Responsibilities

• CRM Strategy & Leadership
• - Develop and execute CRM channel strategies across email, SMS, app push notifications, direct mail, and emerging engagement channels.
• - Partner with the Director, Customer Marketing & Engagement to evolve the CRM roadmap, including customer journey orchestration, channel capabilities, loyalty integration, and marketing technology enhancements.
• - Lead, coach, and develop a team of CRM Specialists responsible for campaign planning, deployment, quality assurance, and optimization.
• - Represent CRM within cross-functional planning discussions, providing channel expertise, customer insights, and performance recommendations.
• Campaign Planning & Execution
• - Oversee end-to-end CRM campaign operations, including audience selection, segmentation, campaign setup, quality assurance, testing, approvals, deployment, and post-campaign analysis.
• - Build integrated customer communication plans supporting promotions, product launches, loyalty initiatives, educational content, and enterprise marketing priorities.
• - Translate loyalty programs, customer offers, and promotional strategies into customer-centric communications that drive engagement and conversion.
• - Ensure campaigns are executed accurately, efficiently, and aligned with business objectives.

Requirements

• Bachelor’s degree required.
• 7+ years of experience in CRM, customer marketing, lifecycle marketing, digital marketing, communications, or related disciplines.
• Experience within retail, eCommerce, consumer products, or multi-channel consumer businesses required.
• Proven experience developing CRM strategies and leading execution across email, SMS, app push, direct mail, and owned customer engagement channels.
• Salesforce Marketing Cloud experience strongly preferred.
• Strong understanding of customer journey mapping, segmentation, marketing automation, testing frameworks, campaign measurement, and journey orchestration.
• Experience working closely with IT, Digital Product, or Marketing Technology teams to define business requirements and support solution implementation.
• Knowledge of loyalty programs, customer engagement strategies, personalization, and lifecycle marketing best practices.
• Strong analytical skills with the ability to transform performance data into business recommendations.
• Demonstrated people leadership, project management, prioritization, and organizational skills.

Benefits

• We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life insurance, paid vacation and sick days, paid holidays, tuition reimbursement, and a 401(k) with company match. In addition, associates may enjoy access to our onsite salon services, dining options, Sally Beauty and CosmoProf stores, and employee merchandise discounts.