ESPN, Inc. Senior Director, CRM in New York, New York

Working at ESPN is unlike anything else. That’s because we’re always finding new ways to interact with fans – however and wherever they connect with sports. When you have the latest technology, game-changing ideas and world-class talent on your team, every day is extraordinary.

ESPN is looking for a talented and experienced professional to lead the strategic vision and execution for our in-house Fan Response Marketing (FRM) team.

Responsibilities :

  • Lead collaboration with multiple stakeholders across the company: Global Data and Ad Products, Digital Ad Sales and Fan & Media Intelligence to establish a best in class approach to a holistic consumer insight & data driven marketing effort

  • Responsible for our ESPN retention efforts – driving adoption of our platform, utilizing current loyalty efforts (Insider) and measuring response daily/weekly/monthly.

  • Understand and drive the strategy & implementation behind Customer Acquisition Cost(CAC)/Lifetime Value (LTV) as it relates to Fan Value/Deciles and build framework for sequential and personalized messaging

  • Develop Fan Engagement road maps for our core company efforts – Affiliate, Sales & Marketing, Content etc.

  • Partner with our Customer Care team to understand and address customer service issues related to our retention/loyalty efforts

  • Oversee customer information, capture and report on performance and work with data analytics resources to improve accuracy, frequency and quality of fans to grow our understanding of fans

  • Clearly and frequently communicate to company leadership the performance of our marketing efforts against agreed upon CRM metrics – including ratings and sales

  • Work with FMI team on customer segmentation and cohorting for targeting and analysis

  • Build national, regional and local models that can be scaled quickly

  • Must understand nuance, relevancy and know how to communicate the data points that will drive our business forward

  • Collaborate with the Retail team to drive insights into our branded merchandise efforts

  • Oversee vendors related to CRM systems & retention for optimal productivity

Basic Qualifications :

  • Minimum of 15 years overall business experience, with a minimum of 12 years in Customer Relationship Management (CRM) or related field (client or agency)

  • 10+ years of managerial experience with various teams

  • Experience defining, executing and leading retention based efforts with proven ability to lead cross functional teams and drive positive results

  • Familiar with ROI and attribution modeling

  • Analytical skills and ability to translate these insights to different audiences

  • Knowledge of the media landscape, and a passion for making a difference

  • Experience with leading and directing vendor/agency relationships and defining their scope of work, deliverables, budget and timelines

  • Advanced quantitative expertise is a must; capable in applicable technical software related to CRM and retention

  • Hands on program execution and management in a high velocity/dynamic environment

  • Ability to sell your vision to teams across the company

  • Impeccable attention to detail

Preferred Qualifications :

  • Resourceful, open minded, can-do positive attitude who is inspired by challenges

  • Understanding of sports environment

Required Education :

  • Bachelor’s Degree is required

Preferred Education :

  • Master’s degree is a plus

Company Overview :

Imagine a career with an organization that brings smiles to millions every day. Imagine working with people whose passion for what they do is simply indescribable. We are The Walt Disney Company, live with a rich legacy of innovation, entertainment, and lifelong memories. With our vast array of both businesses and professionals, you’ll have the opportunity to join a team that’s beloved around the world, and to find out how it feels to love what you do. We invite you to discover for yourself why a career with Disney is the opportunity you‘ve been looking for.

Additional Information :

ESPN is an equal opportunity employer - Female/Minority/Veteran/Disability/Sexual Orientation/Gender Identity. Our goal is to create an inclusive workplace for all.

Job ID: 531648BR

Location: New York,New York

Job Posting Company: Media Networks