Director Customer Relationship Strategy

Profile

Best Buy

We believe that our company’s success depends on the passion and creativity of our amazing employees. To create environments in which our people can fully thrive, we turn to our guiding behaviors: Be human. Make it real. Think about tomorrow.

These set the tone for Best Buy, along with our Rallying Cry: Let’s talk about what’s possible.

Our supportive leaders collaborate with their teams through ongoing feedback and two-way dialogue to maintain a culture continual learning. All these factors combine to create an unbeatable experience for both customers and employees. If you like to have fun while you work, build confidence and grow your career, you’ll fit right in.

The Director, Customer Relationship Strategy is a newly created role within the Customer Office focused on defining, prioritizing, and championing enterprise-wide CRM and customer contact strategies. The position requires a highly effective collaborator who can influence and champion change across different departments and functions without having direct responsibility for CRM delivery. The role will be integral in helping meet our corporate goal of doubling the number of significant customer relationships to 50 million by fiscal 2025.

Best Buy’s purpose is to enrich lives through technology and the organization does that by leveraging a unique combination of tech expertise and human touch to meet customer’s needs. As the company continues to transform, we are significantly expanding our digital, virtual, in-store and in-home experiences to better engage and serve customers. These experiences will be central in building and expanding our customer relationships over the long term.

What is the work?

Develop an enterprise CRM strategy, across Sales, Service, and Marketing interactions which drives seamless communication, greater personalization, and efficient resolution throughout the customer relationship

Lead management of the newly developed Enterprise CRM Council which includes executive leadership representation from Customer Care, D2C Sales, B2B Sales, Health, Technology, Marketing, and the Customer Office

Create and gain alignment to an enterprise-wide intake process for new CRM initiatives. Define and prioritize the most important and impactful initiatives ensuring buy-in from key stakeholders

Develop, socialize, and gain alignment to an annual strategic CRM plan which includes budget needs, initiative timelines, dependencies, and go-to-market plans

Identify key enterprise opportunities with technology, data, and business processes. Identify CRM trends and approaches to innovation including personalization, emerging channels, AI/ML, etc. Partner with functional CRM leaders to build business cases and gain approval

Identify KPIs and specific goals for enterprise CRM council and key initiatives. Track progress against goals and communicate across the enterprise

Key Relationships:

Reports to: VP, Relationship Strategy

Key partners:

VP, Customer Care

VP, Direct Sales

VP, Sales & Category Ops

Sr Director, Sales & Strategy Enablement

President, BBY Advertising Media & CRM

Director, CRM Strategy (Marketing)

Knowledge, Skills and Abilities required to be successful:

10 years of work experience focused on Customer Relationship Management, Consulting, Strategy, Sales or Customer Experience

5 years of direct experience in Customer Relationship Management with a focus on Sales, Service or Customer Care

2 years of experience with Expertise in CRM platforms (Microsoft Dynamics and/or Salesforce) for Sales, Service or Marketing.

Knowledge and experience with enterprise data and CDPs, how it relates to CRM, and how data integration is used to maximize the use of CRM Experience

Working knowledge of contact center tools and technologies

Experience creating and leveraging sales processes, sales automation, and CRM systems

Proven ability in partnering with senior leaders, working cross-functionally in ambiguous environments, identifying business/customer/employee problems to be solved, crystallizing strategic thoughts, and facilitating large groups

Demonstrated skills in customer insights, business strategy, project management, technology trends, leadership, business transformation and innovation

Preferred Qualifications:

Bachelor's Degree in Business, Marketing, Computer Science, Data Science/Analytics or related field. MBA or advanced degree in an analytics field, a plus.

MS Dynamics or Salesforce certifications

Company info

Best Buy
Website : http://www.bestbuy.com