Manager, CRM Strategy

SUMMARY

The CRM Strategy Manager will be critical in evolving and owning the company's overall global strategy and execution of customer engagement across all owned marketing channels. The role will oversee an extensive customer database & marketing technology stack to drive the full marketing funnel from brand awareness to conversion, new customer acquisition to retention. These strategies will be rooted in business and brand goals, customer data and channel-level best practices. This individual will assist define the strategic direction, data integration and technology needed to support the implementation and execution of the CRM strategy. Partner with external agencies & technology providers as well as cross functional areas including Brand Marketing, E-Commerce, Creative, Merchandising, and IT.

The CRM Strategy Manager will review performance results across owned marketing channels and KPI's to continually optimize programs. This position's ideal candidate will have a deep understanding & hands-on experience connecting business objectives, best practices leveraging CRM in innovative ways to engage and convert consumers. The successful candidate will enjoy working in a fast-paced, collaborative environment while leading a team of specialists.

JOB DUTIES

Drive the strategy and execution of highly impactful and effective direct marketing programs by demonstrating an innate understanding of customer insights, customer journeys, UX, and marketing technology. Lead strategic planning by translating complex business requirements and merchandise opportunities into relevant marketing campaigns leveraging communication strategies via all Marketing channels.

Analyze & evaluate marketing programs to develop a data driven decision-making culture while constantly optimizing and improving ROI. Continuous test and learn across all programs to drive customer engagements and personalized experiences.

Develop strong partnerships and proactive forward thinking with internal IT partners and relevant external vendors to ensure a best in class technology stack and capabilities. Manage data quality as well as data enrichment strategies and tactics to maximize customer marketing programs.

Team management and development:

Responsible for leading a team of highly skilled individuals and drive the continuous development of deep CRM and customer analytics skills that result in a strong return on investment.

Perform as a thought-leader within the organization, actively educating associates and executives about the opportunities and challenges for digital marketing, emerging social platforms, content creation, direct mail, and marketing investments.

SUPERVISORY RESPONSIBILITIES

Manages CRM team including analysts, specialists and conducts performance management/coaching.

EDUCATION & EXPERIENCE

Education Minimum: Bachelor's Degree in Marketing, Analytics or related field

Education Preferred: MBA or related Graduate Degree

Experience Minimum: 5+ years of experience in delivering data quality programs and managing marketing databases, experience managing teams focused on marketing or sales programs and Data Science, Reporting, and Analytics experience.

5+ years of experience in managing SQL, ETL, and data quality tools, analytical and programing languages: Python, R or SAS and working with web analytics tools: Google Analytics, Adobe Analytics…

Experience using business intelligence tools (e.g. MicroStrategy, Tableau…,)

Experience Preferred: 7+ years of experience in delivering data quality programs and managing marketing databases, experience managing teams focused on marketing or sales programs and Data Science, Reporting, and Analytics experience.

7+ years of experience in managing SQL, ETL, and data quality tools, A/B testing methodologies and segmentation. Previous retail experience

KNOWLEDGE, SKILLS & ABILITIES

Advanced skills with MS Office, Adobe Analytics, Google Analytics, DoubleClick or SQL

Think consumer-first, distill insights and drive relevant strategies that drive preference and loyalty.

Proactively identify and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Technically proficient and knowledgeable in architecture that gathers customer information and feeds database solutions that drives and supports CRM strategies.

Management or agency experience with production, customer success and technical aspects of marketing campaigns

Able to create and drive plans independently. High level of curiosity and inventive thinking to differentiate.

Strong management/coaching skills to develop the CRM team.

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This position will be located at:5555 Darrow Road Hudson, OH 44236

Eligibility for benefits and incentives is dependent upon employment status. JOANN offers the following benefits and incentives to eligible Team Members:

Medical, Dental and Vision benefit plans

Company-paid basic, Optional, and Dependent life insurance

Long-term disability and Company-paid Short-term disability

Paid Time Off and Sick Time

Tuition Reimbursement

Team Member Discount

For more details on benefits and eligibility requirements, Click Here or visit

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JOANN is an Equal Employment Opportunity Employer. This job summary is intended to be brief and does not list all duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. JOANN is an at-will employer, which means that your employment may be terminated by JOANN or yourself with or without notice or cause unless the at-will arrangement is modified by a written agreement signed by both you and and authorized representative of JOANN.

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