Director, CRM Programs & Ops at Crate and Barrel | Northbrook, IL | $170K/yr – $215K/yr

Crate and Barrel

Director, CRM Programs & Ops

Northbrook, IL (Remote)

$170K/yr – $215K/yrDirector/Executive12+ years expFull time

Posted 5 months ago

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Job Description

Responsibilities

Define and champion the overall customer strategy, lifecycle strategies, and CRM vision for assigned business domains, ensuring alignment with overall business objectives and market opportunities
Lead, mentor, and manage a team of CRM Program team members and managers, fostering a high-performance culture and developing talent
Drive strategic planning and collaboration with cross-functional partners, including Product Management, Engineering, and Marketing, to ensure a cohesive customer experience
Oversee the end-to-end delivery of major CRM initiatives, ensuring effective execution from ideation through launch and iteration
Establish clear and measurable Key Performance Indicators (KPIs) that track the success of CRM efforts within the domain and inform strategic decisions, focusing on outcomes like customer lifetime value and retention
Lead executive-level meetings and conversations, effectively communicating CRM strategy, progress, and insights
Work autonomously to define and prioritize program journeys and initiatives across the domain
Champion a data-driven and customer-centric approach to CRM, ensuring all efforts meet customer needs and achieve business goals by leveraging quantitative data analysis to find insights

Requirements

12+ years of progressive experience in CRM Strategy, Marketing Strategy, Customer Experience, or Consumer Insights
5+ years of experience in a management role, with a proven track record of leading and developing teams and/or other managers
Master’s degree (MBA or equivalent) is highly preferred
Proven track record of successfully leading and delivering large-scale, complex CRM initiatives
The ability to define and drive the personalization strategy for a business domain
Expert in CRM best practices, strategic frameworks, and portfolio management
Proven ability to define and execute successful CRM strategies that drive business growth and customer value in a complex domain
Strong people leadership skills with experience building, mentoring, and managing high-performing teams

Crate and Barrel

3.2 Glassdoor

At Crate & Barrel, we help people build a home with purpose. Founded in 1962, Crate & Barrel Holdings (CBH) is an industry-leading home furnishings specialty retailer, including the brands Crate & Barrel, Crate & Kids, CB2, and Hudson Grace. A leader in omnichannel retail and direct marketing, we believe in the experience of physical stores and embracing the customer experience by offering inspired living across all of our platforms. From curated product sourcing and production to custom delivery and set-up in more than 90 countries, our 7,500 talented associates form the dynamic teams that keep our company running and growing.Today, Crate & Barrel Holdings is owned by the Otto Group, a Hamburg, Germany based global family of retailers and retail-related service providers focused on digital innovation, technology, sustainability and corporate responsibility. We operate more than 100 stores throughout the U.S. and Canada, and hold international franchise locations in nine countries, including six franchise eCommerce platforms.To learn more about Crate and Barrel, visit www.crateandbarrel.com.To become a part of our family of brands, visit our careers site at www.jobs.crateandbarrel.com and www.jobs.cb2.com

Founded in 1962

Northbrook, Illinois, USA

6.3K employees (1,423 in marketing)

www.crateandbarrel.com

47% recommend to a friend

40% CEO approval