Director Of Customer Relationship Management (Crm)

Opportunities to•Hilliard, OH

9d•Onsite

About The Position

The Director of Customer Relationship Management leads the CRM and customer data strategy for a store-led, omnichannel retail organization, with responsibility for driving customer acquisition, retention, and lifetime value. This role manages the customer lifecycle end to end using customer data, CRM platforms, and personalization to connect digital touchpoints (website, email, SMS) with in-store and online behavior , ensuring a seamless and consistent customer experience. Reporting to the Chief Marketing Officer, the Director partners closely with Stores, Merchandising, Marketing, Digital, E-commerce, IT, and Analytics to align customer engagement strategies with both store performance and digital growth.

Requirements

Bachelor’s degree in Marketing, Business, Information Systems, or a related field (MBA or an advanced degree a plus)
Experience in brick-and-mortar, omnichannel, or specialty retail
8–12+ years of experience in CRM, lifecycle marketing, or customer experience in an omnichannel or retail environment
3–5+ years of people management experience
Hands-on experience with CRM, marketing automation, POS, membership programs, and customer data platforms (Bloomreach strongly preferred)
Experience managing large-scale customer databases
Experience managing customer data quality, de-duplication, and data hygiene
Strong analytical skills with the ability to connect customer insights to store, digital, and omnichannel performance
Omnichannel, customer-first mindset
Strong understanding of customer data, attribution, and segmentation
Experience with personalization, geo-targeting, and lifecycle marketing
Data-driven decision making
Cross-functional leadership and collaboration
On-site, 5 days per week
Occasional travel may be required

Responsibilities

Omnichannel CRM Strategy Define and execute a CRM strategy that drives store traffic, store and BOPIS conversion, and integrated omnichannel experiences
Manage the customer lifecycle across acquisition, onboarding, engagement, retention, loyalty, and reactivation
Align CRM programs with store promotions, merchandising strategies, digital campaigns, and seasonal retail initiatives
Ensure the website and digital experiences support in-store, online, and omnichannel fulfillment options , including BOPIS
Customer Data Integrity, Segmentation & Insights Maintain the integrity of customer data across all retail and digital systems, ensuring accuracy, consistency, and reliability
Manage customer de-duplication processes , identity resolution, and master customer records
Establish and maintain strong data hygiene standards , including governance, validation, and ongoing quality monitoring
Develop customer segments based on purchase behavior, channel engagement, geography, preferred store, and category affinity
Partner with analytics teams to measure customer behavior and performance across in-store, digital, and omnichannel journeys
Ensure compliance with privacy and data regulations (e.g., GDPR, CCPA)
Technology & Platform Management Manage CRM, marketing automation, loyalty, and customer data platforms (CDPs)
Partner with IT, Digital, and E-commerce teams to integrate POS, e-commerce platforms, membership systems, and CRM
Lead optimization of CRM and personalization technologies, including Bloomreach , to support omnichannel personalization and product discovery
Lifecycle Marketing, Personalization & Geo-Targeting Develop CRM-driven campaigns across email, SMS, push notifications, membership communications, and other owned channels
Deliver personalized messaging and offers informed by channel behavior, purchase history, and location signals
Use geo-targeting and store-preference data to drive store visits and online order reservations
Leverage website behavior to guide customers toward stores, online reservations, or omnichannel fulfillment paths
Establish test-and-learn frameworks to optimize personalization, cadence, and omnichannel conversion
Membership & Retention Lead or closely partner on retail membership program strategy and execution
Develop initiatives that increase repeat purchases, visit frequency, and long-term customer value across channels
Use CRM insights to re-engage lapsed customers and strengthen cross-channel loyalty
Team Leadership & Cross-Functional Collaboration Build, lead, and manage a high-performing CRM and lifecycle marketing team
Serve as the CRM and customer data subject-matter expert across the organization
Collaborate closely with Stores, Merchandising, Marketing, Digital, E-commerce, IT, Analytics, and Customer Support
Performance, Reporting & Optimization Define and track CRM and omnichannel KPIs including: Customer acquisition, retention, and lifetime value (CLV)
Engagement and conversion across channels
BOPIS adoption and conversion rates
Online-to-store attribution and influenced store sales
Store visit frequency and omnichannel revenue contribution
Monitor customer data quality and continuously improve accuracy and usability
Deliver performance reporting and strategic insights to the CMO and executive leadership
Continuously refine CRM programs to improve omnichannel performance and customer experience

Benefits

Medical, Dental & Vision Coverage for regular fullâtime associates
Competitive Employee Discount , including our Friends & Family Discount Program
Tuition Reimbursement and Education Savings Opportunities to support continuous learning
Paid Time Off for regular associates to rest, recharge, and take care of what matters most
401(k) Retirement Plan with Company Match to help you plan for the future
IndustryâLeading Vendor and Company Training to build your skills and product expertise
Clear Career Growth and Advancement Opportunities across the organization

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