Group Vice President, Customer Relationship Management

Are you a customer-focused leader who excels at relationship building? Do you have a passion for driving customer satisfaction? Do you have in-depth knowledge of the CRM marketing landscape? If so, you could excel as a Group Vice President, Customer Relationship Management Marketing at Spectrum.

At Spectrum, we keep nearly 32 million customers connected across our 41-state footprint. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet, TV, Mobile and Voice. Our Group Vice President, Customer Relationship Management Marketingplays an essential role in deepening customer satisfaction and retention through leveraging data driven insights to drive growth across all lines of business (Video/App, Voice, Internet, Mobile) for residential and business customers (includes multi-cultural communications).

BE PART OF THE CONNECTION

As a Group Vice President, Customer Relationship Management Marketingyou will oversee Marketing responsibilities for all aspects of the customer relationship including, communications, retention, engagement, upgrade, upsell, and loyalty programs with the goal of building long term customer relationships. You'll work on a high-performing, collaborative team that supports one another each and every day. It's a career that develops as you do, with opportunities to grow.

WHAT OUR GROUP VICE PRESIDENT, CUSTOMER RELATIONSHIP MANAGEMENT MARKETING ENJOY MOST

• Developing and executing customer-centric marketing strategies by identifying customer needs and designing targeted campaigns, including customer retention and engagement initiatives.
• Creating corporate customer communication strategies for residential and business customers to provide adequate notification of initiatives, including dates, impact, benefits, and actions necessary by customers. Initiatives include all equipment programs, mergers and acquisitions, programming changes and suspensions with customers, network and customer migrations, etc.
• Developing CRM platform(s) to collect and analyze customer data to utilize these insights to personalize and optimize marketing efforts.
• Collaborating with teams to align on strategies, service and sales initiatives to ensure a seamless customer experience.
• Develop compelling value propositions to resonate with customers while identifying high churn risk events, using marketing to improve customer retention during these times
• Leading and mentoring a high performing CRM Marketing team

You'll serve as a subject matter expert on customer lifecycles by segment to create positive customer experiences through ongoing research, testing and analysis, removing barriers to achieving key milestones. You'll play a key role in the company's Annual Notices & Customer Personal Security initiatives (CPNI) as well as advance digital and social media strategies to drive user engagement and build a community. You must be resourceful, eager to learn and able to adapt to an ever-evolving work environment and industry. If you're up to the challenge, you'll find a rewarding and fulfilling career at Spectrum.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Customer Relationship Management (CRM) 15+ years. Marketing experience 15+ years. MarTech, attribution and analytical experience 10+ years. Leadership experience at a senior-level 10+ years.
• Education: Bachelor's level degree or equivalent experience
• Technical skills: Deep experience and understanding of the CRM marketing landscape, including optimization and user strategies. Proven experience in customer marketing leadership roles with a strong history of successful campaign development and execution. Proven history of successful retention and loyalty strategies. Deep understanding of marketing principles, including direct and digital marketing, digital, social media, content marketing and brand
• Skills: Excellent analytical skills to interpret data and make informed decisions, specifically scaled testing, attribution and optimization. Strong executive-level communications and presentation skills to effectively convey marketing strategy to stakeholders.
• Abilities: Can adapt to changing dynamics and stay on top of emerging marketing trends. Can communicate orally and in writing in a clear and straightforward manner. Can prioritize and organize effectively. Can work well independently, as well as in cross-functional groups. Can use discretion and independent judgement to make decisions and solve problems while working under pressure. Can use personal computer and software applications - word processing, spreadsheets, databases. Knowledge of direct marketing strategies, tactics, and processes. Leadership abilities to manage and motivate a high-performing marketing team.
• Travel ability: Office environment
• Schedule: Full time; hybrid option for 1 day remote

Preferred Qualifications

• Knowledge of Cable, Internet, Phone and Mobile products and services, as well as Residential and Business experience

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas
• Learning Culture: With a focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career
• Total Rewards: See all the ways we invest in you-at work and in life

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