Summary

We are seeking a Manager, CRM Strategy to help elevate our customer marketing function. This role will be part of the Marketing team with a broad cross-functional reach. The ideal candidate will lead customer-focused projects, define customer experience strategies, and develop actionable roadmaps. This is a highly visible position that will collaborate with leadership to shape and drive a best-in-class CRM vision.

Description

The Manager, CRM Strategy will be responsible for setting the direction and execution of CRM and customer experience initiatives. You will oversee a portfolio of projects focused on retention, loyalty, and customer lifecycle marketing. This role will drive segmentation strategies, orchestrate personalized campaigns across owned channels, and work cross-functionally to ensure alignment with broader business goals. Strong analytical, strategic, and leadership skills are essential for success in this position.

Key Responsibilities:

• Develop and execute CRM strategies for lifecycle, triggered, and personalized communications across email, SMS/MMS, app push, and direct mail
• Utilize segmentation and predictive modeling to enhance personalization, engagement, and relevancy
• Lead and manage a portfolio of customer-related initiatives aligned with a defined customer roadmap
• Drive collaboration across departments to support customer strategies and goals
• Oversee implementation of strategies generated by agile teams
• Create and manage reporting on CRM performance, including campaign tracking and Customer Business Reviews
• Guide all phases of CRM campaigns—goal setting, planning, testing, execution, and optimization
• Continuously evaluate and refine CRM programs to maximize customer engagement and profitability
• Ensure compliance with company policies, procedures, and standards
• Perform other duties as assigned
  
  

Requirements

Education:

• Bachelor’s degree in Marketing, Communications, Business, or a related field
  
  

Work Experience:

• 5+ years of experience in CRM, marketing strategy, or loyalty programs
• 3–5 years managing large-scale retention campaigns across owned channels
• Proven experience designing CRM journeys and customer-centric solutions across multiple platforms
• Strong background in data analysis and converting insights into strategy
• Demonstrated success managing complex projects from ideation through execution
• Experience leading and developing high-performing teams
• Retail industry experience is a plus
  
  

Skills:

• Strategic mindset with the ability to lead, plan, and deliver complex initiatives
• Strong relationship-building and cross-functional collaboration skills
• Ability to manage both strategic vision and tactical execution
• Comfortable working with senior leadership; skilled in executive-level presentations
• Excellent analytical, problem-solving, and decision-making skills
• Strong organizational abilities and time management in high-paced environments
• High intellectual curiosity and ability to navigate ambiguity
• Exceptional written and verbal communication skills, with the ability to distill complex ideas for broad audiences
• Effective team leader and mentor with strong prioritization capabilities