experience with back-end technologies and reporting architectures. 5. Outstanding analytical skills and database marketing capabilities. 6. Passion for and hands-on experience with latest test and learn techniques. 7. Understanding of predictive modeling and customer lifetime value modeling. 8. Hands-on experience in developing programs to improve customer retention. 9. Excellent collaboration, interpersonal and project management skills. 10. Proven ability to think strategically. 11. Ability to work in a collaborative environment and drive several projects at once. 12. Ability to plan, organize and establish priorities to achieve results. 13. Highly-motivated, creative thinker/problem solver. 14. Experience with leading direct reports and cross-functional teams. 15. Ability to succeed in a fast-paced, entrepreneurial environment. 16. Bachelor’s degree required. MBA or Master’s preferred. Zuffa offers an excellent benefit plan including medical, dental, vision, LTD, life, supplemental life, short-term disability and 401(k). Las Vegas, where Zuffa is located, offers world-class entertainment, restaurants, spas and accommodations. It also has excellent communities away from all of the action on the Strip where life is similar to that of other large cities. Zuffa is an Equal Opportunity Employer Note: When you apply for this job online, you will be required to answer the following questions: 1. What is your experience with database marketing, email direct mail and customer livecycle management? 2. What is your experience with designing, developing, and implementing a CRM solution? 3. What interests you about this opportunity?
Posted on: Sat, 10 Aug 2013 16:33:21 +0000
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