CRM & Lifecycle Manager

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Stores across the country.

We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.  

As part of the loyalty and retention team you will own the vision and execution of Dyson America’s CRM strategy. This role is open to Chicago and New York locations. This role oversees all promotional campaigns, retargeting touchpoints, and customer lifecycle programs for Dyson across US, Canada and Mexico markets. Reporting to the Head of Owner Loyalty & CRM, this role will be instrumental in growing prospect reach and driving owner engagement and retention through the creation of relevant journeys that delight Dyson prospects and owners. This is an exciting opportunity to own and execute the full scope of lifecycle marketing: actioning user insights, developing touchpoint strategy, co-designing creative, and analyzing results to optimize cross-channel journeys and ensure we deliver the right message to the right audience at the right time.

The CRM & Lifecycle Manager will define the contact strategy to grow prospects, deepen owner relationships, build engagement and encourage advocacy across email and SMS/mobile channels. The ideal candidate should be a self-motivated marketing professional, able to thrive in a fast-paced, results and deadline-driven environment. You are a natural leader and problem-solver who will bring the right balance of creative and analytical skills, as well as strong managerial experience in order to continuously develop and mentor the campaign managers and content producers on your team. This role will own CRM forecasting and revenue performance and must skillfully balance priorities of hitting Direct contribution targets while also driving longer-term retention and lifetime value.

You will have an exceptional understanding of

• Complex, multi-step trigger-automated journeys and batch campaigns with dynamic content in a ESP platform
• Email and SMS channel marketing and retargeting best practices, as well as familiarity with digital media and local social platforms
• Data privacy and compliance best practices in the region
• CRM funnel and corresponding KPIs for both prospect and owners
• A/B testing approach and best practices
• Implementation, tracking and measurement of one-to-one marketing campaigns

Responsibilities:

• Develop prospect capture and owner retention strategies around key stages of the  lifecycle, linking behavioral data and triggers within those programs to drive engagement
• Drive cross-category adoption and lead team responsible for delivering compelling owner journeys for the Americas
• Work closely with product marketing teams to cultivate a deep understanding of what resonates with our owners in order to develop and deploy  lifecycle onboarding and in-life programs
• Own and enable the CRM production schedule to drive efficiency and results, in partnership with Group Owner Experience and COE teams
• Optimize business rules that automate and drive content triggers based on channel selection, audience and messaging to improve program relevance
• Leverage AI and predictive modeling to deliver more personalized and compelling messages
• Broaden reach of Care content pre- and post-purchase to further educate owners on Dyson

Use analytical data to continuously test, measure and optimize the lifecycle program ensuring these continue to meet key business metrics and improve owner retention.

• 5+ years of experience in CRM or Marketing role
• Bachelor’s degree in Marketing or related field
• Positive, collaborative and productive professional relationship with key stakeholders
• Ability to work independently and with ambiguity amidst rapidly-evolving dynamics, along with the flexibility to adapt to changing business needs
• Experience with Salesforce Marketing Cloud a must have
• Excellent time management, organizational, planning and project management skills
• Experience managing and mentoring a high-performing team
• Proven ability to effectively manage external agencies to ensure we are optimizing touchpoints to deliver engaging experience and direct to consumer revenue
• Proficiency preparing accurate budgets and effectively managing expenses
• Excellent verbal and written communication skills
• Strong analytical presentations skills and comfort liaising with senior level stakeholders

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial benefits:

• 401K with up to a 4% match
• Company paid Life Insurance and AD&D
• Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:

• Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
• Pre-tax Commuter Benefits (applicable areas only)
• Generous Child Care Leave Program
• Wellness Program
• Employee Assistance Program
• Generous Dyson Product Discounts

Health benefits:

• Multi-Level Healthcare Coverage Options
• Vision & Dental Coverage
• Company paid Short-Term and Long-Term Disability