Manager of CRM Strategy - Retail

Summary

We are seeking a Manager, CRM Strategy to help elevate our customer marketing function. This role will be part of the Marketing team with a broad cross-functional reach. The ideal candidate will lead customer-focused projects, define customer experience strategies, and develop actionable roadmaps. This is a highly visible position that will collaborate with leadership to shape and drive a best-in-class CRM vision.

Description

The Manager, CRM Strategy will be responsible for setting the direction and execution of CRM and customer experience initiatives. You will oversee a portfolio of projects focused on retention, loyalty, and customer lifecycle marketing. This role will drive segmentation strategies, orchestrate personalized campaigns across owned channels, and work cross-functionally to ensure alignment with broader business goals. Strong analytical, strategic, and leadership skills are essential for success in this position.

Key Responsibilities:

Develop and execute CRM strategies for lifecycle, triggered, and personalized communications across email, SMS/MMS, app push, and direct mail

Utilize segmentation and predictive modeling to enhance personalization, engagement, and relevancy

Lead and manage a portfolio of customer-related initiatives aligned with a defined customer roadmap

Drive collaboration across departments to support customer strategies and goals

Oversee implementation of strategies generated by agile teams

Create and manage reporting on CRM performance, including campaign tracking and Customer Business Reviews

Guide all phases of CRM campaignsâ goal setting, planning, testing, execution, and optimization

Continuously evaluate and refine CRM programs to maximize customer engagement and profitability

Ensure compliance with company policies, procedures, and standards

Perform other duties as assigned

Requirements

Education:

Bachelorâ s degree in Marketing, Communications, Business, or a related field

Work Experience:

5+ years of experience in CRM, marketing strategy, or loyalty programs

3â 5 years managing large-scale retention campaigns across owned channels

Proven experience designing CRM journeys and customer-centric solutions across multiple platforms

Strong background in data analysis and converting insights into strategy

Demonstrated success managing complex projects from ideation through execution

Experience leading and developing high-performing teams

Retail industry experience is a plus

Skills:

Strategic mindset with the ability to lead, plan, and deliver complex initiatives

Strong relationship-building and cross-functional collaboration skills

Ability to manage both strategic vision and tactical execution

Comfortable working with senior leadership; skilled in executive-level presentations

Excellent analytical, problem-solving, and decision-making skills

Strong organizational abilities and time management in high-paced environments

High intellectual curiosity and ability to navigate ambiguity

Exceptional written and verbal communication skills, with the ability to distill complex ideas for broad audiences

Effective team leader and mentor with strong prioritization capabilities