CRM Strategy & Programs Leader

Crate & Barrel; Northbrook (IL); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Crate & Barrel is seeking a Senior Manager, CRM Programs to shape the strategic direction of CRM initiatives and translate customer insights into scalable experiences that align with business goals.

You will lead critical CRM programs, partner with Product, Engineering, Analytics, and Marketing teams, and establish KPIs and roadmaps to drive customer and business outcomes. This role is an on-site leadership position based in Northbrook, IL, with Fridays available for remote work.

Qualifications

• 8+ years of progressive experience in CRM Strategy, Marketing Strategy, or related field with 3+ years in a management role.
• Bachelor's degree in marketing, business administration, communications, data analytics, or equivalent work experience.

Responsibilities

• 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.
• Drive decision-making across competing priorities, balancing customer value, business impact, capability readiness, and organizational priorities.

Skills

CRM strategy

Customer lifecycle

Omnichannel

Personalization

Segmentation

Leadership

Analytical skills

Communication

Education

Bachelor's degree

Job description

Crate & Barrel is seeking a Senior Manager, CRM Programs to shape the strategic direction of CRM initiatives and translate customer insights into scalable experiences that align with business goals.

You will lead critical CRM programs, partner with Product, Engineering, Analytics, and Marketing teams, and establish KPIs and roadmaps to drive customer and business outcomes. This role is an on-site leadership position based in Northbrook, IL, with Fridays available for remote work.