Director Customer Relationship Marketing (CRM)

Lowe's Home Centers•Mooresville, NC

2d•Onsite

About The Position

The Director of Customer Relationship Marketing (CRM) leads Lowe’s enterprise strategy, operating model, and governance for customer engagement, personalization, lifecycle growth, experimentation, and marketing automation. Reporting to the Senior Director of CRM & Personalization, this role partners across Marketing, Merchandising, Digital, Loyalty, Analytics, Technology, Product, and Lowe’s Media Network to turn customer insights into coordinated, personalized experiences across owned and addressable paid channels. The role is focused on stronger engagement, improved marketing effectiveness, and measurable business growth. The position is based at Lowe’s headquarters in Mooresville, North Carolina. The corporate office supports collaboration and offers amenities including walking areas, food and coffee, a workout facility, and check-up services.

Requirements

Bachelor’s degree in Marketing, Digital, E-Commerce, or a related area, or equivalent years of experience in lieu of the education requirement, if applicable.
10+ years of progressive experience in CRM, lifecycle marketing, personalization, customer growth, digital marketing, or a related field.
5+ years leading enterprise customer marketing, CRM, or growth strategies within a complex, matrixed organization.
Demonstrated experience developing customer engagement strategies across owned channels and addressable paid media.
Experience building customer segmentation, lifecycle, personalization, and journey orchestration strategies.
Ability to influence senior leaders and cross-functional partners, translate data into business decisions, and drive enterprise-wide change.

Nice To Haves

Experience in omnichannel retail, loyalty, retail media, or another customer-centric industry.
Experience leading experimentation, optimization, and marketing automation programs at scale.
Working knowledge of customer data platforms, decisioning tools, identity resolution, predictive analytics, and AI-enabled personalization.
Experience with platforms such as Adobe Experience Platform, Adobe Journey Optimizer, Salesforce Marketing Cloud, Braze, Adobe Target, or similar technologies.
Strong executive presence, strategic thinking, customer orientation, and demonstrated ability to develop teams and lead through change.

Responsibilities

Develop and lead enterprise customer growth strategy, operating model, and governance across engagement, lifecycle marketing, personalization, experimentation, automation, and owned and addressable paid media.
Define customer engagement strategies for DIY, Pro, Loyalty, New Homeowners, and other priority segments across the full customer lifecycle.
Establish coordinated contact and journey strategies across email, SMS, push, mobile app, web, direct mail, and targeted paid media.
Lead enterprise lifecycle marketing strategy to increase customer lifetime value, retention, repeat purchases, category expansion, project frequency, and share of wallet.
Define and advance the enterprise personalization roadmap, including next-best-action, decisioning, and AI-enabled experiences across owned and paid channels.
Partner with Analytics and Data Science to develop customer value models, lifecycle segmentation, predictive insights, and measurement frameworks.
Lead the enterprise experimentation roadmap, establish testing and measurement standards, prioritize high-value tests, and scale successful outcomes and learnings.
Develop marketing automation and journey orchestration capabilities that improve speed, efficiency, scalability, and customer relevance while maintaining governance standards.
Partner across Merchandising, Marketing, Digital, Loyalty, Media, Lowe’s Media Network, Product, Technology, Finance, and Stores to align customer strategies with enterprise priorities.
Translate long-term customer growth priorities into annual operating plans, capability roadmaps, investment recommendations, and resource requirements.
Establish performance goals, executive reporting, and portfolio-level measurement across customer engagement, lifetime value, retention, personalization, experimentation, automation, incrementality, and marketing efficiency.
Build and lead a high-performing team by setting priorities, developing talent and critical capabilities, fostering accountability and collaboration, and encouraging continuous learning and strong business results.