CRM Director

General Assembly is a venture-backed, NYC-based startup focusing on education for individuals and enterprises in the areas of technology, design, and entrepreneurship. We currently have physical classrooms in 15 cities across 4 continents, with tens of thousands of students coming through our doors.

You'll be a critical part of the global Marketing leadership team reporting directly to the CMO and the business champion of CRM. You'll own the design, operations and performance of GA.co’s CRM and global email program to strengthen relationships with key constituents in the GA community. You should be a strategic and creative thinker with very strong analytic skills and a firm understanding for the art and science of CRM. You put the customer and data at the center of everything you do.

* Lead and manage the development of annual and seasonal plans that support the successful achievement of program and business goals by streamlining processes, increasing efficiency, revenue, and downstream retention. * Create and manage a meaningful customer segmentation and contact strategy in collaboration with the Analytics team, executing timely and accurate deliveries of marketing strategies to achieve business goals. * Establish and implement best practices for database marketing processes, measurement, evaluation, data capture, maintenance and customer/prospect list selection; tracks and communicates program results. * Build internal communications to foster collaboration between the Campus Marketing and Product, planning and allocation, technology and operations functions in the company as it relates to better understanding both current customers and opportunities to acquire new ones. * Lead the design and development of GA’s CRM infrastructure by defining CRM infrastructure business requirements and providing leadership for the installation, configuration, support and proper use of the firm’s CRM and eCommerce systems. * Manage a team of at least four operators and analysts. * Analyze the performance of various content and ensure a regular flow of additional content developed based on those insights.

**Core Competencies/Attributes** * Excellent understanding of CRM principles in a B2C and B2B environment. * Analytical skills with an ability to clearly translate results into actionable insights. * Able to think through problem solutions, sell cooperative solution agendas, and integrate internal/external efficiencies. * Analytical skills with an ability to clearly translate results into actionable insights. * Knowledge of databases including SQL and compatible reporting tools * User interface design, information architecture and creative design aspects * Project management principles and disciplines **Qualifications** * 7+ years marketing/CRM experience, including leading customer loyalty and direct marketing programs. Familiarity with CAN-SPAM compliance. * 2+ years people management experience. * Experience driving organizational culture that instills focus on customer satisfaction by continuously improving services, processes, systems and collaborative capabilities. * Global experience in lead-gen experience a plus.