DIRECTOR CUSTOMER RELATIONSHIP MANAGMENT (CRM)

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Job description

MICRO CENTER is the nation's leading computer and electronic device big box retailer! Our technology superstore has an industry-leading 40,000+ selection of premier computer products and the most knowledgeable staff in the business. Passion, Energy & Commitment describe life at Micro Center. We are passionate about customer service and developing long-term customer relationships. We are looking for those that are committed to these same values.

We are currently seeking a self-motivated, results oriented DIRECTOR OF CUSTOMER RELATIONSHIP MANAGEMENT. It is Micro Center's core promise to take care of our associates and customers which has led to our success over the last 40+ years!

The Director of CRM is responsible for developing and executing a comprehensive customer relationship marketing strategy to drive business growth and enhance customer engagement. This role involves a combination of strategic planning, operational management, analytical insight, and cross-functional collaboration.

As Director of CRM, your primary responsibility is to oversee and manage all aspects of campaign strategy and development, customer journey development and optimization, as well as customer data collection and analysis. You play a crucial role in ensuring that marketing campaigns are engaging, appropriately targeted and personalized, aligned with the organization's goals and brand identity, and drive top-line revenue and profitability. This position involves collaboration with various teams, including Marketing, Ecommerce, and Merchandising.

MAJOR RESPONSIBILITES:

Oversee the utilization and optimization of the CDP to capture, organize, and analyze customer data.

Develop and build all significant customer journeys at Micro Center; identify opportunities for improving the key journeys to drive increased customer LTV

Collaborate with Marketing to develop campaign strategies that leverage customer data insights effectively in campaigns.

Identify target segments, messaging, and channels to effectively deliver impactful and targeted campaigns that support company objectives.

Utilize Bloomreach for email marketing campaigns, SMS, customer segmentation, direct mail and personalization

Lead strategic planning and execution of multi-channel marketing campaigns (email, social, digital, and direct mail) by coordinating with internal teams to deliver on time and budget.

Utilize data analytics tools to measure campaign performance and identify areas for improvement.

Monitor key metrics (engagement rates, conversion rates, ROI) to assess campaign effectiveness and drive continuous improvement for future campaigns.

Develop and leverage customer segmentation techniques to target specific audiences with relevant, personalized messaging.

Continuously refine segmentation strategies based on customer behavior and preferences.

Work closely with the CEO, CMO, and Merchandising teams to align campaign objectives with overall business goals.

Collaborate with data analysts to leverage advanced analytics techniques for campaign optimization.

Ensure that all marketing campaigns comply with data privacy regulations (GDPR, CCPA) and company policies.

Ensure the implementation of data governance best practices to safeguard customer data and maintain compliance standards.

Foster a culture of collaboration, innovation, and continuous learning within the team.

EDUCATION & EXPERIENCE:

Bachelor's degree in business, Marketing, Computer Science or related field or equivalent experience. MBA preferred.

10+ years of related experience.

Proven experience with Bloomreach and/or other customer data platforms.

Strategic Vision: Experience developing a comprehensive understanding of the organizations goals and customer data needs to craft a strategic vision for leveraging the CDP to enhance customer engagement, drive personalized marketing and optimize campaign performance.

Data Analytics: Ability to use data analytics tools to create customer profiles, segment audiences, and derive actionable insights.

Campaign Management: Proficiency in managing and optimizing marketing campaigns across various channels (e.g. social media, email, paid advertising).

Collaborate with internal teams to develop targeted messaging that resonates with customers.

Experience with developing campaign budgets and ensuring adherence.

Experience leveraging data analysis to monitor campaign performance, adjust strategies and maximize return on investment.

Experience working cross-functionally with marketing, merchandising and other teams to align strategies and achieve campaign objectives.

A successful Director of CRM needs a combination of strategic thinking, creativity, technical knowledge, and effective leadership skills to drive effective marketing campaigns that support the overall goals of the organization.

MICRO CENTER OFFERS EXCEPTIONAL BENEFITS:

Medical, Dental and Vision Benefits Coverage for Regular Full-Time Associates

Employee Discount that includes a Friends & Family Discount Program

Tuition Reimbursement & Education Discounts

Paid Time Off for Regular Associates

401K Plan with Company Match

Esteemed Vendor & Company Job Training

Career Advancement Opportunities

OUR GROWTH OPPORTUNITIES:

At Micro Center, we empower our employees to set their sights high and blaze their own trails. This is a place where your future success and growth are truly a result of your own efforts and achievements. Our teams are made up of motivated individuals who work hard to advance their careers. Join our team and see how hard work, loyalty, competitive spirit and unwavering commitment to the customer can take you and your career to new places.

Micro Center is an Equal Opportunity Employer.

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