Manager, Retail CRM Programs

Overview

One of America's largest retailers is seeking a Manager, Retail CRM Programs to join their growing company!

We are seeking a dynamic and experienced Manager, Retail CRM Programs to spearhead CRM strategy and oversee message execution across the company's diverse portfolio of retail brands. This pivotal role will be at the forefront of driving significant results, transforming their CRM program from a campaign-led approach to a customer-first philosophy. Reporting directly to the Senior Director of CRM & Personalization, this position offers high visibility and interaction with senior leadership across the organization. As the Manager of Retail CRM Programs, you will lead a team responsible for crafting, implementing, and analyzing retail communications across email, SMS, and direct mail channels. The ideal candidate will be:

• A self-starter with a proven track record in managing successful B2C CRM programs
• A creative problem-solver with strong collaborative skills
• Experienced in working across multiple teams to deliver impactful business outcomes

You will work closely with the another Manager for CRM Programs to ensure messaging consistency and optimize customer engagement across all business units. Your role will involve extensive collaboration with various departments, including Marketing Technology, eCommerce, Performance Marketing, Merchandising, IT, and Operations, to drive meaningful results for the company.
Responsibilities

Strategic Growth & Engagement

• Drive expansion of contactable customer database across retail portfolio while enhancing engagement metrics and retention rates
• Design and optimize customer contact strategies to generate measurable retail conversion improvements
• Lead multi-channel CRM campaigns across email, SMS, and direct mail platforms

Program Management

• Oversee comprehensive CRM roadmap development and execution
• Manage project scope, timelines, and budgets for strategic initiatives
• Implement data-driven personalization strategies and audience segmentation
• Direct contact frequency optimization and channel decisioning
• Collaborate with internal teams to enhance CRM capabilities and data integration
• Maintain compliance with industry regulations and security standards

Qualifications

Required Experience

• 3+ years of experience managing CRM programs, preferably for retail/B2C brands
• Demonstrated success in leading marketing initiatives from strategy through execution
• Strong leadership abilities with experience motivating teams and managing stakeholder relationships
• Hands-on expertise with Salesforce Marketing Cloud and other enterprise CRM platforms
• Deep understanding of CRM best practices and regulatory compliance requirements

Location
Hybrid position based in Lincolnshire, IL or Chicago, IL offices