Director, CRM

Guitar Center•Westlake Village, CA

15h•Hybrid

About The Position

The Guitar Center Company is seeking a strategic, technically fluent Director, CRM to lead lifecycle marketing across Guitar Center and Musician’s Friend. This leader owns the strategy, execution, and performance of customer lifecycle marketing across email, SMS, and push notifications, with accountability for revenue growth, customer lifetime value, and a data-driven CRM program supporting the omnichannel customer experience. The role connects ecommerce, marketing, merchandising, and the contact center to activate customer data and deliver personalized experiences. It is an on-site position Tuesday through Thursday, with work from home on Mondays and Fridays. The Director will build and optimize lifecycle programs, establish CRM as a measurable revenue driver, improve attribution and incrementality measurement, and coordinate campaigns across digital, stores, and the contact center. The role also leads and develops a high-performing CRM team, scales AI-driven automation and personalization, and owns the CRM technology stack and related operational capabilities.

Requirements

At least 5 years of experience in CRM, lifecycle marketing, or retention marketing, ideally in ecommerce or omnichannel retail.
Proven track record of driving significant revenue and customer lifetime value growth through CRM channels.
Deep expertise in email, SMS, push notifications, segmentation, personalization, and marketing automation.
Strong analytical skills and experience with attribution, incrementality testing, and performance measurement.
Experience collaborating cross-functionally with ecommerce, merchandising, marketing, and customer service teams.
Demonstrated success building and leading high-performing teams in fast-paced environments.
Experience with modern CRM/CDP platforms such as Salesforce Marketing Cloud, Braze, Iterable, or Segment.

Responsibilities

Own CRM strategy across email, SMS, and push, including accountability for revenue contribution and customer lifetime value growth.
Build and optimize lifecycle programs spanning acquisition, onboarding, engagement, retention, and reactivation.
Establish CRM as a core digital revenue driver with clear attribution and incrementality measurement.
Test and scale programs to improve conversion, purchase frequency, and customer value.
Partner with ecommerce and data teams to translate customer behavior into segmentation and personalization strategies.
Use CDP and ESP capabilities to deliver targeted, dynamic messaging and maintain consistent customer communications across channels.
Develop experimentation frameworks, including rigorous A/B testing, and improve attribution of CRM channels.
Integrate CRM into major campaigns, product launches, and promotional moments in partnership with marketing, merchandising, and ecommerce.
Align messaging across digital channels, stores, and the contact center to create a seamless customer experience.
Coordinate campaign execution to maximize total business impact.
Connect ecommerce and customer data with the contact center, activating CRM insights for outbound and inbound engagement.
Develop customer lists, triggers, and workflows that support contact center selling and service interactions.
Help evolve the contact center into an integrated revenue and customer relationship channel.
Recruit, develop, and retain CRM talent across strategy, operations, and execution.
Set team goals and accountability, build a results-driven culture, and strengthen capabilities in data, segmentation, personalization, and marketing technology.
Implement AI-driven lifecycle automation and identify opportunities for AI in segmentation, content generation, send-time optimization, and predictive targeting.
Partner with data and engineering teams to embed AI capabilities into CRM workflows and evaluate emerging technologies.
Own the CRM technology stack, including ESP, SMS platforms, push infrastructure, and CDP integrations.
Identify and implement tools that improve scale, efficiency, and personalization.
Partner with engineering and data teams to improve data quality, latency, and activation capabilities.
Ensure operational excellence in campaign execution, deliverability, and compliance.

Benefits

Gig leave for employee musicians to take time off to share their music and return after a tour.
Medical insurance.
Dental insurance.
Vision insurance.
401(k) with company match.
Mental health support.
Paid sick time.
Paid holiday time.
Paid vacation time.
Employee discount program.
Tuition reimbursement options.
Eligibility to participate in the Guitar Center Company bonus program based on company performance.