Senior CRM Marketing Manager

This is a fully remote position, open to applicants in Connecticut, +6 more states.

📋 Description

• Take ownership of the complete CRM strategy encompassing lifecycle, personalization, loyalty, retention, acquisition, automation, and customer experience.

• Establish strategic guidelines for segmentation, testing, frequency, and channel mix.

• Manage customer journey mapping, planning, and execution across acquisition, onboarding, engagement, loyalty, winback, reactivation, and retention phases.

• Develop and maintain the CRM roadmap, which includes lifecycle initiatives, CDP capabilities, automations, testing plans, AI enhancements, and personalization use cases.

• Lead the creation of hyper-personalized customer experiences utilizing customer data, behavioral signals, lifecycle triggers, and AI-driven decision-making.

• Oversee, mentor, and prioritize tasks for Senior Digital Marketing Specialists.

• Ensure that CRM operations are scalable, repeatable, resilient, and governed across various markets.

• Manage CRM platform health, administration standards, access, integrations, releases, feature adoption, documentation, and governance.

• Design and supervise processes for governance, quality assurance, monitoring, incident response, documentation, and risk management.

• Coordinate with CRM platform, agency, and technology vendors.

• Lead the strategy and operating model for offer decision-making.

• Collaborate with loyalty, analytics, technology, merchandising, ecommerce, and operations to ensure accurate and financially responsible offers.

• Direct CRM channels and ecosystem strategy across email, SMS/MMS, mobile push, in-app, web, app, paid-media audiences, and emerging channels.

• Monitor ecosystem changes and convert privacy, security, deliverability, consent, attribution, device, and platform modifications into actionable business and technical initiatives.

• Assess and integrate automation, predictive analytics, AI-assisted orchestration, and agentic workflows.

• Identify relevant data concerning enterprise customers, transactions, behaviors, digital interactions, retail, loyalty, service, and operations.

• Collaborate with data, analytics, engineering, technology, product, ecommerce, retail, compliance, and business owners to prepare CRM data effectively.

• Establish standards for data quality and escalation/remediation procedures.

• Define CRM KPIs, reporting, testing, and insights expectations.

• Convert performance trends into strategic recommendations for leadership.

• Act as the primary CRM stakeholder for leadership and cross-functional teams.

• Represent CRM in roadmap planning, resource allocation, acquisition planning, customer experience development, and go-to-market strategies.

• Create cross-functional workflows and meeting schedules to monitor progress, mitigate risks, document decisions, and present recommendations.

• Oversee CRM readiness and strategy for new markets and significant launches.

• Drive the adoption of platform features, AI enhancements, journey orchestration, predictive audiences, automation, and personalization initiatives.

• Manage acquisition-focused CRM initiatives linking initial touchpoints to long-term lifecycle value.

⛳️ Requirements

• Extensive senior-level CRM marketing experience, as indicated by the Senior CRM Marketing Manager role.

• Proven experience in owning CRM strategy across lifecycle, personalization, loyalty, retention, acquisition, automation, and customer experience.

• Demonstrated experience in customer journey mapping, planning, and execution.

• Proficient in segmentation, testing, cadence, channel mix, and advanced targeting methodologies.

• Experience in managing and developing marketing specialists.

• Skilled in administering and governing CRM platforms, including access, integrations, releases, documentation, and feature adoption.

• Familiarity with process design, governance, quality assurance, monitoring, incident response, and risk management.

• Experience managing CRM platforms, agencies, technology vendors, scopes, timelines, deliverables, service levels, budgets, and accountability.

• Knowledge of offer decision-making, eligibility, suppression, prioritization, arbitration, contact rules, testing, measurement, and governance.

• Expertise in email, SMS/MMS, mobile push, in-app, web, app, paid-media audiences, and emerging CRM channels.

• Understanding of AI, privacy, security, deliverability, consent, attribution, and platform policy changes.

• Experience collaborating with data, analytics, engineering, technology, product, ecommerce, retail, compliance, and business owners.

• Familiarity with data quality, identity resolution, consent, event definitions, taxonomy, suppression logic, deduplication, latency, reconciliation, and data pipelines.

• Proven experience in establishing KPIs, reporting frameworks, testing frameworks, and strategic insights.

• Experience leading alignment among cross-functional and executive stakeholders.

• Background in market expansion, major launches, AI enhancements, journey orchestration, predictive audiences, automation, and large-scale personalization.

• Preferred location: remote on the East Coast in FL, PA, GA, OH, CT, WV, or MD.

🏝️ Benefits

• A comprehensive benefits package that includes paid time off.

• Remote work options available for eligible locations.