CRM Strategy & Operations Leader — Email & SMS

Signet Jewelers; Cleveland (OH); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Premium Healthcare Coverage

401(k) with Company Match

Generous Time Off

Diversity, Equity & Inclusion Programs

Career Growth & Development

Exclusive Perks

Job summary

Signet Jewelers seeks a Senior Director, CRM Strategic Operations and Enablement to lead a new team responsible for strategy, governance, and operational framework across email and SMS CRM programs across North America. This role partners with IT, MarTech, Brand teams, CRM Directors, and external vendors to ensure cross-brand alignment and scalable CRM execution.

The ideal candidate will drive program governance, list hygiene, and channel compliance while advancing AI-driven improvements and

Qualifications

• Deep understanding of CRM strategy, email marketing, SMS marketing, customer journey marketing, segmentation, personalization, automation, testing, and performance optimization.
• Strong understanding of CRM operating models, campaign workflows, governance routines, QA processes, intake models, prioritization frameworks, and execution best practices.
• Proven experience using data and research to identify customer segments and develop marketing plans.
• Ability to set channel standards while balancing brand needs.
• Leadership and collaboration skills with cross-functional teams.
• Strong analytical skills to inform decisions and optimize campaigns.
• Excellent communication to articulate complex ideas clearly.

Responsibilities

• Implement CRM operations and enablement across email and SMS; define strategy, governance, and standards for CRM execution.
• Partner with CRM Directors to guide day-to-day planning, deployment, and cross-brand consistency.
• Serve as CRM partner to IT, MarTech, and vendors; identify requirements and coordinate cross-functional solutions.
• Define reporting best practices and guide strategic direction based on performance analytics.

Skills

CRM strategy

Email marketing

SMS marketing

Customer journey marketing

Segmentation

Personalization

Automation

Testing

Performance optimization

Leadership

Cross-functional collaboration

Data-driven decision making

Communication

Education

Bachelor’s or Master’s degree in marketing, business, communications, technology, analytics, or related field

Job description

Signet Jewelers seeks a Senior Director, CRM Strategic Operations and Enablement to lead a new team responsible for strategy, governance, and operational framework across email and SMS CRM programs across North America. This role partners with IT, MarTech, Brand teams, CRM Directors, and external vendors to ensure cross-brand alignment and scalable CRM execution.

The ideal candidate will drive program governance, list hygiene, and channel compliance while advancing AI-driven improvements and