Senior CRM & Engagement Strategy Lead

Sally Beauty Holdings, LLC; Plano (TX); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Onsite salon services and employee-dis

Job summary

Sally Beauty Holdings, Inc. is seeking a Sr. Manager, CRM & Customer Engagement Strategy to lead the development and execution of CRM programs across multiple channels from our Legacy West Support Center in Plano.

This hybrid role emphasizes customer lifecycle optimization, loyalty integration, and cross-functional collaboration to deliver measurable business outcomes. The ideal candidate will drive channel strategy, journey orchestration, and personalization, while leading a team of CRM

Qualifications

• 7+ years of experience in CRM, customer marketing, lifecycle marketing, digital marketing, or related disciplines.
• Experience in retail, eCommerce, consumer products, or multi-channel businesses.
• Proven ability to develop CRM strategies and lead execution across email, SMS, app push, direct mail, and owned channels.
• Salesforce Marketing Cloud experience strongly preferred.
• Strong understanding of journey mapping, segmentation, marketing automation, testing frameworks, and journey orchestration.
• Experience partnering with IT, Digital Product, or Marketing Tech teams to define requirements and support implementations.
• Knowledge of loyalty programs, personalization, and lifecycle marketing best practices.

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 cross-functional teams.
• Manage a team of CRM specialists responsible for campaign planning, deployment, QA, and optimization.
• Collaborate across CRM, Loyalty, Personalization, and Marketing Solutions teams to align priorities.
• Oversee end-to-end CRM campaign operations and post-campaign analysis.
• Design lifecycle marketing programs and personalized journeys leveraging data insights.
• Drive testing and optimization to improve engagement, retention, and lifetime value.

Skills

CRM strategy

campaign management

people leadership

cross-functional collaboration

customer journey mapping

marketing automation

data-driven decision making

analytical skills

executive communication

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 development and execution of CRM programs across multiple channels from our Legacy West Support Center in Plano.

This hybrid role emphasizes customer lifecycle optimization, loyalty integration, and cross-functional collaboration to deliver measurable business outcomes. The ideal candidate will drive channel strategy, journey orchestration, and personalization, while leading a team of CRM