Sr. Director, CRM Strategic Operations and Enablement

Signet Jewelers Limited; Akron (OH); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Premium Healthcare Coverage

401(k) with Company Match

Generous Time Off

Diversity, Equity & Inclusion Programs

Career Growth & Development

Exclusive Perks

Job summary

Signet Jewelers Limited is seeking a Senior Director of CRM Strategic Operations and Enablement to lead a dedicated team across email and SMS for North America brands. You will partner with IT, MarTech, and brand teams to embed governance, strategy, and scalable execution while maintaining list health and channel compliance.

The ideal candidate has 10+ years in marketing with CRM leadership, strong analytics, and a proven ability to influence cross-functional teams and executives.

Qualifications

• Experience leading CRM, marketing operations, and/or digital marketing strategy at scale.
• Direct experience in email and SMS channels with cross-functional collaboration.
• Past retail experience is a plus.

Responsibilities

• Implement CRM operations and enablement across email and SMS for core North America brands.
• Define reporting best practices and monitor marketing performance.
• Partner with IT, MarTech, and vendors to align CRM strategy with enterprise objectives.
• Lead and develop the CRM team to ensure governance, standards, and scalable execution.

Skills

CRM Strategy

Email Marketing

SMS Marketing

Customer Journey

Data Analytics

Stakeholder Management

Leadership

Cross-functional Collaboration

Education

Bachelor’s or Master’s degree in Marketing/Business/Analytics

Tools

Marketing Automation Tools

CRM Platforms

Job description

We have many opportunities available on our other career site pages. Click here to link to our careers page! Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us! Signet requires a centralized leader across our core North America brands to play a pivotal role in developing and instituting CRM best practices, operational discipline, and execution standards across. The Senior Director, CRM Strategic Operations and Enablement will lead a new team to own the implementation of strategy, governance, and operational framework for CRM across email and SMS while playing a heavy role in developing the standards. Key focus areas include identifying opportunities for list growth, protecting list hygiene, ensuring adherence to channel compliance, determining new opportunities, making advancements with AI, and leading best practices. They will lead their two direct reports, Manger, CRM Operations and Enablement, in prioritizing projects and ensuring alignment to the CRM roadmap. This role will partner closely with IT, MarTech, Brand teams, CRM Directors, and external vendors to ensure cross department goal sharing and ensure CRM programs are executed with consistency, quality, scalability, and measurable business impact. While not responsible for technical solves, must possess an understanding of technical requirements and know how to work with the teams needed to solve tech issues or advancements. They will report directly to the Sr. Dir., CRM Strategy & Customer Engagement who will lead channel brand-specific roadmaps. This role will work closely with the Brand Family CRM Directors who own brand-level campaign planning and execution, providing strategic guidance, operational structure, best-practice leadership, and cross-functional coordination to enable stronger performance across the CRM organization. The ideal candidate is a strong cross-brand operator and strategic CRM leader who can connect marketing strategy, technology, process, data, customer experience, and vendor capabilities. This person must be able to influence teams, simplify complex operational challenges, and produce clear, executive-level communications that drive alignment and decision-making.

Major Responsibilities/Essential Functions:

• Implement CRM operations and enablement across email and SMS for core North America brands. Play a pivotal role in defining and adopting the CRM strategy, operating principles, governance routines, and best-practice standards that guide CRM execution across Signet brands. Establish clear expectations for how email and SMS programs are governed, protecting the foundation of the programs and ensuring list health. 40%
• Partner closely with the CRM Directors who oversee day-to-day email and SMS planning and deployment for each brand. Provide strategic guidance, shared learnings, performance insights, and operational support to improve consistency, personalization, segmentation, journey development, testing, and channel effectiveness across brands. 30%
• Serve as CRM partner to IT, MarTech, and vendors. Represent CRM business needs in technology, platform, data, integration, and vendor discussions. Partner with cross-functional teams to identify operational requirements, prioritize enhancements, resolve workflow gaps, and ensure CRM tools and vendor capabilities support enterprise strategy and execution needs. Identify tech needs and bring together the right teams to solve. 20%
• Define reporting best practices while monitoring marketing performance. Recommend strategic direction and guidance based on the analysis of results. 10%
• Performs additional duties and projects as assigned.

