Director, CRM

Overstock.com

21h

About The Position

We Go Beyond: At Bed Bath & Beyond, we believe that everyone should “Be You!”. Bed Bath & Beyond is a community that upholds a culture of understanding, acceptance, and respect. We believe a person’s individuality, traits, beliefs, and characteristics should be valued and embraced. Living by this ethos is essential to the success of our business. Our goal is to foster a more inclusive environment where every employee visibly demonstrates inclusive behaviors and respect for individuals. ESSENTIAL JOB DUTIES Lead CRM initiatives across brands, supporting strategies that drive repeat purchase behavior, active customer growth, revenue, loyalty, and increased lifetime value. Optimize Beyond’s customer database to enable measurable retention and reactivation outcomes. Manage lifecycle marketing automation and cross-channel campaign execution. Partner on the evolution of CDP/CRM infrastructure, influencing how, when, and what we communicate to customers. Build, mentor, and manage a high-performing, cross-functional CRM/Lifecycle team that is data‑driven and collaborative. Partner closely with the Customer Service team to leverage insights that improve both customer and agent experience. Combine customer data, analytics, insights, and research to identify opportunities for CRM program development. Support the development of a testing roadmap aligned to CRM strategy and company priorities. Collaborate with cross-channel partners to plan, forecast, and execute CRM programs across email, SMS, push, direct mail, and additional lifecycle channels. Recommend segmentation, targeting, lifecycle, and personalization tactics that enhance response, conversion, and marketing ROI. Drive personalization across email and site through audiences, journeys, and lifecycle stages. Bring the voice of the customer into key marketing and product development moments. Oversee email, SMS, push, and direct mail execution; influence loyalty, app, site, and performance marketing strategies tied to retention. Support martech and data governance initiatives in partnership with IT to continuously improve CRM capabilities. Establish and maintain best practices for database optimization and lifecycle orchestration. Measure, analyze, and report on CRM campaign and channel performance. Partner with insights and analytics teams to identify friction points, champion customer needs, and support CRM strategies that drive retention. Follow legal guidelines and serve as a key partner in ensuring privacy and data governance compliance. Perform other duties as required.

Requirements

• 7–10+ years of experience in CRM/Lifecycle marketing, with measurable impact on business outcomes; experience managing and developing a team.
• Proven ability to collaborate cross‑functionally and contribute to long‑term CRM strategy.
• Strong understanding of relational databases, ETL processes, and using diverse data structures to power customer communications; working knowledge of SQL preferred.
• Demonstrated success driving retention through lifecycle and CRM programs.
• Strong business acumen, customer empathy, and passion for customer journey mapping.
• Ability to translate complex concepts into clear communication for various audiences.
• Effective collaborator across matrixed teams.
• Strong financial, analytical, and problem‑solving skills; proficiency with Excel and MS Office.
• Positive, proactive leadership style with an interest in developing team members.
• Entrepreneurial mindset with the ability to adapt quickly in a fast‑paced retail environment.
• Understanding of holistic customer experience across all marketing channels.
• Passion for current and emerging marketing practices.
• Bachelor’s degree in marketing or related field required.
• Must be able to sit and/or stand for long periods of time.

Nice To Haves

• MBA or master’s degree is a plus.

Responsibilities

• Lead CRM initiatives across brands, supporting strategies that drive repeat purchase behavior, active customer growth, revenue, loyalty, and increased lifetime value.
• Optimize Beyond’s customer database to enable measurable retention and reactivation outcomes.
• Manage lifecycle marketing automation and cross-channel campaign execution.
• Partner on the evolution of CDP/CRM infrastructure, influencing how, when, and what we communicate to customers.
• Build, mentor, and manage a high-performing, cross-functional CRM/Lifecycle team that is data‑driven and collaborative.
• Partner closely with the Customer Service team to leverage insights that improve both customer and agent experience.
• Combine customer data, analytics, insights, and research to identify opportunities for CRM program development.
• Support the development of a testing roadmap aligned to CRM strategy and company priorities.
• Collaborate with cross-channel partners to plan, forecast, and execute CRM programs across email, SMS, push, direct mail, and additional lifecycle channels.
• Recommend segmentation, targeting, lifecycle, and personalization tactics that enhance response, conversion, and marketing ROI.
• Drive personalization across email and site through audiences, journeys, and lifecycle stages.
• Bring the voice of the customer into key marketing and product development moments.
• Oversee email, SMS, push, and direct mail execution; influence loyalty, app, site, and performance marketing strategies tied to retention.
• Support martech and data governance initiatives in partnership with IT to continuously improve CRM capabilities.
• Establish and maintain best practices for database optimization and lifecycle orchestration.
• Measure, analyze, and report on CRM campaign and channel performance.
• Partner with insights and analytics teams to identify friction points, champion customer needs, and support CRM strategies that drive retention.
• Follow legal guidelines and serve as a key partner in ensuring privacy and data governance compliance.
• Perform other duties as required.

Benefits

• 401k (6% match)
• Flexible Schedules
• Tuition Reimbursement
• Leadership Development Program
• Mentorship Program
• Employee Resource Groups (LatinX, Black Employee Network, LGBTQIA+, Women’s Network, Women In Tech)

What This Job Offers

• Job Type: Full-time
• Career Level: Director