Senior Manager, CRM Programs

Crate and Barrel; Northbrook (IL); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Remote Fridays

Job summary

Crate and Barrel is seeking a Senior Manager, CRM Programs to shape the strategic direction of CRM, turning customer insights into scalable experiences. You will partner with Product, Engineering, Analytics and Marketing to evolve capabilities and drive customer value.

The role requires guiding CRM programs from vision to execution, with a focus on impactful audience targeting, messaging, and channel optimization while leading a team of program managers.

Qualifications

• Deep knowledge of CRM strategy and customer lifecycle management.
• Experience translating insights into measurable customer strategies and roadmaps.
• Ability to partner with Product, Engineering, Analytics, and Marketing to prioritize platform capabilities.

Responsibilities

• Define customer strategy and activation across CRM initiatives with KPIs and success measures.
• Identify high-value opportunities from insights and performance analysis to translate into actionable CRM programs.
• Collaborate with CRM Operations to translate strategies into executable programs and scalable delivery.
• Establish audience targeting, messaging, channel mix, and experiments for CRM programs.
• Lead and mentor CRM program managers/strategists and drive cross-functional alignment.

Skills

CRM strategy

Cross-functional leadership

Stakeholder management

Analytics interpretation

Strategic thinking

Education

Bachelor's degree in marketing / business / communications / data analytics

Job description

The Senior Manager, CRM Programs shapes the strategic direction of CRM, defining how customer opportunities are translated into meaningful experiences that align with business and customer goals. This role identifies the greatest opportunities, defines the vision and approach to address them, and establishes the roadmap, priorities, and success measures that guide CRM initiatives across their domain. This leader translates customer insights, business priorities, and CRM best practices into scalable customer strategies and experiences. They partner closely with CRM Operations to ensure strategic direction is translated into executable programs while collaborating with Product, Engineering, Analytics and Marketing teams to assess capabilities, prioritize future enhancements, and evolve to support changing customer and business needs.

• This is an on-site position (Monday through Thursday) based out of our Northbrook, IL offices with the flexibility to work remotely on Fridays.

• This role is an People Leader position

A day in the life as a Senior Manager, CRM Programs...

• 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

What you'll bring to the table ...

• Advanced knowledge of CRM strategy, customer lifecycle management, personalization, segmentation, and omnichannel engagement best practices

• Deep experience translating customer insights, business objectives, and performance data into customer strategies, roadmaps, and measurable outcomes

• Experience assessing CRM and marketing technology capabilities, identifying business needs, and partnering with cross-functional teams to prioritize platform enhancements and product backlogs

• Strong leadership and organizational management skills, with proven experience building, mentoring, and managing high-performing teams

• Strong analytical skills with the ability to interpret customer, campaign, and business performance data to identify opportunities and develop actionable recommendations

• Excellent strategic thinking, problem-solving, and execution skills, with the ability to lead complex, cross-functional initiatives from concept through delivery

• Strong communication and stakeholder management skills, with the ability to influence senior leaders and align cross-functional partners around a shared customer vision

• Strong business acumen with the ability to translate customer and business needs into effective CRM strategies

• Strong problem-solving skills with the ability to manage ambiguity and drive clarity across complex business environments

We'd love to hear from you if you have ...

• 8+ years of progressive experience in CRM Strategy, Marketing Strategy, or a related field with 3+ years of experience in a management role, with a proven track record of successfully leading and delivering large-scale, complex initiatives

• Bachelor's degree in marketing, business administration, communications, data analytics, or equivalent work experience