Senior Manager, CRM Programs

Northbrook, IL (Hybrid)

$150K/yr – $185K/yrSenior Level8+ years expFull time

Posted 18 hrs ago

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Job Summary

Own the end-to-end CRM strategy and activation programs, translating insights into scalable cross-functional initiatives and measurable outcomes.

Define customer strategy, vision, and KPIs across CRM initiatives
Lead a team of CRM program managers and align with Product, Engineering, Analytics
Collaborate to translate opportunities into prioritized platform capabilities and roadmaps

Job Description

Responsibilities

Define the customer strategy and activation approach across CRM initiatives, establishing the vision, roadmap, KPIs, success measures, and capability priorities that drive customer and business outcomes
Identify the highest-value customer opportunities through customer insights, business priorities, and performance analysis, translating opportunities into actionable CRM strategies
Assess current CRM capabilities, identify future business and customer needs, and partner with Product, Engineering, Analytics, Marketing Technology, and CRM Operations to define business requirements and prioritize platform capabilities and product backlogs that enable future customer experiences
Partner closely with CRM Operations to translate customer strategies into executable programs, ensuring customer experience goals, business requirements, and success measures are clearly defined for scalable, high-quality delivery
Establish how CRM programs come to life by determining target audience(s), messaging strategy, channel mix, experimentation approach and capability requirements
Champion CRM best practices and continuously evolve customer strategies by incorporating performance insights, industry trends, emerging capabilities, and customer feedback
Build strong relationships and drive alignment across CRM, Product, Engineering, Analytics, Business and Marketing teams, establishing effective cross-functional partnerships and breaking down organizational silos
Lead and manage a group of CRM program managers and/or strategists, fostering a culture of innovation, collaboration, and high performance
Collaborate with Product and Engineering leadership to influence CRM platform direction, prioritize enhancements, and ensure technology roadmaps support evolving customer and business needs
Establish and monitor KPIs that measure customer, business, and program performance, using insights to optimize customer strategies, inform roadmap priorities, and identify future opportunities

Requirements

8+ years of progressive experience in CRM Strategy, Marketing Strategy, or a related field with 3+ years of experience in a management role, with a proven track record of successfully leading and delivering large-scale, complex initiatives
Bachelor's degree in marketing, business administration, communications, data analytics, or equivalent work experience

Crate & 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