Director of CRM, Product

Summary

Join Care.com as their dynamic Director of CRM, leading the strategy, development, and optimization of their CRM platform. This pivotal role enhances customer engagement, improves user experiences, and drives business growth. You will develop and execute a comprehensive CRM product strategy, define and manage the product roadmap, and act as the primary advocate for the platform. Collaboration with various teams is crucial, leveraging data analytics to inform product decisions and personalize user experiences. The ideal candidate possesses extensive CRM experience, strong leadership skills, and a deep understanding of customer journey mapping.

Requirements

• Minimum of 10 years of experience in CRM product management or related roles, with at least 5 years in a leadership position, preferably within a double-sided marketplace or consumer technology company
• Extensive experience with leading CRM, Multichannel marketing platforms such as Iterable, Salesforce, HubSpot, Twilio, Movableink, Monetate, segment, hightouch, Microsoft Dynamics 365, including configuration, customization, and integration
• Strong understanding of APIs, data management, and system architecture, with experience leading integrations between CRM systems and other platforms like marketing automation tools, billing systems, and customer data platforms (CDPs)
• Knowledge of analytics and reporting tools to measure performance and identify actionable insights, including tools like Tableau, Power BI, or Google Analytics
• Familiarity with automation, AI, and machine learning features within CRM tools to improve personalization and operational efficiency
• Strong analytical and problem-solving abilities, with a track record of leveraging data to drive product decisions and business outcomes
• Proven experience in leading cross-functional teams, managing complex projects, and driving organizational change
• Deep understanding of customer journey mapping and a commitment to enhancing user experiences
• Excellent verbal and written communication skills, with the ability to effectively convey complex concepts to diverse stakeholders

Responsibilities

• Develop and execute a comprehensive CRM product strategy that aligns with Care.com’s business objectives and enhances the customer journey for both caregivers and care seekers
• Define and manage the CRM product roadmap, balancing short-term business needs with long-term scalability and innovation
• Act as the primary advocate for the CRM platform, championing its importance and aligning its development with company goals
• Lead the design, development, and deployment of CRM features and functionalities, ensuring scalability, reliability, and user-centric design
• Partner with marketing, sales, customer service, engineering, and data analytics teams to ensure the CRM platform effectively supports cross-departmental needs and initiatives
• Utilize customer data and analytics to inform product decisions, personalize user experiences, and drive engagement and retention strategies
• Oversee the integration of the CRM system with other platforms and tools, ensuring seamless data flow and process automation across the organization
• Build and mentor a high-performing CRM product team, fostering a culture of innovation, collaboration, and continuous improvement
• Establish and monitor key performance indicators (KPIs) to assess the effectiveness of CRM initiatives and drive data-informed enhancements
• Ability to go deep into technical challenges with engineering and third party solution providers

Benefits

• Health insurance coverage
• Life, and disability insurance
• A generous 401K employer matching program
• Paid holidays
• Paid time off (PTO)
• Annual bonuses and short- and long-term incentives