CRM Product Manager

WSA Americas•Washington, DC

2d•$90,000 - $110,000•Remote

About The Position

The CRM Retail Systems & Performance Manager is responsible for owning the performance, optimization, and day-to-day management of the CRM Client Connection platform. This role ensures the system effectively supports retail operations while driving measurable improvements in customer engagement, appointment conversion, and outbound calling effectiveness. This individual will partner cross-functionally with Retail, Marketing, and Business Analytics teams to enhance visibility into performance, improve CRM adoption, and enable data-driven decision making across the organization.

Requirements

4–8+ years of experience in CRM, marketing operations, retail operations, or customer analytics roles.
Strong experience with CRM platforms (Salesforce, HubSpot, or similar).
Proficiency in data analysis and querying (SQL, Excel, or BI tools preferred).
Experience developing reporting, dashboards, and performance insights.
Demonstrated ability to connect data to business outcomes and drive improvements.
Strong process orientation with a focus on operational efficiency and scalability.
Excellent cross-functional collaboration and communication skills.

Responsibilities

Own administration, configuration, and ongoing optimization of the CRM Client Connection platform. Ensure system reliability, usability, and alignment with business needs.
Identify, troubleshoot, and resolve platform issues in a timely manner. Drive platform enhancements and continuous improvement initiatives.
Develop queries, segmentation, and data extraction to support operational and marketing initiatives. Partner with Business Analytics to design and deliver dashboards and performance reporting.
Monitor KPIs such as appointment confirmations, show rates, and outbound effectiveness. Identify trends, gaps, and opportunities to improve performance and customer engagement. Translate data into actionable insights and recommendations for leadership.
Standardize CRM workflows, processes, and best practices across retail operations. Support cross-functional programs and operational initiatives requiring CRM integration. Partner with stakeholders to align CRM capabilities with evolving business needs.