CBS Corporation Director, CRM in New York, New York

Director, CRM

REF#: 30936


JOB TYPE: Full-Time Staff




The Director, CRM is responsible for the development and execution of Showtime’s subscriber engagement and retention strategy across email, mobile push and paid channels. Provide strategic oversight, and lead all implementation of Showtime’s customer relationship management (CRM) and marketing automation programs including customer journeys that drive deeper engagement and increased affinity for our brand and our programming. The Director manages a team that executes targeted, personalized email and mobile push marketing communications, and develops audience segments leveraged in paid media. The Director works closely and collaboratively with various internal and external partners, including Marketing Technology, Project Management, Marketing Analytics, Social Marketing, Subscription Marketing, Research, Product, Creative, Media, Program Marketing, Business Affairs and Legal.

Specific Responsibilities:

CRM Strategy and Marketing Automation Leadership:

  • Develop strategy, oversee implementation and continually optimize and evolve all elements of Showtime’s CRM program

  • Lead the development and ongoing optimization of Showtime’s CRM program and roadmap, including all email and mobile push campaigns that engage prospects, free trial users, paid subscribers, and lapsed subscribers.

  • Leverage inights including subscriber intelligence, audience modeling, 3rd party data, social and website data to develop and oversee personalized, timely marketing communications to various audience segments

  • Build and optimize customer journeys, continually assessing the strategic integration of dynamic content emails, mobile push and social.

  • Develop and oversee implementation of all-encompassing CRM test plan, conducting ongoing A/B testing, identifying actionable insights and sharing learnings with key stakeholders.

  • Manage Showtime’s marketing-level partnership with third-party marketing automation and content platforms.

  • Define success metrics for all marketing automation initiatives and partner with Digital Analytics team to derive performance insights and create meaningful, directional campaign analysis.

  • Optimize and measure efficacy of CRM programs against customer lifecycle KPIs.

  • Oversee development and management of weekly and monthly email newsletters

  • Oversee marketing agency resources dedicated to CRM and ensure high quality, efficient, results-driven work product that achieves or exceeds Showtime-established KPIs.

  • Liaise with senior leaders across the organization, acting as internal subject matter expert on email and mobile push marketing and broadening awareness of CRM campaign activity and actionable insights.

  • Maintain strong, collaborative relationships with internal partners, including Digital Marketing, Social Media, Subscription Marketing, Product, Research, Media, Digital Technology/Development, Public Relations, Program Marketing, and Legal.

Team Leadership:

  • Motivate, mentor and develop great talent and lead the professional development of direct reports.

  • Oversee Managers in the development and refinement of processes, best practices, and campaign timelines.

  • Ensure team is consistently optimizing campaign performance and managing vendors and partners efficiently.

  • Actively follow industry trends and ensure team is assessing, and strategically acting on, platform and landscape changes as they occur.



  • Minimum of 6-8 years CRM and marketing automation experience required, with emphasis on acquisition or direct response strongly preferred

  • Strong understanding of customer retention, CRM and database marketing ideally with an online subscription business

  • Highly proficient in targeted marketing through digital channels in particular email, mobile and direct response social marketing.

  • Experience in operating and developing campaigns using a Marketing Automation platform

  • Strong understanding of marketing trends in digital, social, and mobile.

  • Deep understanding of how users interact with digital content and how to generate direct engagement from marketing communications utilizing digital content

  • Ability to manage and guide direct reports

  • Ability to interface effectively with all levels of management

  • Ability to work independently

  • Ability to handle dynamic industry with constant developments

  • Excellent written and verbal communication skills

  • High attention to detail

  • Strong interpersonal skills

  • Strong organizational skills

  • Flexibility and ability to multi-task changing priorities

  • Proficiency in Word, Excel and PowerPoint/Keynote



SHOWTIME and its critically-acclaimed, award-winning original series continue to make their mark on the cultural landscape, with one of the most successful programming slates in all of television. With an impressive line-up of new and returning original series, the SHOWTIME hit dramas and comedies include TWIN PEAKS, HOMELAND, SHAMELESS, BILLIONS, RAY DONOVAN, THE AFFAIR, I’M DYING UP HERE, SMILF, and THE CHI. SHOWTIME will also debut two limited series this year, PATRICK MELROSE staring Benedict Cumberbatch and ESCAPE AT DANNEMORA from Ben Stiller. Original series play a key part in the SHOWTIME programming mix, along with box office hits, comedy and music specials, provocative documentaries, and hard-hitting sports programming, including the flagship franchise SHOWTIME CHAMPIONSHIP BOXING®, the Emmy Award-winning documentary series ALL ACCESS, A SEASON WITH and the Emmy Award-winning veteran series INSIDE THE NFL. SHOWTIME is currently available to subscribers via cable, DBS and telco providers, and as a stand-alone streaming service through Apple®, Roku®, Amazon, Google, Xbox One and Samsung. Consumers can also subscribe to SHOWTIME via Hulu, YouTube TV, Sling TV, DirecTV Now, Sony PlayStation® Vue and Amazon Channels. The network’s authentication service, SHOWTIME ANYTIME, is available at no additional cost to SHOWTIME customers who subscribe to the network through participating providers. Subscribers can also watch on their computers at and

Showtime Networks Inc. (SNI), a wholly-owned subsidiary of CBS Corporation, owns and operates the premium television networks SHOWTIME®, THE MOVIE CHANNEL™ and FLIX®, and also offers SHOWTIME ON DEMAND®, THE MOVIE CHANNEL™ ON DEMAND and FLIX ON DEMAND®, and the network's authentication service SHOWTIME ANYTIME®. Showtime Digital Inc., a wholly-owned subsidiary of SNI, operates the stand-alone streaming service SHOWTIME®. SNI also manages Smithsonian Networks™, a joint venture between SNI and the Smithsonian Institution, which offers Smithsonian Channel™, and offers Smithsonian Earth™ through SN Digital LLC. SNI markets and distributes sports and entertainment events


Equal Opportunity Employer Minorities/Women/Veterans/Disabled