Customer Relationship Management (CRM) Manager

Rockler; Medina (MN); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Employee discount

Paid vacation

401K

Fun place to work

Job summary

Rockler is seeking a CRM Manager in Medina, MN to lead the CRM and Data team, owning Salesforce and driving segmentation, lifecycle marketing, and customer engagement across channels. You will partner with Marketing, Ecommerce, IT, and Retail Ops to build data-driven campaigns that boost retention and lifetime value.

Ideal candidates have 5–7 years in CRM or customer marketing within multi-channel retail or ecommerce, a Bachelor's degree, and strong analytical and project management skills.

Qualifications

• Bachelor's degree or equivalent professional experience in Marketing, Business, Analytics, or related field.
• 5-7 years experience in CRM, customer marketing, marketing technology, or database marketing within a multi-channel retail/eCommerce environment.
• Strong understanding of customer data, segmentation, lifecycle marketing, personalization, and CRM best practices.
• Experience using insights, KPIs, and analytics to drive strategic recommendations and business performance.
• Experience contributing to marketing strategy, process development, and continuous improvement.

Responsibilities

• Lead CRM analytics efforts and develop reporting frameworks, dashboards, and KPIs.
• Own Salesforce CRM platform configuration, data governance, and roadmap development.
• Develop CRM strategies to improve acquisition, engagement, retention, loyalty, and customer lifetime value.
• Collaborate with Marketing, Ecommerce, Merchandising, IT, and Retail Operations to deliver coordinated customer experiences across channels.

Skills

CRM expertise

Data-driven marketing

Cross-functional collaboration

Project management

Communication

Education

Bachelor's degree

Tools

Salesforce

Power BI

Tableau

GA4

SQL

Job description

Customer Relationship Management (CRM) Manager

4365 Willow Drive Medina, MN 55340, 4365 Willow Dr, Medina, Minnesota, United States of America

Job Description

Join the Rockler Woodworking Family!

Are you passionate about woodworking or DIY projects? Do you thrive on helping others turn their creative visions into reality? Look no further! Join the Rockler family, a dynamic and innovative company dedicated to empowering woodworkers and do-it-yourselfers with top-notch products, education, and advice. Learn more about our company at www.rockler.com

Why Rockler?

Be part of a family-owned business that cherishes its customers and employees alike.

Join an industry leader committed to providing the most innovative products, ideas, and education to woodworking enthusiasts.

Embrace a culture that values teamwork, creativity, and a genuine passion for craftsmanship.

Summary of Position

The CRM (Customer Relationship Management) Manager leads Rockler's CRM and Data team, owning the Salesforce CRM platform and overseeing a Data Analyst to drive customer intelligence, audience strategy, lifecycle marketing, and customer engagement. This role is responsible for developing CRM strategies that increase customer retention, repeat purchases, and customer lifetime value through data-driven marketing and personalized customer experiences.

The CRM Manager owns customer audience segmentation, lifecycle marketing automation, and reporting while ensuring the integrity of Rockler's customer data across key systems. This individual serves as the subject matter expert for Salesforce CRM, customer data governance, promotional discounts, reward cards, gift cards, and coupon execution. In partnership with Marketing, Merchandising, Ecommerce, and IT, the CRM Manager delivers actionable customer insights, governs CRM best practices, and helps shape strategies that improve marketing effectiveness and business performance.

Major Areas of Accountability

• Lead and manage the CRM and Data team, including direct oversight of a Data Analyst, fostering a collaborative, customer-focused, and insight-driven culture.
• Own the Salesforce CRM platform, serving as the strategic lead for platform configuration, data governance, roadmap development, and ongoing optimization.
• Develop CRM strategies that improve customer acquisition, engagement, retention, loyalty, and customer lifetime value.
• Partner cross-functionally with Marketing, Ecommerce, Merchandising, Creative, IT, and Retail Operations to deliver coordinated customer experiences across channels.

Customer Lifecycle & Personalization

• Develop customer segmentation strategies and manage audiences within Salesforce to enable highly targeted communications across email, direct mail, SMS, and other marketing channels.
• Design, build, optimize, and maintain customer lifecycle journeys, including welcome, post-purchase, loyalty, promotional, win-back, and other automated customer communications.
• Develop personalized customer experiences using behavioral, transactional, demographic, and engagement data.
• Lead ongoing testing and optimization of customer audiences, messaging, timing, offers, and lifecycle journeys to improve campaign performance and customer engagement.

Analytics & Customer Insights

• Lead CRM analytics efforts by partnering with the Data Analyst to develop reporting frameworks, customer KPIs, dashboards, and actionable business insights.
• Own, execute, analyze, and communicate the results and trends of Net Promoter Score (NPS) and Customer-First Interaction Tracking (CFIT) programs.
• Govern the marketing customer database, ensuring data quality, segmentation accuracy, customer integrity, and meaningful reporting.
• Translate customer behavior and campaign performance into actionable recommendations that improve marketing effectiveness and support strategic business decisions.

Promotions & CRM Governance

• Serve as the subject matter expert (SME) for promotional discounts, coupon codes, reward cards, and gift card execution processes.
• Ensure promotional pricing, discounts, offers, and related marketing communications are executed accurately across all marketing channels.
• Maintain D365 documentation and standard operating procedures (SOPs) supporting promotional execution, rewards programs, and gift card processes.

Troubleshoot D365-related issues and support testing for system upgrades and enhancements.

Requirements For Position

Required Qualifications

• Bachelor's degree in Marketing, Business, Analytics, or a related field, or equivalent professional experience.
• Minimum of 5-7 years of experience in CRM, customer marketing, marketing technology, or database marketing within a complex multi-channel retail and/or eCommerce environment.
• Strong understanding of customer data, segmentation strategies, lifecycle marketing, personalization, and CRM best practices.
• Demonstrated ability to use customer insights, KPIs, and analytics to develop strategic recommendations and improve business performance.
• Experience contributing to marketing strategy, process development, and continuous improvement initiatives.
• Strong project management, communication, and cross-functional collaboration skills.
• Full-time position with Hybrid to Fully remote options available

Preferred Qualifications

• Hands-on experience with Salesforce Data Cloud or a comparable enterprise CRM.
• Experience managing or mentoring direct reports and developing high-performing teams.
• Experience with customer lifecycle marketing, loyalty programs, and marketing automation.
• Experience with retail and/or eCommerce customer marketing.
• Experience using analytics and reporting platforms such as Power BI, Tableau, GA4, or similar business intelligence tools.
• Working knowledge of SQL or experience partnering closely with technical and data teams.

EMPLOYEE BENEFITS:

• Employee discount pricing from various manufacturers
• Paid vacation & holidays
• 401K
• A FUN PLACE TO WORK!

Rockler Companies is an Equal Opportunity Employer Committed to Inclusion and Diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

4365 Willow Drive Medina, MN 55340, 4365 Willow Dr, Medina, Minnesota, United States of America