Senior Manager, CRM Programs - crateandbarrel

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is nearly 60 years in the making—and our story is still unfolding.

This is an on-site position (Monday through Thursday) based out of our Northbrook, IL offices with the flexibility to work remotely on Fridays.

This role is an People Leader position

A day in the life as a Senior Manager, CRM Programs…

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