Senior Director, CRM

Yahoo serves as a trusted guide for hundreds of millions of people globally, helping them achieve their goals online through our portfolio of iconic products. For advertisers, Yahoo Advertising offers omnichannel solutions and powerful data to engage with our brands and deliver results.

The Sr. Director, CRM leads Yahoo's centralized CRM organization and owns the performance of the channel portfolio - the engagement, retention, and revenue it drives, the quality of every message that reaches a user, and the efficiency with which the organization delivers it.

• Own Yahoo's CRM channel performance end to end, setting and delivering against explicit scale, quality, and efficiency targets - reach and message volume, engagement and retention contribution, deliverability and defect rates, and cost and cycle time per program.
• Set the multi-year vision and annual roadmap for the CRM organization, and lead and develop the senior leaders running Channel Strategy, Operations, and Innovation.
• Define the role of each vehicle in the portfolio - email, push, SMS, newsletters, in-product messaging, and emerging surfaces - including what each is best suited to carry, how they orchestrate together, and where fallback and suppression logic applies.
• Own how programs come to life, whether they originate as a lifecycle priority from Customer Strategy, a launch or campaign from Product Marketing, a strategic request from a business or product leader, or a compliance, service, or transactional requirement. In every case you translate the objective and intended audience into a working program - the program architecture (always-on versus campaign, triggered versus scheduled, promotional versus service), the segment and trigger logic that puts the right user in the right flow, entry and exit criteria, cadence and sequencing, and the dynamic content and data plumbing that render personalization in-channel.
• Own contact strategy and channel governance: frequency caps, prioritization and conflict resolution when multiple products target the same user, eligibility and suppression rules, and the channel calendar.
• Own the optimization agenda, directing testing across messaging, creative, send time, cadence, sequencing, audience construction, channel mix, and dynamic content, and codifying what works into standards rather than leaving it in individual campaigns.
• Oversee execution across all CRM-managed communications and maintain the operating standards that make it repeatable - intake, SLAs, quality assurance, change control, deployment protocols, and escalation - while driving the efficiency gains that come from modularization, templating, and automation.
• Serve as the formal CRM partner to Product and Engineering leadership, co-owning roadmap commitments for customer events, triggers, APIs, data feeds, audience creation, platform integrations, and real-time messaging.
• Own the CRM innovation agenda, incubating and scaling AI-enabled personalization, generative content production, predictive audience and send-time models, automated quality assurance, and new messaging surfaces, with a clear path from experiment to production standard.
• Partner with Analytics and Data Science to define channel measurement frameworks, program and vehicle-level KPIs, incrementally and experimentation roadmaps, and the insight loops that tell the organization what to scale and what to stop.
• Set standards for deliverability, channel health, data integrity, consent, segmentation, and sender reputation; ensure communications meet brand, accessibility, privacy, localization, and legal requirements with the teams accountable for those inputs; and lead the CRM response to communication incidents.
• Manage the CRM budget, staffing plan, platform and vendor strategy, and resource priorities, and communicate channel performance, risks, and trade-offs directly to senior leadership.

• 12+ years of experience in CRM, lifecycle marketing, retention, marketing operations, or customer engagement, including substantial experience leading leaders and multidisciplinary teams.
• Demonstrated accountability for the performance of an owned channel or channel portfolio at consumer scale - setting targets, forecasting outcomes, and delivering measurable engagement, retention, or revenue results.
• Proven success owning channel strategy in a high-volume organization: defining the role of each vehicle, designing program architecture, and setting contact,…