Responsibilities

• Lead and manage the CRM and Data team, including direct oversight of a Data Analyst, fostering a collaborative, customer-focused, and insight-driven culture.
• Own the Salesforce CRM platform, serving as the strategic lead for platform configuration, data governance, roadmap development, and ongoing optimization.
• Develop CRM strategies that improve customer acquisition, engagement, retention, loyalty, and customer lifetime value.
• Partner cross-functionally with Marketing, Ecommerce, Merchandising, Creative, IT, and Retail Operations to deliver coordinated customer experiences across channels.
• Develop customer segmentation strategies and manage audiences within Salesforce to enable highly targeted communications across email, direct mail, SMS, and other marketing channels.
• Design, build, optimize, and maintain customer lifecycle journeys, including welcome, post-purchase, loyalty, promotional, win-back, and other automated customer communications.
• Develop personalized customer experiences using behavioral, transactional, demographic, and engagement data.
• Lead ongoing testing and optimization of customer audiences, messaging, timing, offers, and lifecycle journeys to improve campaign performance and customer engagement.
• Lead CRM analytics efforts by partnering with the Data Analyst to develop reporting frameworks, customer KPIs, dashboards, and actionable business insights.
• Own, execute, analyze, and communicate the results and trends of Net Promoter Score (NPS) and Customer-First Interaction Tracking (CFIT) programs.

Requirements

• Bachelor's degree in Marketing, Business, Analytics, or a related field, or equivalent professional experience.
• Minimum of 5-7 years of experience in CRM, customer marketing, marketing technology, or database marketing within a complex multi-channel retail and/or eCommerce environment.
• Strong understanding of customer data, segmentation strategies, lifecycle marketing, personalization, and CRM best practices.
• Demonstrated ability to use customer insights, KPIs, and analytics to develop strategic recommendations and improve business performance.
• Experience contributing to marketing strategy, process development, and continuous improvement initiatives.
• Strong project management, communication, and cross-functional collaboration skills.
• Full-time position with Hybrid to Fully remote options available
• Hands-on experience with Salesforce Data Cloud or a comparable enterprise CRM.

Preferred

• Hands-on experience with Salesforce Data Cloud or a comparable enterprise CRM. Experience managing or mentoring direct reports and developing high-performing teams. Experience with customer lifecycle marketing, loyalty programs, and marketing automation. Experience with retail and/or eCommerce customer marketing. Experience using analytics and reporting platforms such as Power BI, Tableau, GA4, or similar business intelligence tools. Working knowledge of SQL or experience partnering closely with technical and data teams.

Benefits

• EMPLOYEE BENEFITS: • Generous employee discounts • Employee discount pricing from various manufacturers • Paid vacation & holidays • Medical, Dental, & Vision plans • 401K • A FUN PLACE TO WORK! Rockler Companies is an Equal Opportunity Employer Committed to Inclusion and Diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.