Customer Direct Specialist Job

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Primary Location: Pittsburgh, PA

Job Tile: Customer Direct Specialist

Job Number: 2017-49317

Date Posted: 7-21-2017

Job Summary:

Deliver CRM communications across channels to drive customer interaction, purchases, retention and loyalty in both retail and ecommerce. Champion communications to ensure that each customer receives a highly personalized and engaging journey through every interaction.

Essential Duties and Responsibilities:

· Oversee and implement CRM communications with customers across direct channels, including email, direct mail, app messaging, etc.

· Create customer-focused, concise creative briefs driving personalization of communications and enter them into the creative work order system.

· Manage production grid of creative variability using segment and customer specific data to drive variability of communications based on customer needs and business objectives.

· Work with a cross functional team and external vendors to ensure creative meets messaging objectives, is approved and tested successfully before deployment to customers.

· Review, proof and perform quality assurance checks to ensure accuracy prior to scheduling deployment.

· Assist in the management of an ongoing direct communication planning calendar designed to optimize customer growth.

· Access, understand and use the tracking and reporting of performance metrics to maximize customer engagement and ROI based on communication strategy.

Leadership Responsibilities

  • Lead a cross functional team to implement personalization across channels.
  • Champion personalization across the organization.

Job Specifications:

3-5 years related experience in direct channels

Bachelor’s Degree in Marketing, Business Communications, Retail, or related field

Experience working in the email channel a plus


  • Demonstrated experience managing a project to completion with minimal guidance and oversight.
  • Ability to balance a rigorous attention to detail across projects with swift execution meeting deadline.
  • Strong written and verbal communication skills.
  • Self-starting attitude - ready to embrace opportunities to make an impact without needing to be told.
  • Proven strong planning and organization skills
  • Strong experience with Excel
  • Ability to communicate clearly and persuasively
  • Email channel experience required, other direct channels (web, mobile, digital, direct mail) preferred.

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Ted, VP, International Merchandising & Product Development

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