• Director, CRM Programs and Operations

    Crate & Barrel (Northbrook, IL)


    The Director, CRM Programs is responsible for defining and championing the CRM strategy and vision for all our brands. This role requires a seasoned leader who can inspire teams, drive significant business growth through strategic innovation, and collaborate effectively with executive stakeholders. The leader plays a critical role in shaping the overall success of our mission to develop lifelong relationships with our customers.

     

    A day in the life as a Director, CRM Programs and Operations

    + Define and champion the overall customer strategy, lifecycle strategies, and CRM vision for assigned business domains, ensuring alignment with overall business objectives and market opportunities

    + Lead, mentor, and manage a team of CRM Program team members and managers, fostering a high-performance culture and developing talent

    + Drive strategic planning and collaboration with cross-functional partners, including Product Management, Engineering, Analytics, and Marketing, to ensure a cohesive customer experience

    + Oversee the end-to-end delivery of major CRM initiatives, ensuring effective execution from ideation through launch and iteration

    + Establish clear and measurable Key Performance Indicators (KPIs) that track the success of CRM efforts within the domain and inform strategic decisions, focusing on outcomes like customer lifetime value and retention

    + Lead executive-level meetings and conversations, effectively communicating CRM strategy, progress, and insights

    + Work autonomously to define and prioritize program journeys and initiatives across the domain

    + Champion a data-driven and customer-centric approach to CRM, ensuring all efforts meet customer needs and achieve business goals by leveraging quantitative data analysis to find insights

    + Identify and evaluate strategic partnerships and manage key vendor relationships

    What you'll bring to the table:

    + Expertise in CRM best practices, strategic frameworks, and portfolio management

    + Proven ability to define and execute successful CRM strategies that drive business growth and customer value in a complex domain

    + Strong people leadership skills with experience building, mentoring, and managing high-performing teams

    + Exceptional strategic thinking, problem-solving, and data analysis capabilities for data-driven decision-making

    + Exceptional communication and collaboration skills, including the ability to articulate a clear vision and influence senior executives and diverse stakeholders to achieve buy-in

    + Deep understanding of how marketing technology aligns with and enables CRM strategy

    + Strong business acumen and a deep understanding of the customer relationship model

    + Proven experience with budget management, resource planning, and strategic hiring

    + The ability to define and drive the personalization strategy for a business domain

    We'd love to hear from you if you have:

    + 12+ years of progressive experience in CRM Strategy, Marketing Strategy, Customer Experience, or Consumer Insights

    + 5+ years of experience in a management role, with a proven track record of leading and developing teams and/or other managers

    + Master's degree (or equivalent practical experience)

    + Proven track record of successfully leading and delivering large-scale, complex CRM initiatives

     

    Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as “the Company”. The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request. The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law. The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US. State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.