Director, Digital Relationship Management

Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply!

About Scotts Miracle-Gro :
At Scotts, we are passionate about helping everyone express themselves on their piece of the earth. As a leader in the consumer Lawn & Garden industry, we are constantly pushing boundaries and nurturing growth, both for plants and our people.

About the role:
This pivotal role is responsible for architecting and implementing a comprehensive vision for our CRM and loyalty programs to enhance customer satisfaction, foster loyalty, and ultimately drive significant growth in our 1P consumer base. The ideal candidate will be a data-driven strategist with a passion for understanding the customer journey and a proven track record of leveraging technology to create meaningful and lasting customer relationships.

Job Responsibilities
-Develop and implement comprehensive digital relationship management strategies focused on customer acquisition, retention, and loyalty through various digital channels (e.g., email, SMS, social media, loyalty program)

-Lead and manage the Digital Relationship Management team, providing guidance and fostering a high-performance environment.

-Oversee the effective utilization of CRM platforms and other digital tools to manage customer interactions and track performance.

-Analyze customer data and feedback to identify trends, opportunities, and areas for improvement in digital engagement strategies

-Develop and implement customer segmentation strategies to enable personalized communication and enhance the customer journey.

-Monitor and report on key performance indicators (KPIs) related to digital relationship management and provide insights and recommendations for optimization.

-Identify and evaluate new digital tools and technologies to improve efficiency and effectiveness of digital relationship management efforts.

-Manage budgets, vendor relationships, and negotiate agreements to support CRM and Martech initiatives

Skills
-Leadership & Management :Proven ability to lead, mentor, and motivate teams, manage cross-functional projects and influence decision-making

-Strategic & Analytical Thinking : Ability to develop and execute strategic plans , analyze data to derive actionable insights, and identify market trends and opportunities

-Communication & Interpersonal Skills : Excellent verbal and written communication, presentation, negotiation, and relationship-building skills.
-Technical Proficiency : Strong understanding and experience with CRM Systems, marketing automation platforms, digital communication tools, and data analytics tools.

-Customer Centricity : Deep understanding of customer behavior, needs, and preferences, and a passion for creating exceptional customer experiences.

-Project Management : Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.

-Problem-Solving & Adaptability : Ability to troubleshoot challenges, provide creative solutions, and navigate change in a dynamic environment.

-Collaboration & Cross-Functional Teamwork : Ability to work effectively with various internal teams (Marketing, Sales, IT, etc.) and external partners.

-Budget Management : Experience in managing budgets and ensuring cost-effective implementation of digital relationship management initiatives.

-Continuous Learning : Commitment to staying informed about industry trends, emerging technologies, and best practices in digital relationship management.

Experience: 
-Completed Bachelors Degree in Marketing, Business Administration, or a related field (Masters degree preferred)

-Minimum of 8-12 years of experience in CRM and Martech leadership roles, with a proven track record of managing digital customer relationships, and driving customer engagement and retention.

-Deep expertise in CRM platforms, (e.g., Salesforce, Hubspot, Braze, Dynamics) and marketing automation tools

-Strong understanding of customer segmentation, marketing automation, data platforms (CDPs), and analytics tools.

-Experience with various digital communication channels, such as email , SMS ,mobile, web, and social media. 
 

Here at ScottsMiracle-Gro, we believe providing an enriching and engaging employee experience is what sets us apart from other organizations. We recognize our employees are so much more than just their job title so we offer programs and benefits that support them in all aspects of their lives. Wondering how we do it? Below is a glimpse of our highlight reel…

• Our Live Total Health program provides you with options to align to your personal needs.  Selections range from medical, dental and vision coverage for you, your spouse/domestic partner and dependents to an outstanding wellness reimbursement program to an unbelievable 401K match (up to 7.5%) as well as a 15% discount on company stock and much more

• We know our talent is our most precious asset and your unique development contributes to our organization’s success now and in the future.  Career growth at our company is not always a ladder.  It’s much more like a rock climbing adventure.  Grow through exploration and experiences rather than a predictable linear path.

• We value the importance of family. We provide access to Maven Family Planning and up to $30,000 to accommodate for adoption, fertility and surrogacy.

• Be part of something bigger by joining one of our Employee Resource Groups focusing on diversity and inclusion, family, education and sustainability: Scotts Women’s Network, Scotts Black Employees’ Network, Scotts Veterans Network, Scotts Young Professionals, Scotts Pride Network (GroPride), Scotts Associates for a Greener Earth (SAGE), Scotts Family TREE and our Associate Boards.

• Join a company with a strong belief in giving back to the communities where we live and work.  We have a shared passion for service and volunteerism and believe participating in community service benefits our communities and strengthens our team. 

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent communities.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.