Vice President, Customer Relations

Job Summary:

Responsible for creating, developing, and leading the enterprises Customer Relationship Management strategy, system and programs to support key business initiatives. Responsible for developing strong marketing relationships and partnerships with internal and external leaders to drive results that meet business unit and enterprise goals and objectives. Plans and develops customer relationship strategies and plans to support key business initiatives. Manages the CRM department and its outreach to various organizations and agencies. Promotes and protects the marketing reputation of the organization and analyze existing customer relationship information against industry best practices.

Responsibilities/Tasks:

? Oversee and manage the enterprise CRM initiative including all aspects of external and internal customer relationships. ? Develops an integrated customer contact strategy and governance process. ? Leads the development and execution of customer retention and loyalty efforts for the lines of business. ? Manages the marketing operations functions (database, list management, data management) for headquarters and field operations ? Provides customer analysis, results reporting, data mining, and client information to support data-driven marketing programs ? Implements and supports a complex CRM infrastructure, including campaign management, contact management, and relational databases ? Leverages customer information to provide guidance for design, analysis, measurement, and reporting of marketing campaigns ? Develops marketing systems to improve customer experiences, marketing effectiveness, and operational efficiency ? Manages data query and analysis of existing customer base ? Prioritizes requests for ad hoc analyses, results reporting, data fulfillment, and targeting opportunities ? Defines and executes a strategy for the continuous development of aggregate and individual-level customer data ? Measures trends in key business metrics and distributes information to the organization ? Maintains budget responsibility for the marketing technology and systems activities ? Acts as primary liaison with internal and external partners to manage and coordinate list management, as well as track and report on marketing initiatives ? Works closely with Marketing department on marketing program management, criteria development, segmentation and targeting strategies, and results reporting to maximize marketing program performance ? Build appropriate infrastructures to support digital engagement.

Qualifications: * BA Marketing Degree, MBA in Marketing preferred.

* At least 10 - 15 years experience in marketing. 5 plus years marketing leadership experience at the senior level required.

* CRM experience required. * Excellent oral and written communications skills.

* Ability to work effectively and persuasively with senior leaders and key stakeholders across the organization.

* Works well under pressure and has the ability to deal with multiple changing priorities.

The American Red Cross is an Equal Opportunity Employer.

Please refer to job code 8010BR when responding to this ad.

Category:	Advertising/Marketing/Public Relations
	> Business Development
Location:	Washington, DC
County:	District Of Columbia County
ZIP Code:	20001
Pay Rate:	Open
Job Terms:	full time
Company:	The American Red Cross
Phone:	email only please
Fax:	email only please