Sr. Manager, CRM
Westwood, MA, US, 02090
At Crocs, Inc., every career offers a chance to make a real impact. No two journeys look the same. And that's exactly how we like it. Whether you’re welcoming customers into our stores, collaborating with global teams at our headquarters, or keeping operations moving at our distribution centers, your impact is real and valued. At Crocs, Inc. you’re not expected to fit a mold. You’re encouraged to break it and create something better.
Overview
As the HEYDUDE Sr. Manager of CRM, you'll manage the development and execution of a robust CRM strategy tailored to our customer base. Your role involves crafting and implementing segmentation strategies within our CRM platform to target customers based on their purchasing behavior while also driving list growth and acquisition strategies that expand our reach and strengthen retention efforts. You'll collaborate closely with cross-functional teams, including marketing, analytics, and product, to define customer segments, messaging strategies, and activation tactics that align with our business objectives. Using CRM tools and technologies, you'll orchestrate personalized customer experiences through various channels such as targeted email campaigns, SMS, print, and customer referral program.
What You'll Do
- Develop and implement a segmentation strategy within our CRM platform to target customers based on recency and frequency of purchases.
- Lead list growth strategy and execution, including acquisition campaigns, onsite capture, partnerships, and conversion optimization of new subscribers.
- Collaborate with marketing, GTM, and product teams to define customer segments, effective messages, and activation tactics aligned with business objectives.
- Support omnichannel initiatives by aligning CRM strategies across digital channels and Retail, ensuring a seamless and consistent customer experience.
- Use CRM tools and technologies to create personalized customer experiences across channels, including targeted email and SMS campaigns.
- Drive a testing methodology and strategic direction in partnership with Analytics for CRM initiatives.
- Work closely with data analytics teams to measure and analyze the impact of CRM initiatives on customer behavior, retention, and lifetime value.
- Work closely with Product Management team to help develop roadmap and prioritization planning.
- Find opportunities for process improvements and automation within the CRM ecosystem to streamline workflows and enhance scalability.
- Stay abreast of industry trends, standard processes, and emerging technologies in CRM and digital marketing to inform strategic decision-making.
- Drive market adoption and utilization across all platforms.
- Report on CRM executions and find strategy revisions based on performance.
What You'll Bring to the Table
- Bachelor's degree or equivalent experience in marketing, business, information technology, or a related field; advanced degree preferred.
demonstrated ability (8+ years) in CRM, product management or related fields. - Confirmed experience in CRM management, digital marketing, or product management, preferably within the retail or ecommerce industry.
- Strong understanding of CRM principles, segmentation strategies, and customer lifecycle management.
- Proficiency in CRM platforms such as Salesforce Marketing Cloud, Klaviyo, Attentive.
- Experience with data analysis tools and techniques for interpreting customer behavior and campaign performance.
- Excellent project management skills with the ability to prioritize tasks, handle timelines, and coordinate cross-functional teams.
- Strong communication and collaboration skills, with the ability to effectively convey complex ideas and build consensus among collaborators.
- Solution focused approach with a focus on delivering measurable business impact and driving continuous improvement.
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The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment. We accept applications on an ongoing basis.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law.
Title: Sr. Manager, CRM 
Salary or Pay Range: $130,000 - $140,000
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities.
At Crocs, Inc. we believe in the power of a blend of in-person and virtual collaboration to drive creativity and strengthen relationships. Your participation in this flexible schedule plays a key role in building a connected and successful team. In-office requirements vary by our work personas: Resident (5 days), Collaborator (4 days), Connector (2-3 days), Explorer (fully remote). This role has been aligned to the Collaborator persona.
This position is eligible to participate in a company incentive program.
This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
The application window is 45 days, but applicants are encouraged to apply as soon as possible after the posting date in order to ensure optimal consideration. The posting will be removed if the job is filled before the application window deadline.
Job Category: Corporate
Nearest Major Market: Boston