CRM & Customer Engagement Strategy Lead (Hybrid)

Sally Beauty; Plano (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Vacation & Sick Days

Paid Holidays

Tuition Reimbursement

401(k) with Company Match

Onsite Salon & Dining Options

Job summary

Sally Beauty Holdings, Inc. is seeking a Sr. Manager, CRM & Customer Engagement Strategy to lead the definition and execution of multifaceted CRM programs.

You will drive channel strategies across email, SMS, app push, and direct mail, align loyalty with engagement, and manage a high-performing team to deliver measurable business results. The role partners with Analytics, Personalization, IT, and Digital teams to optimize customer journeys, personalize experiences, and stay ahead of CRM trends

Qualifications

• Bachelor’s degree required.
• 7+ years of experience in CRM, customer marketing, lifecycle marketing, or related disciplines.
• Experience in retail, eCommerce, consumer products, or multi-channel businesses preferred.
• Proven ability to develop CRM strategies and execute across multiple channels (email, SMS, app push, direct mail).
• Salesforce Marketing Cloud experience strongly preferred.
• Strong knowledge of customer journey mapping, segmentation, marketing automation, testing, and analytics.
• Ability to collaborate with IT, Digital Product, and Marketing Technology teams.

Responsibilities

• Develop and execute CRM channel strategies across email, SMS, app push notifications, direct mail, and emerging channels.
• Lead CRM roadmap and customer journey orchestration with loyalty integration and marketing technology enhancements.
• Lead, coach, and develop a team of CRM Specialists for campaign planning, deployment, QA, and optimization.
• Represent CRM in cross-functional planning with channel experts and stakeholders.
• Oversee end-to-end CRM campaign operations including audience, segmentation, setup, testing, approvals, deployment, and post-campaign analysis.
• Build integrated customer communications for promotions, product launches, and loyalty initiatives.
• Translate loyalty and promotional strategies into customer-centric communications to drive engagement and conversions.
• Design, optimize lifecycle marketing programs and personalize customer journeys with analytics support.
• Lead test-and-learn strategies and analyze performance to improve engagement and lifetime value.
• Collaborate with Loyalty, Analytics, Personalization, Digital, IT, Brand Marketing, and Merchandising teams.
• Manage vendor relationships and support implementation of new engagement capabilities.

Skills

CRM Strategy

Team Leadership

Email Marketing

Journey Orchestration

Data Analytics

Education

Bachelor's degree

Tools

Salesforce Marketing Cloud

Job description

Sally Beauty Holdings, Inc. is seeking a Sr. Manager, CRM & Customer Engagement Strategy to lead the definition and execution of multifaceted CRM programs.

You will drive channel strategies across email, SMS, app push, and direct mail, align loyalty with engagement, and manage a high-performing team to deliver measurable business results. The role partners with Analytics, Personalization, IT, and Digital teams to optimize customer journeys, personalize experiences, and stay ahead of CRM trends