Director, CRM, PLCC Customer Care

Director, CRM, PLCC, & Customer Care

As the Director of CRM, PLCC & Customer Care at Big O Brands, you will lead the strategy, execution, and continuous improvement of our customer engagement, retention, and customer care initiatives. This role is responsible for maximizing the value of Big O's CRM platform, Private Label Credit Card (PLCC) program, customer loyalty efforts, and customer care operations, including oversight of our customer contact center partner in Mexico.

This position is accountable for one of the Company's largest National Marketing Fund investments and is responsible for delivering measurable business outcomes through increased customer retention, improved customer lifetime value, PLCC growth, and enhanced customer experience performance.

Responsibilities include CRM strategy & customer lifecycle management, customer engagement & retention, additional responsibilities such as customer care & contact center leadership, marketing & CRM collaboration, private label credit card (PLCC) program leadership, franchisee engagement & support, data analytics & customer insights, budget management & ROI accountability, leadership & cross-functional collaboration.

Qualifications include a bachelor's degree in Marketing, Business, Customer Experience, Communications, or related field; MBA preferred. 10+ years of progressive leadership experience in CRM, Customer Experience, Customer Care, Loyalty, Marketing, or related disciplines. Experience managing contact center operations and PLCC programs. Strong analytical, financial, leadership, and communication skills. Bilingual in Spanish/English is a plus.

Benefits include market competitive compensation, 401(k) and Roth with company match, immediate 100% vesting, comprehensive benefits including medical, dental and vision, company paid short term disability and employer subsidized long term disability, company paid life insurance, discounted tire purchasing, tuition reimbursement, employee assistance program, generous paid vacation and paid time off, customizable voluntary benefits, and more!!