Director, CRM Loyalty - Plano, TX (Onsite)

Position Summary

This role is not eligible for immigration sponsorship.

Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States.

For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better.

As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact.

To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

The purpose of the Director, CRM Loyalty position is to own the strategy, governance, and measurement of CRM-driven customer retention and loyalty programs across Samsung.com. This role is responsible for using CRM - and the Post-Purchase Experience (PPX) CRM program specifically - to grow ecommerce revenue through second and ongoing purchases, deepen customer lifetime value (CLV), and build loyalty across all Samsung product categories.

Role & Responsibilities

• Own the CRM Loyalty strategy for Samsung.com, using owned channels (email, SMS, MMS, RCS, push) to drive incremental ecommerce revenue through second and ongoing purchases across the customer lifecycle.
• Direct the PPX (Post-Purchase Experience) CRM program as the primary lever for customer retention and loyalty, measuring success through customer lifetime value (CLV) and purchase frequency and breadth across product categories.
• Build and manage segmentation and lifecycle strategies that convert first-time buyers into repeat, cross-category Samsung customers, partnering with Data Science/Insights teams on 1:1 personalization and targeting.
• Develop and own a CLV-based measurement framework, benchmarking retention and repeat-purchase KPIs against targets and reporting results and recommendations to senior stakeholders.
• Bring AI capabilities to fruition within the CRM program - including automated decisioning, predictive next-best-action, and generative content - to deliver hyper-personalized experiences that deepen retention and loyalty at scale.
• Partner with eCommerce, Category Management, and Corporate Marketing to align loyalty and retention CRM strategy with ecommerce revenue goals across all product lines.
• Direct agency and vendor partnerships supporting PPX and loyalty CRM execution, setting scope, cadence, and performance accountability.
• Oversee end-to-end campaign production for loyalty and retention programs, including creative direction in accordance with brand guidance, structuring A/B tests, and post-campaign results reporting.
• Evaluate and recommend membership or rewards-based loyalty program strategies as a complement to CRM-driven retention efforts.
• Manage direct report(s) and oversee staffing, prioritization, and quality across loyalty and retention CRM programs.
• Champion continuous advancement of marketing automation, targeting, and personalization capabilities in partnership with development, design, and platform vendor teams to improve retention and lifetime value.
• Partner cross-functionally with Privacy & Legal, PR, CRM Governance, CRM Operations, creative agencies, and Reporting/BI teams.

Minimum Qualifications

• Bachelor's degree with 12+ years of experience in Digital Marketing, including CRM Marketing (campaign strategy, segmentation and performance management)
• MBA degree preferred
• 3+ years managing direct reports
• Experience with CRM systems, including Adobe Campaign, Movable Ink, Attentive, Insider One
• Team-first leader who can leverage data and technology to inspire the organization
• An iterative thinker who can challenge the status quo via data. Process-orientation to enable scale
• Consummate collaborator committed to communication excellence
• Experience using CRM to drive ecommerce revenue through second and ongoing purchases, not just initial acquisition
• Experience with PPX (Post-Purchase Experience) CRM programs to drive customer retention and loyalty, as measured by customer lifetime value (CLV) and purchases across product categories
• Preferred Qualifications
• Experience with membership or rewards-based loyalty programs is a plus

• #LI-MR1
• Life @ Samsung -

Benefits @ Samsung

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

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• Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.