Manager - CRM Lead

TDS Telecom

About The Position

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? As the Manager – CRM Lead, you will step into the role of the organization’s strategic CRM champion. You will shape the enterprise CRM vision, define the customer lifecycle strategy, and build the long-term roadmap that guides how we engage, retain, and grow relationships with our customers. You’ll take ownership of developing and elevating the CRM function, ensuring our platforms, data ecosystem, and strategic initiatives work together to deliver a cohesive, insight-driven customer experience. In this role, you will be accountable for the full customer lifecycle—from acquisition and onboarding through engagement, retention, and win-back. You’ll ensure that CRM programs are measurable, compliant, and continuously optimized to deliver value for both customers and the organization. Your success will be seen in the evolution of the CRM function, strengthened customer retention and engagement, improved lifecycle conversion performance, and consistent achievement of CRM program milestones.

Requirements

Bachelor’s degree (or higher) -OR- 4+ years’ professional work experience.
5+ years’ experience in CRM, lifecycle or email marketing.
2+ year’ supervisory experience.

Nice To Haves

Bachelor’s degree in marketing, Business, Communications or a related field, plus 2 years in a role building or scaling a CRM function (preferred).
Experience within the telecommunications or a subscription-based/service model.
Demonstrated success in building and leading CRM teams and functions.
Hands-on expertise with Salesforce Marketing Cloud, HubSpot, Braze, Iterable, or similar CRM platforms integrated with Salesforce.
Strong understanding of customer journey design, segmentation, automation, and analytics.
Proven ability to translate data insights into actionable marketing strategies.
Familiarity with telecom KPIs such as churn, ARPU, and subscriber lifecycle.
Understanding of data privacy regulations (CCPA, GDPR) and CRM compliance requirements.
Preferred: Experience with Salesforce Data Cloud or Customer 360, plus basic knowledge of SQL, HTML, or AMPscript.
Excellent collaboration, communication, and project management skills.

Responsibilities

CRM Strategy, Function Build-out & Leadership
Define and lead the overall CRM and lifecycle communication strategy, setting the vision for how the organization engages customers across every stage of their journey.
Architect and build the CRM function, including process design, technology selection, and team structure.
Own the data and automation strategy within Salesforce and related systems, ensuring customer information is structured, integrated, and activated to support marketing and communication goals.
Provide strategic direction, mentorship and leadership to the CRM team and cross-functional partners.
Evaluate and implement new technologies or processes that advance CRM maturity, marketing automation, and customer insight capabilities.
Data-Driven Insights & Optimization
Establish frameworks for analyzing customer data to identify behavioral trends, opportunities, and insights that inform marketing segmentation and communication strategies.
Partner with internal teams to define lifecycle stages, map customer journeys, and optimize cross-channel touchpoints.
Set and monitor KPI’s such as customer lifetime value, engagement rate, conversion rate and churn.
Oversee data quality initiatives and collaborate with data services to ensure accuracy and integrity.
Campaign & Journey Management
Oversee the design, deployment and management of targeted multi-channel campaigns across email, SMS, app and web channels.
Lead the development of automated workflows and dynamic segmentation models that personalize communications at scale.
Establish best practices for campaign performance monitoring, A/B testing, and continuous improvement.
Cross-Functional Collaboration & Systems Integrations
Serve as the primary CRM advocate, collaborating with executive leadership and cross-functional teams (e.g., billing, customer service, web analytics, and digital platforms) to drive adoption and alignment.
Lead change management efforts to ensure successful CRM adoption including training, communication and stakeholder engagement.
Collaborate with creative and product teams to align messaging and brand voice across all lifecycle stages.
Vendor Management
Partner with internal teams to ensure data privacy standards (i.e. GDPR, CAN-SPAM, CCPA) are met.
Maintain data governance protocols and ensure proper consent and preference management practices.
Oversee CRM budget and vendor relationships, ensuring cost-effective solutions and high ROI.