Senior Manager, CRM
Senior Manager, CRM
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Job Description
As a customer-first company with a rich history of innovation and service and our teams are driven by a passion for delivering exceptional experiences every day. Our Senior Manager of Customer Relationship Management is responsible for the strategic leadership execution and optimization of CRM marketing initiatives to drive customer engagement retention and lifetime value across Public Storages digital and offline channels. This individual will lead a team to design omni-channel CRM strategies own the technology roadmap partner closely with data digital marketing and product teams and be accountable for results-driven campaign management at scale. Key responsibilities include:
Strategy & Leadership:
Own and evolve our comprehensive CRM lifecycle strategy ensuring alignment with business objectives and customer needs.
Drive growth retention and loyalty initiatives including customer segmentation journeys and personalized communications.
Lead and mentor a high-performing team of CRM professionals.
Execution & Optimization:
Oversee execution of multi-channel campaigns (email SMS push direct mail call center etc.) with A/B testing and analytics to drive continual improvement.
Leverage customer insights and analytics to optimize targeting content and frequency across channels.
Technology & Data:
Manage CRM platform(s) integrations and data infrastructure in collaboration with IT and external vendors.
Ensure adherence to data privacy regulations and best practices.
Develop roadmap for CRM technology stack enhancements evaluating and recommending new tools as necessary.
Collaboration:
Partner with Product Digital Marketing Operations Customer Care and Analytics teams to align CRM with broader customer experience and business initiatives.
Develop dashboards and present progress results and recommendations to senior leadership.
Qualifications :
Bachelors degree in Marketing Business Analytics or related field; Masters/MBA a plus.
7 years experience in CRM strategy & execution preferably in a consumer services or retail environment.
Proven ability to lead teams manage large-scale CRM campaigns and deliver measurable results (increased retention CLV NPS etc.).
Hands-on expertise with leading CRM/email service platforms (Salesforce Braze Iterable etc.).
Strong analytical skills including customer segmentation campaign performance analysis and A/B/multivariate testing.
Excellent project management skills and ability to work cross-functionally.
Deep understanding of data privacy and compliance (CAN-SPAM TCPA CCPA etc.).
Exceptional communication presentation and stakeholder management skills.
Preferred Qualifications
Experience with data-driven personalization and integration with martech stacks (CDP DMP etc.).
Familiarity with self-storage rental services retail or e-commerce industries.
Knowledge of loyalty program design and implementation.
Additional Information :
Workplace
- One of our values pillars is to work as OneTeam and we believe that there is no replacement for in-person collaboration but understand the value of some flexibility. Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month.
- Our office is based in Plano east of I75 near E. Park Blvd just North of Historic Downtown Plano.
Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race color religion sex sexual orientation gender identity national origin age disability or any other protected status. All qualified candidates are encouraged to apply.
REF3104X
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
