Senior CRM & Lifecycle Marketing Manager

Comfort starts with our 10000 team members across the globe who are transforming the power of comfort every day. Our employees have the power to change lives in our homes work and communities. We foster an inclusive environment while honoring a legacy built on family where everyone can be themselves.

If you are ready to join an industry leading organization where our people are the most important asset and innovation propels us into the future youre ready to take your seat at La-Z-Boy Incorporated.

WE BELIEVE IN THE TRANSFORMATIONAL POWER OF COMFORT

Job Description:

KEY RESPONSIBILITIES (other duties as assigned):

• Lead enterprise CRM and lifecycle marketing strategy across corporate-owned retail ecommerce and owned channels aligning programs to traffic conversion retention repeat purchase customer lifetime value and same-store sales goals.
• Own the strategy planning execution testing and optimization of email SMS direct mail database marketing triggered messaging and customer-segmented communications ensuring brand alignment accuracy compliance and operational excellence.
• Design and scale end-to-end customer journeys across acquisition lead nurture cart and browse recovery purchase store follow-up post-purchase education loyalty cross-sell repeat purchase and win-back moments.
• Lead customer segmentation personalization and data activation using behavioral signals purchase history engagement lifecycle stage product interest geography and retail relationships to improve relevance and business outcomes.
• Serve as the CRM subject matter expert for DTC and omnichannel initiatives translating business needs into requirements for ESP modernization SMS enablement journey orchestration customer identity consent data integrations and personalization capabilities.
• Develop scalable CRM programs that support corporate-owned retail stores local-market needs promotional events store openings assisted-selling handoffs digital-to-store journeys and post-visit customer follow-up.
• Own CRM measurement KPIs testing reporting and performance optimization; translate campaign and customer data into actionable recommendations for Marketing Retail ecommerce Finance Analytics and senior leadership.
• Manage CRM budgets agencies vendors technology partners and team members while leading cross-functional collaboration and the evolution from campaign-based execution to automated personalized omnichannel customer engagement.

SCOPE & IMPACT:

Enterprise responsibility across corporate-owned retail DTC commerce and owned customer communication channels. Manages approximately $5 million to $8 million in annual direct marketing activity multiple agency and technology partners and one direct report. Influences store traffic ecommerce conversion customer engagement repeat purchase customer lifetime value same-store sales and delivery of the companys digital commerce roadmap.

MINIMUM REQUIREMENTS:

• Bachelors degree in Marketing Business Communications Analytics Digital Commerce Information Systems or a related field with 8-10 years of experience or equivalent professional experience.
• 5 years of experience leading people agencies vendors or complex cross-functional workstreams.
• Demonstrated experience developing CRM and lifecycle strategies that drive traffic conversion retention repeat purchase customer engagement customer lifetime value and revenue.
• Strong knowledge of email SMS direct mail triggered journeys segmentation personalization testing campaign measurement customer data CRM platforms ESPs and marketing automation.
• Demonstrated ability to lead cross-functional initiatives and translate performance data into clear business recommendations and executive-ready communication.
• Experience managing budgets vendor relationships campaign timelines production processes quality assurance and operational execution with working knowledge of privacy consent deliverability CAN-SPAM TCPA and data-governance practices.
• Ability to operate in a fast-paced transformation-oriented environment with competing priorities
• Up to 15% travel required.

PREFERRED REQUIREMENTS:

• Experience in retail furniture home consumer durables ecommerce DTC omnichannel retail or another high-consideration purchase category.
• Experience supporting corporate-owned stores local-market marketing store traffic programs store openings or acquisitions and retail field communications.
• Experience with ESP migration or implementation SMS program development loyalty customer data platforms marketing automation or journey orchestration.
• Experience with CRM platforms such as Salesforce Marketing Cloud Adobe Campaign Braze Klaviyo Oracle Eloqua Microsoft Dynamics HubSpot or similar tools.
• Experience with analytics and visualization tools such as Adobe Analytics Google Analytics Power BI Tableau SQL-based reporting or CDP audience tools.
• Experience partnering with Technology and Digital Product teams on platform requirements data feeds integrations quality assurance transformation roadmaps and business cases; advanced degree or relevant certification preferred.

SUPERVISORY RESPONSIBILITIES: One direct report

PHYSICAL DEMANDS/WORK ENVIRONMENT:

Primarily a professional office and virtual-collaboration environment requiring regular use of a computer telephone and video-conferencing tools with periods of sitting or standing. Occasional travel of up to 15% is required to support business meetings partners and company locations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the incumbent for this job. Duties responsibilities and activities may change at any time with or without notice.

Weekly Hours:

Benefit offerings to employees and their families include: Medical Vision Dental and Basic Life Insurance available 401k retirement plan with company match of up to 6%. Paid time off includes: 9-11 paid holidays each year two weeks prorated vacation as a new hire and either personal time (non-exempt only) or state mandated sick time.

More information can be found via: this role requires travel / driving in order to perform the key responsibilities outlined above candidates must be able to meet the qualifications noted in the companys Driver Management Program to be considered for the role.

At La-Z-Boy Incorporated were an equal opportunity employer. We understand that our employees diverse backgrounds experiences perspectives and viewpoints add value to our ability to create and deliver the best possible service quality products and is of utmost importance as we work together to build comfort. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.

We are committed to fostering an environment in which all employees feel valued included and empowered to do their best work and bring great ideas to the table. If you are a qualified individual that may need a change or adjustment to the application/interviewing/hiring process as a result of your disability you may request a reasonable accommodations by emailing our recruiting team at or by calling .