Education Required:

Bachelor’s or master’s degree in marketing, business, communications, technology, analytics, or a related field required.

Required or Acceptable Job-Related Experience:

Experience leading CRM, marketing operations, and/or digital marketing strategy at scale, with direct experience in email and SMS channels. Must have experience working cross-functionally with marketing, brand, technology, MarTech, analytics, and vendor teams to improve CRM strategy, operations, and execution. Past retail experience preferred.

Skills:

Deep understanding of CRM strategy, email marketing, SMS marketing, customer journey marketing, segmentation, personalization, automation, testing, and performance optimization. Strong understanding of CRM operating models, campaign workflows, governance routines, QA processes, intake models, prioritization frameworks, and execution best practices. Proven experience in using data and research to identify and understand customer segments and develop marketing plans that resonate with them. Ability to set channel standards while balancing the unique needs of individual brands. Excellent leadership and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels. Strong analytical skills and the ability to use data to inform decisions and optimize campaigns. Excellent communication skills, with the ability to articulate complex ideas and concepts in a clear and concise manner.

Years of Job-Related Experience Required:

Must have a minimum of 10 years+ of experience in marketing, with a focus on strategy, planning, and execution.

Technical/Other Skills Required:

Proficiency in marketing automation and CRM tools to manage customer segmentation and targeting, and to develop and execute marketing campaigns. Experience working with vendor partners to improve platform usage, operational support, SLA performance, roadmap alignment, and capability adoption. Understanding of email and SMS compliance considerations, deliverability, audience management, personalization, suppression logic, consent management, and customer contact strategy. Familiarity with experimentation methodologies to optimize marketing campaigns and drive business impact. Strong project management skills, with the ability to prioritize tasks, manage timelines, and meet deadlines. Familiarity with industry trends and best practices in CRM, including personalization, customer experience, and data-driven marketing. Strong Microsoft Office skills, especially PowerPoint and Excel, with the ability to develop polished leadership materials. Ability to work in a fast-paced, agile environment and adjust priorities as needed. A proactive and self-motivated approach, with the ability to work independently and take ownership of initiatives. Experience working in retail or consumer-facing industries would be an advantage.

Education Required:

Bachelor’s or master’s degree in marketing, business, communications, technology, analytics, or a related field required.

Required or Acceptable Job-Related Experience:

Experience leading CRM, marketing operations, and/or digital marketing strategy at scale, with direct experience in email and SMS channels. Must have experience working cross-functionally with marketing, brand, technology, MarTech, analytics, and vendor teams to improve CRM strategy, operations, and execution. Past retail experience preferred.

Skills:

Deep understanding of CRM strategy, email marketing, SMS marketing, customer journey marketing, segmentation, personalization, automation, testing, and performance optimization. Strong understanding of CRM operating models, campaign workflows, governance routines, QA processes, intake models, prioritization frameworks, and execution best practices. Proven experience in using data and research to identify and understand customer segments and develop marketing plans that resonate with them. Ability to set channel standards while balancing the unique needs of individual brands. Excellent leadership and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels. Strong analytical skills and the ability to use data to inform decisions and optimize campaigns. Excellent communication skills, with the ability to articulate complex ideas and concepts in a clear and concise manner.

Benefits:

• Premium Healthcare Coverage – Comprehensive medical, dental, and vision plans to keep you and your family covered.
• 401(k) with Company Match – Invest in your future with a generous retirement savings plan, including company matching after just one year.
• Generous Time Off – Recharge with a robust PTO package, plus company holidays.
• Diversity, Equity & Inclusion Programs – Be part of a culture that celebrates diverse perspectives and fosters belonging.
• Career Growth & Development – Opportunities for leadership development, mentorship and continuous learning.
• Exclusive Perks – Enjoy additional benefits, wellness programs, employee discounts, and more!

Signet Jewelers is a people-first company. This core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. We're ONE Company, proud of our rich heritage, international presence, diversity, inclusion and equity we’re inspiring inside. We are Great Place to Work-Certified™ operating under the iconic brands: Kay Jewelers, Zales, Jared Jewelry, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda and James Allen.