Job Summary:

The Manager CRM is responsible for defining and implementing strategies that successfully build profitable, long-term customer relationships across the entire customer journey. This role will develop, implement, launch, test, and monitor results for customer relationship management programs that utilize customer data to create dynamic marketing communications to acquire, engage, and retain customers. This position will frequently interface with cross-functional teams and possess the ability to both comprehend and communicate technological concepts, while tying outcomes to business objectives. The Manager CRM will also be responsible for enhancing and innovating our loyalty program by partnering with key stakeholders (analytics, IT, creative, etc.) to drive the loyalty roadmap based on enterprise-wide strategic objectives. This position will report directly to the VP Marketing Strategy.

Duties and Responsibilities:

- Develop a cross-channel CRM strategy focused on driving engagement, sales and loyalty with new and existing customers.

- Oversee and enact CRM marketing programs across email, SMS marketing, digital, e-commerce and in-store (POS).

- Lead day-to-day priorities for list growth, segmentation, hygiene, as well as campaign planning and delivery of strategy.

- Work with business partners (marketing insights, creative, email, IT and store ops) to ensure the right customer data is being captured at all points of entry; partner with cross-functional teams on transformation of data so that it’s ready for use by marketing teams.

- Partner with Insights teams to identify and operationalize customer data, develop predictive models and analyze results for CRM campaigns.

- Turn data into actionable insights to identify upsell cross sell opportunities.

- Serve as subject matter expert on CRM platform; test and learn new customer segmentation strategies and make recommendations for improvement.

- Lead the strategy, development, and execution of the loyalty program and CRM initiatives to optimize acquisition, retention, win-back, personalization, and promotional strategies.

- Oversee the development, execution and analysis of loyalty program campaigns, including offer management and communication, member segmentation, and behavior-based and transaction-triggered messaging.

- Monitor and maintain data quality and data hygiene; identify and address data inconsistencies across platforms/systems.

- Partner with digital marketing team to develop customer and prospect journeys and list segmentation based on behaviors including geo-location, purchase frequency, email engagement and online/in-store interactions.

- Possess a data-driven mindset with an ability to interpret analytics and data to drive decisions and strategy.

- Experience leveraging Marketing Technology to drive improvements in personalization, content targeting, audience segmentation.

- Ability to communicate the results of programs in a clear and effective manner to key partners and leadership teams to influence the overall digital strategy and CRM development.

- Demonstrate a commanding knowledge of CRM/loyalty technology and CRM/direct customer marketing programs across paid and owned channels.

Requires a total of 7 years of combined experience as indicated below:

General Experience: Three years of experience that was gained in administrative, marketing support and/or retail sales or other related responsible work that enabled the applicant to gain knowledge of CRM strategy and campaign development; skill in dealing with others in person-to-person work relationships; and the ability to exercise mature judgment.

OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 1 year of academic study above the high school level may be substituted for 9 months of experience, up to a maximum of a 4 years bachelors degree in Marketing, Advertising, Communications or related field for 3 years of general experience.

AND SPECIALIZED EXPERIENCE: 4 years of responsible progressive marketing management experience that include: digital marketing experience with Retail and/or B2C or brands including CRM strategy, email marketing, customer journey development, marketing automation, and web analytics; experience creating and managing customer loyalty programs; understanding of web metrics, digital analytics, and ability to generate, analyze and interpret data; including through A/B testing and email optimization; HTML, Ampscript, JavaScript, SQL and CSS; and demonstrated written and verbal skills.