Customer Relationship Management (CRM) Manager

Summary of PositionThe CRM (Customer Relationship Management) Manager leads Rocklers CRM and Data team owning the Salesforce CRM platform and overseeing a Data Analyst to drive customer intelligence audience strategy lifecycle marketing and customer engagement. This role is responsible for developing CRM strategies that increase customer retention repeat purchases and customer lifetime value through data-driven marketing and personalized customer CRM Manager owns customer audience segmentation lifecycle marketing automation and reporting while ensuring the integrity of Rocklers customer data across key systems. This individual serves as the subject matter expert for Salesforce CRM customer data governance promotional discounts reward cards gift cards and coupon partnership with Marketing Merchandising Ecommerce and IT the CRM Manager delivers actionable customer insights governs CRM best practices and helps shape strategies that improve marketing effectiveness and business Areas of Accountability CRM Strategy & LeadershipLead and manage the CRM and Data team including direct oversight of a Data Analyst fostering a collaborative customer-focused and insight-driven culture. Own the Salesforce CRM platform serving as the strategic lead for platform configuration data governance roadmap development and ongoing optimization. Develop CRM strategies that improve customer acquisition engagement retention loyalty and customer lifetime value. Partner cross-functionally with Marketing Ecommerce Merchandising Creative IT and Retail Operations to deliver coordinated customer experiences across channels. Customer Lifecycle & PersonalizationDevelop customer segmentation strategies and manage audiences within Salesforce to enable highly targeted communications across email direct mail SMS and other marketing channels. Design build optimize and maintain customer lifecycle journeys including welcome post-purchase loyalty promotional win-back and other automated customer communications. Develop personalized customer experiences using behavioral transactional demographic and engagement data. Lead ongoing testing and optimization of customer audiences messaging timing offers and lifecycle journeys to improve campaign performance and customer engagement. Analytics & Customer InsightsLead CRM analytics efforts by partnering with the Data Analyst to develop reporting frameworks customer KPIs dashboards and actionable business insights. Own execute analyze and communicate the results and trends of Net Promoter Score (NPS) and Customer-First Interaction Tracking (CFIT) programs. Govern the marketing customer database ensuring data quality segmentation accuracy customer integrity and meaningful reporting. Translate customer behavior and campaign performance into actionable recommendations that improve marketing effectiveness and support strategic business & CRM GovernanceServe as the subject matter expert (SME) for promotional discounts coupon codes reward cards and gift card execution processes. Ensure promotional pricing discounts offers and related marketing communications are executed accurately across all marketing channels. Maintain D365 documentation and standard operating procedures (SOPs) supporting promotional execution rewards programs and gift card processes. Troubleshoot D365-related issues and support testing for system upgrades and For PositionRequired QualificationsBachelors degree in Marketing Business Analytics or a related field or equivalent professional experience. Minimum of 5-7 years of experience in CRM customer marketing marketing technology or database marketing within a complex multi-channel retail and/or eCommerce environment. Strong understanding of customer data segmentation strategies lifecycle marketing personalization and CRM best practices. Demonstrated ability to use customer insights KPIs and analytics to develop strategic recommendations and improve business performance. Experience contributing to marketing strategy process development and continuous improvement initiatives. Strong project management communication and cross-functional collaboration be a local candidate - this will be a Full-time Flexible Hybrid PositionPreferred QualificationsHands-on experience with Salesforce Data Cloud or a comparable enterprise CRM. Experience managing or mentoring direct reports and developing high-performing teams. Experience with customer lifecycle marketing loyalty programs and marketing automation. Experience with retail and/or eCommerce customer marketing. Experience using analytics and reporting platforms such as Power BI Tableau GA4 or similar business intelligence tools. Working knowledge of SQL or experience partnering closely with technical and data teams.