Yahoo is a global media and tech company that reaches hundreds of millions of people around the world, bringing them closer to what they love—from finance and sports, to shopping, gaming and news—with the trusted products, content and tech that fuel their day. For partners, we provide a full-stack platform for businesses to amplify growth and drive more meaningful connections across advertising, search and media.

Position Overview

We are seeking a highly experienced and strategic Director of CRM to lead the reinvention and modernization of Yahoo’s CRM initiatives across verticals such as Yahoo Mail, Yahoo Sports, Yahoo Finance, and Yahoo News, among others. The ideal candidate will have extensive knowledge of marketing websites and apps as products.

As the Director of CRM, you will be responsible for developing and executing comprehensive CRM strategies to drive customer engagement, retention, and growth across Yahoo’s diverse set of web and app properties. You will seek to continuously improve Yahoo’s CRM systems and processes, and lead a dedicated team to enhance our customer experience. This role is critical to our mission of being a helpful and trusted guide on the internet, returning Yahoo to cultural relevance, and driving business growth.

You will be an essential leader on the Yahoo Marketing team. You will establish and maintain a set of industry leading standards for CRM communications as it relates to creativity, design, innovation, cultural relevance, and data privacy.

This position requires an individual who is obsessed with striving for excellence in CRM strategy and operations, who is eager to partner with internal stakeholders to identify and drive solutions, and who has a proven track record of driving world class results.

The position requires coordination with internal stakeholders, senior level executives and external agencies and vendors. This position offers the opportunity to work with a dynamic, passionate and incredibly talented cross-functional team.

Key Responsibilities:

• Develop and Execute CRM Strategy: Create and implement high quality lifecycle CRM strategies that enhance engagement and retention among new and existing users across each of Yahoo’s vertical business units.

• Oversee CRM Systems: Manage and optimize CRM platforms including Zeta Global and Moveable Ink to ensure they elevate and deepen customer interactions across our websites and apps.

• Customer Insights and Analysis: Utilize advanced data analytics to understand customer behavior, preferences, and needs, and translate these insights into actionable strategies.

• Team Leadership: Lead, mentor, and develop a high-performing CRM team, fostering a collaborative and innovative work environment.

• Cross-functional Collaboration: Collaborate closely with Product, Analytics, Marketing Enablement and other departments to ensure CRM initiatives are seamlessly integrated across the organization.

• Performance Metrics: Establish and monitor KPIs to measure the effectiveness of CRM strategies and initiatives, with a focus on creating structured learning agendas that apply new opportunities forward.

• Customer Experience Optimization: Identify opportunities to enhance the customer journey on our websites and apps, improving overall satisfaction and engagement.

• Budget Management: Manage the CRM budget, ensuring efficient allocation of resources to achieve strategic goals.

Requirements:

• 10+ years experience in developing CRM strategy and executing email and push notification campaigns, and understanding of newsletters, service announcements, and other marketing communications

• Bursting with creativity and excitement about the chance to build the highest quality ecosystem of CRM communications that are additive to peoples lives

• Depth of knowledge around CRM systems operations for large scale marketers with complex ecosystems

• Expert understanding of email marketing best practices and CRM tools

• Experience working with email and marketing automation platforms (e.g., Stensul, Zeta Marketing Platform (ZMP), Epsilon, Sailthru, Salesforce)

• Expert understanding of attribution on web and app

• Experience with mobile MMPs (e.g. Appsflyer)

• Experience with loyalty program management

• Strong written and oral communication skills to both technical (Product Managers and Engineers) and non-technical audiences

• Experience navigating a highly matrixed organization

• Familiarity with modern news media newsletter trends and the competitive landscape

• Data-driven mindset with the ability to analyze metrics and draw actionable insights

• Knowledge of A/B testing methodologies

• Excellent communication and collaboration skills

• Bachelor's degree in Marketing, Communications, Journalism, or a related field

#LI-BD2

Yahoo is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Yahoo is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please submit a request via the Accommodation Request Form (www.yahooinc.com/careers/contact-us.html) or call 408-336-1409. Requests and calls received for non-disability related issues, such as following up on an application, will not receive a response.

At Yahoo, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion (www.yahooinc.com/diversity/) page to learn more.

The compensation for this position ranges from $123,005.00 - $267,335.00/yr and will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions, in addition to equity incentives. Yahoo provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation, sick time, parental leave and an employee assistance program. Eligibility requirements apply.

Yahoo has a high degree of flexibility around employee location and hybrid working. In fact, our flexible-hybrid approach to work is one of the things our employees rave about. Most roles don’t require specific regular patterns of in-person office attendance. If you join Yahoo, you may be asked to attend (or travel to attend) on-site work sessions, team-building, or other in-person events. When these occur, you’ll be given notice to make arrangements.

If you’re curious about how this factors into this role, please discuss with the recruiter.

Currently work for Yahoo? Please apply on our internal career site.