Director Of Customer Relationship Management (Crm)

MICRO CENTER is the nations leading computer and electronics bigâbox retailer offering more than 40000 of the industrys best technology products. For over 45 years our success has been built on unmatched product expertise a passion for innovation and a deep commitment to exceptional customer service.

At Micro Center Passion Energy and Commitment arent just wordstheyre how we work grow and win together. We take pride in creating longâterm customer relationships and cultivating a workplace where associates are supported empowered and valued.

We are currently seeking a self-motivated results oriented Director of Customer Relationship Management (CRM). (This position is located in our Hilliard Ohio Home Office.)

About the Role

The Director of Customer Relationship Management leads the CRM and customer data strategy for a store-led omnichannel retail organization with responsibility for driving customer acquisition retention and lifetime value.

This role manages the customer lifecycle end to end using customer data CRM platforms and personalization to connect digital touchpoints (website email SMS) with in-store and online behavior ensuring a seamless and consistent customer experience. Reporting to the Chief Marketing Officer the Director partners closely with Stores Merchandising Marketing Digital E-commerce IT and Analytics to align customer engagement strategies with both store performance and digital growth.

What Youll Do

Omnichannel CRM Strategy

• Define and execute a CRM strategy that drives store traffic store and BOPIS conversion and integrated omnichannel experiences
• Manage the customer lifecycle across acquisition onboarding engagement retention loyalty and reactivation
• Align CRM programs with store promotions merchandising strategies digital campaigns and seasonal retail initiatives
• Ensure the website and digital experiences support in-store online and omnichannel fulfillment options including BOPIS

Customer Data Integrity Segmentation & Insights

• Maintain the integrity of customer data across all retail and digital systems ensuring accuracy consistency and reliability
• Manage customer de-duplication processes identity resolution and master customer records
• Establish and maintain strong data hygiene standards including governance validation and ongoing quality monitoring
• Develop customer segments based on purchase behavior channel engagement geography preferred store and category affinity
• Partner with analytics teams to measure customer behavior and performance across in-store digital and omnichannel journeys
• Ensure compliance with privacy and data regulations (e.g. GDPR CCPA)

Technology & Platform Management

• Manage CRM marketing automation loyalty and customer data platforms (CDPs)
• Partner with IT Digital and E-commerce teams to integrate POS e-commerce platforms membership systems and CRM
• Lead optimization of CRM and personalization technologies including Bloomreach to support omnichannel personalization and product discovery

Lifecycle Marketing Personalization & Geo-Targeting

• Develop CRM-driven campaigns across email SMS push notifications membership communications and other owned channels
• Deliver personalized messaging and offers informed by channel behavior purchase history and location signals
• Use geo-targeting and store-preference data to drive store visits and online order reservations
• Leverage website behavior to guide customers toward stores online reservations or omnichannel fulfillment paths
• Establish test-and-learn frameworks to optimize personalization cadence and omnichannel conversion

Membership & Retention

• Lead or closely partner on retail membership program strategy and execution
• Develop initiatives that increase repeat purchases visit frequency and long-term customer value across channels
• Use CRM insights to re-engage lapsed customers and strengthen cross-channel loyalty

Team Leadership & Cross-Functional Collaboration

• Build lead and manage a high-performing CRM and lifecycle marketing team
• Serve as the CRM and customer data subject-matter expert across the organization
• Collaborate closely with Stores Merchandising Marketing Digital E-commerce IT Analytics and Customer Support

Performance Reporting & Optimization

• Define and track CRM and omnichannel KPIs including:
• Customer acquisition retention and lifetime value (CLV)
• Engagement and conversion across channels
• BOPIS adoption and conversion rates
• Online-to-store attribution and influenced store sales
• Store visit frequency and omnichannel revenue contribution
• Monitor customer data quality and continuously improve accuracy and usability
• Deliver performance reporting and strategic insights to the CMO and executive leadership
• Continuously refine CRM programs to improve omnichannel performance and customer experience

What Were Looking For

• Bachelors degree in Marketing Business Information Systems or a related field (MBA or an advanced degree a plus)
• Experience in brick-and-mortar omnichannel or specialty retail
• 812 years of experience in CRM lifecycle marketing or customer experience in an omnichannel or retail environment
• 35 years of people management experience
• Hands-on experience with CRM marketing automation POS membership programs and customer data platforms (Bloomreach strongly preferred)
• Experience managing large-scale customer databases
• Experience managing customer data quality de-duplication and data hygiene
• Strong analytical skills with the ability to connect customer insights to store digital and omnichannel performance

Key Competencies

• Omnichannel customer-first mindset
• Strong understanding of customer data attribution and segmentation
• Experience with personalization geo-targeting and lifecycle marketing
• Data-driven decision making
• Cross-functional leadership and collaboration

Work Environment

• On-site 5 days per week
• Occasional travel may be required

Benefits That Support Your Growth and Well-Being:

At Micro Center were committed to taking care of our associates so they can thriveboth at work and in life. Our comprehensive benefits package includes:

• Medical Dental & Vision Coverage for regular fullâtime associates
• Competitive Employee Discount including our Friends & Family Discount Program
• Tuition Reimbursement and Education Savings Opportunities to support continuous learning
• Paid Time Off for regular associates to rest recharge and take care of what matters most
• 401(k) Retirement Plan with Company Match to help you plan for the future
• IndustryâLeading Vendor and Company Training to build your skills and product expertise
• Clear Career Growth and Advancement Opportunities across the organization

Why Micro Center

Our core promise is to take care of our associates and our customers. That commitment has guided our culture our growth and our success for more than four decadesand its what makes Micro Center a truly exceptional place to build your career.

Micro Center is an Equal Opportunity Employer.

Required Experience:

Director