Manager, CRM

Golf & Tennis Pro Shop, Inc. d/b/a PGA TOUR Superstore; Roswell (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

PGA TOUR Superstore is seeking a Manager of CRM to drive our CRM, email and personalization programs, growing customer lifetime value. You will own the customer database health and lead initiatives to acquire new customers, upsell, cross-sell, and win back lapsed clients, reporting to the Director of CRM.

In this role you will partner with Data Science and Analytics, guide CRM specialists, and ensure data integrity and regulatory compliance across channels.

Qualifications

• Bachelor's degree or higher in marketing, business administration, or a related field.
• 5+ years of CRM, email, or lifecycle marketing experience with healthy email lists.
• Experience managing acquisition, personalized upsell/cross-sell, and reactivation programs.

Responsibilities

• Shape and execute the CRM and personalization roadmap with leadership.
• Grow and manage email and SMS subscriber lists, improve deliverability and list hygiene.
• Own acquisition programs from welcome journeys to onboarding for new subscribers.
• Supervise CRM specialists and coordinators, providing guidance and development.
• Design personalized upsell and cross-sell programs with data science input.
• Lead reactivation campaigns for lapsed customers to recover revenue.
• Ensure a customer-first approach across CRM touchpoints and channels.
• Maintain data quality and privacy compliance within CRM systems.
• Collaborate with Analytics to measure impact and with MarTech to support goals.

Skills

CRM strategy

Email marketing

Team leadership

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in marketing, business administration, or a related field

Tools

Salesforce Marketing Cloud

Job description

Overview

At PGA TOUR Superstore, we're always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we're dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates - driven by our vision to inspire people through golf and tennis.

Position Summary

We are the biggest and still the fastest growing golf retailer in the world, committed to staying the best and delivering exceptional customer experiences. Our continued success is driven by our innovative use of technology and data-driven strategies. As we continue to expand, we are seeking a talented and motivated Manager of CRM to join our team and grow our customer base and increase customer lifetime value through our customer relationship management (CRM), email, and personalization programs. As the Manager of CRM, you will play a key role in executing our CRM and personalization strategy to drive customer engagement, loyalty, and revenue growth. Reporting to the Director of CRM, you will own the growth and health of our email and customer database and lead the programs that acquire new customers, grow spend through personalized upsell and cross-sell, and win back lapsed customers. This role blends commercial ownership of CRM results with campaign strategy and cross-functional leadership.

Duties and Responsibilities

• Help shape and execute the CRM and personalization roadmap in partnership with CRM leadership, translating strategic priorities into campaigns, journeys, and programs that drive engagement, retention, and revenue.
• Build and grow a healthy, engaged email and SMS subscriber list, owning list acquisition strategy, opt-in growth, deliverability, and list hygiene to maximize reach and revenue.
• Own customer acquisition programs that convert new subscribers and first-time buyers into repeat customers, including welcome and onboarding journeys across email, SMS, and other channels.
• May directly supervise CRM specialists and coordinators depending on team structure; in all cases, provide guidance, coaching, and support to team members and help develop their skills.
• Design and manage personalized upsell and cross-sell programs, partnering with Data Science on segmentation and product recommendations to increase average order value, purchase frequency, and customer lifetime value.
• Lead reactivation and win-back campaigns for lapsed customers, using purchase recency and behavior to re-engage at-risk and inactive customers and recover revenue.
• Champion a customer-first approach in every CRM touchpoint and digital experience.
• Use data analytics and segmentation to identify customer trends, preferences, and personalization opportunities, and recommend program improvements.
• Maintain data quality and hygiene within CRM systems, following best practices for data integrity, privacy, and compliance with regulations such as CAN-SPAM, TCPA, and applicable state privacy laws.
• Build a test-and-learn culture, using A/B and multivariate testing to optimize offers, messaging, and timing while ensuring accurate, on-time campaign execution.
• Own CRM results against key business metrics, including list growth, new customer acquisition, retention, reactivation, and incremental revenue, delivering regular reporting and actionable insights to leadership and stakeholders.
• Work closely with the Analytics team to measure program impact and refine targeting.
• Partner with BT and MarTech teams to ensure CRM platforms, such as Salesforce Marketing Cloud, support business goals, bringing the customer and business perspective to tool evaluation and prioritization.
• Stay current on CRM, retail marketing, and personalization trends and bring forward new ideas to improve customer experiences and team efficiency.

Qualifications and Skills Required

• Bachelor's degree in marketing, business administration, or a related field.
• 5+ years of experience in CRM, email, or lifecycle marketing, with demonstrated success building and growing healthy email lists; retail or e-commerce experience strongly preferred.
• Proven track record managing customer acquisition, personalized upsell and cross-sell, and lapsed-customer reactivation programs that deliver measurable revenue growth.
• Familiarity with enterprise CRM and marketing automation platforms (Salesforce Marketing Cloud preferred), with the ability to partner effectively with technical teams.
• Strong commercial acumen and understanding of customer lifecycle economics, including acquisition cost, retention, and customer lifetime value.
• Proficiency in data analysis and segmentation, with the ability to turn insights into actionable recommendations.
• Experience mentoring or supervising team members preferred, with the ability to prioritize and coordinate work across multiple projects.
• Strong communication and collaboration skills, with the ability to work effectively across functions and levels of the organization.
• Detail-oriented, with a commitment to data accuracy, privacy, and compliance.
• Self-motivated and results-driven, with the ability to thrive in a dynamic and evolving environment.

Work Environment and Physical Requirements

Monday - Friday onsite, based out of our Roswell, GA Store Support Center. Flexibility to work extended and varied hours as needed. Must be able to stand and/or sit for extended periods of time as the job is completed primarily at a desk each day. Variable desk heights are offered so alternatively sitting and/or standing at the desk is optional. Travel: Up to 10% of travel is required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn't just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination. An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report. PGA TOUR Superstore is operated by Golf & Tennis Pro Shop, Inc., a subsidiary of AMB Sports and Entertainment. Our stores are located across the US with our Store Support Center and Customer Care Center located in Roswell, GA. Our shared ambition is to be the premier golf retailer in the world, focused on growing the game and inspiring people to play their best! Our Associates deliver world-class service to our customers with unparallelled golf experiences on our putting greens, Studios, and hitting bays all with state-of-the-art technology delivering game-changing opportunities at every turn. With access to award-winning product knowledge training, Associates quickly build confidence and establish meaningful connections with everyone coming through our doors. Golf's greatest brands are in our stores offering performance, style and value - with both new and pre-owned clubs. Our amazing Services Associates can repair and regrip clubs and have customers heading out to the courses with the best advantage. Our Instructors are PGA pros and coach customers to reach their goals with equipment fitting exactly to their needs & playing styles informed by sport-leading Trackman technology. Every store features the very best in golf apparel for Men, Women, and Juniors and an unmatched collection of footwear options.

For more information, visit: PGA TOUR Superstore