Director, CRM and Audience Management

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Director, CRM and Audience Management on our Business Operations team in Round Rock, TX .Dell Technologies is seeking an exceptional and experienced individual to lead the Targeting and Engagement team to build and operate Dell’s Customer Engagement Platform for the Consumer & Small Business segment. The role will be primarily focused on completing the build and scaling out the capabilities. Progressively, as waves of capability are delivered, the role will evolve from a project to operational focus to deliver on the marketing strategy in a digital era.Responsibilities:

Lead a team in the development and management of end-to-end processes that deliver customer targeting data to feed demand generation + marcom activities, delivering financial results

Play a role in the strategy of customer contact management to transform Consumer & Small Business (CSB) marketing to a faster, more dynamic, audience management practice; reducing reliance on a batch processed, list generation and execution, enabling Dell to capitalize a rich trove of data and insights

Collaborate with global Consumer and Small Business key stakeholders to gather and define technology requirements that enable and evolve the customer engagement platform (CEP)

Communicate requirements to IT and Technology teams to deliver customer engagement platform (CEP) functionality within documented timelines

Drive a consultative business practice with stakeholders that creates ‘test and learn’ innovation opportunities resulting in process efficiency, financial upside and/or improved customer experience

Monitor all process driven SLA’s and deliverable outputs ensuring seamless end to end operations

Orchestrate performance reviews that illustrate what is working and where there is opportunity for upside in areas of customer targeting such as opt outs, response rates, and conversion rates

Ensure global regulatory and legal compliance with Dell customer data usage

Develop strong stakeholder relationships with Consumer & Small Business segments (CSB) globally

Develop and drive change management and business transformation plan across business stakeholders

Acquire, develop, nurture and retain talent within the Consumer & Small Business (CSB) T&E and customer engagement platform (CEP) team

Partner with B2B, Regional CRM and BI teams to learn best practices and then translate them into new marketing ideas and practical opportunities for Consumer & Small Business segment (CSB) targeting and customer engagement

Foster an environment that utilizes industry best practices in areas of targeting, contact strategy & data driven marketing to drive the evolution of Dell's Consumer & Small Business (CSB) targeting activities

Requirements:

Undergraduate degree in Business, Information Technology or Mathematics; preferably Master's degree in Business Administration, International Business or Technology

Must have 7+ years proven experience in a Director level role

Deep understanding of financial implications of actions and outcomes linked to effective operational and strategic actions to improve business outcomes

Develop business plans and be able to assess business opportunities for fit with strategy and company vision; understand cost and revenue implications.

Robust business acumen

Ability to forge strong relationships with colleagues, clients, and strategic partners

Meticulous attention to detail and superior organizational skills

Proven and effective manager of people and projects - strong skills in analytical and strategic thinking

Ability to juggle many projects at once in a fast-paced environment; also a pro-activity in pursuing new projects and solving bigger team challenges

Flexibility and ability to push through indecision and ambiguity to deliver results

Proven ability to work with multiple internal teams requiring clear communication, evangelism and compromise

Candidate should be comfortable with executive-level presentations and influence as well as diving deeper into problem-solving with team

Flexibility, Utility and Mobility: it is a global team and function. As such, the leader must have the ability to flex, travel and work global hours. In return, it is expected that the leader can self-manage balance to ensure a healthy, productive balance between professional and personal commitments

BenefitsWe offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.If you share our passion for data and you’re keen to play a key role in driving progress, this is your opportunity to develop with Dell.Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .