Customer Relationship Manager

Sunstar Americas, Inc.•Schaumburg, IL

1d•$120,000 - $140,000•Hybrid

About The Position

The CRM Manager is responsible for defining and leading customer relationship management (CRM) and lifecycle marketing strategy across both the Retail Consumer and Professional Dental business segments. This role develops data-driven engagement strategies that increase consumer acquisition, retention, loyalty, and Customer Lifetime Value (CLTV) through personalized, omnichannel customer experiences. Serving as the organization's CRM subject matter expert, the CRM Manager partners closely with Marketing, eCommerce, Sales, Analytics, Customer Service, IT, and agency partners to develop scalable lifecycle programs, activate first-party data, optimize the customer journey, and identify new opportunities to accelerate business growth.

Requirements

Bachelor's degree in Marketing, Business, Communications, or related field
8–12+ years of experience in CRM, lifecycle marketing, marketing automation, or digital marketing
Proven success developing CRM strategies that improve customer acquisition, retention, and CLTV
Experience managing email marketing, SMS, customer journey orchestration, and marketing automation platforms
Strong analytical skills with the ability to translate consumer data into business strategy
Experience leading cross-functional initiatives and influencing stakeholders
Excellent communication, leadership, and project management skills

Nice To Haves

Experience with Salesforce Marketing Cloud, Adobe Campaign, HubSpot, Marketo, Microsoft Dynamics 365, or similar CRM platforms
Experience with Customer Data Platforms (CDPs) and first-party data activation
Experience with journey orchestration, personalization, and marketing automation
Experience supporting both B2C Retail Consumer and B2B Professional customer engagement programs
Experience with loyalty, retention, and subscription-based marketing strategies
Experience with A/B testing and experimentation frameworks
Experience with Google Analytics, Adobe Analytics, Power BI, Tableau, or similar analytics platforms
Experience within healthcare, oral care, consumer packaged goods (CPG), or other regulated industries
Familiarity with AI-driven personalization and predictive marketing capabilities

Responsibilities

Define and execute CRM and lifecycle marketing strategies across Retail and Professional Dental Care audiences
Lead lifecycle marketing programs across email, SMS, and owned digital channels
Develop customer journey strategies to improve acquisition, engagement, retention, and loyalty
Drive replenishment, repeat purchase, and Customer Lifetime Value (CLTV) initiatives
Identify new CRM capabilities and opportunities that support long-term business growth
Manage consumer database growth and first-party data activation
Lead CRM campaign planning, execution, testing, and optimization
Develop testing strategies to improve engagement, conversion, and retention performance
Monitor campaign effectiveness and translate performance insights into optimization recommendations
Establish CRM best practices, governance, and performance standards
Analyze consumer behaviors, engagement trends, and lifecycle performance to identify growth opportunities
Translate consumer and business insights into actionable retention and loyalty strategies
Measure customer journey effectiveness and recommend enhancements to improve consumer experience
Identify opportunities to increase customer loyalty, repeat purchase behavior, and CLTV
Partner with Marketing, eCommerce, Sales, Analytics, Customer Service, and IT to deliver connected consumer experience
Collaborate with external agencies and technology partners to implement CRM initiatives
Serve as the CRM subject matter expert and provide strategic guidance across the organization
Ensure CRM initiatives align with brand objectives, commercial priorities, and business goals

Benefits

Excellent, comprehensive insurance coverage that includes Medical, Vision, and Dental benefits.
Opportunities for career growth and advancement
Employee discount on GUM products
401K retirement plan with employer match (Pretax and Roth options)
401K profit sharing contribution based on company performance.
Paid holidays and generous paid time off.
Pet, Legal and Identity Theft Insurance Plans
Competitive bonus
Corporate Perks Discount Program (Auto, Retail, Electronics, Entertainment, Computers, Personal Vacations, Cell Phones, Movie Tickets, Eating Out and Much More)
Numerous employee appreciation events throughout the year.
Recognition and Rewards Programs