Manager, CRM

PGA Tour Superstore•Roswell, GA

12d•Onsite

About The Position

At PGA TOUR Superstore, we’re always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we’re dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis. We are the biggest and still the fastest growing golf retailer in the world, committed to staying the best and delivering exceptional customer experiences. Our continued success is driven by our innovative use of technology and data-driven strategies. As we continue to expand, we are seeking a talented and motivated Manager of CRM to join our team and grow our customer base and increase customer lifetime value through our customer relationship management (CRM), email, and personalization programs. As the Manager of CRM, you will play a key role in executing our CRM and personalization strategy to drive customer engagement, loyalty, and revenue growth. Reporting to the Director of CRM, you will own the growth and health of our email and customer database and lead the programs that acquire new customers, grow spend through personalized upsell and cross-sell, and win back lapsed customers. This role blends commercial ownership of CRM results with campaign strategy and cross-functional leadership.

Requirements

Bachelor's degree in marketing, business administration, or a related field.
5+ years of experience in CRM, email, or lifecycle marketing, with demonstrated success building and growing healthy email lists; retail or e-commerce experience strongly preferred.
Proven track record managing customer acquisition, personalized upsell and cross-sell, and lapsed-customer reactivation programs that deliver measurable revenue growth.
Familiarity with enterprise CRM and marketing automation platforms (Salesforce Marketing Cloud preferred), with the ability to partner effectively with technical teams.
Strong commercial acumen and understanding of customer lifecycle economics, including acquisition cost, retention, and customer lifetime value.
Proficiency in data analysis and segmentation, with the ability to turn insights into actionable recommendations.
Experience mentoring or supervising team members preferred, with the ability to prioritize and coordinate work across multiple projects.
Strong communication and collaboration skills, with the ability to work effectively across functions and levels of the organization.
Detail-oriented, with a commitment to data accuracy, privacy, and compliance.
Self-motivated and results-driven, with the ability to thrive in a dynamic and evolving environment.

Responsibilities

Help shape and execute the CRM and personalization roadmap in partnership with CRM leadership, translating strategic priorities into campaigns, journeys, and programs that drive engagement, retention, and revenue.
Build and grow a healthy, engaged email and SMS subscriber list, owning list acquisition strategy, opt-in growth, deliverability, and list hygiene to maximize reach and revenue.
Own customer acquisition programs that convert new subscribers and first-time buyers into repeat customers, including welcome and onboarding journeys across email, SMS, and other channels.
May directly supervise CRM specialists and coordinators depending on team structure; in all cases, provide guidance, coaching, and support to team members and help develop their skills.
Design and manage personalized upsell and cross-sell programs, partnering with Data Science on segmentation and product recommendations to increase average order value, purchase frequency, and customer lifetime value.
Lead reactivation and win-back campaigns for lapsed customers, using purchase recency and behavior to re-engage at-risk and inactive customers and recover revenue.
Champion a customer-first approach in every CRM touchpoint and digital experience.
Use data analytics and segmentation to identify customer trends, preferences, and personalization opportunities, and recommend program improvements.
Maintain data quality and hygiene within CRM systems, following best practices for data integrity, privacy, and compliance with regulations such as CAN-SPAM, TCPA, and applicable state privacy laws.
Build a test-and-learn culture, using A/B and multivariate testing to optimize offers, messaging, and timing while ensuring accurate, on-time campaign execution.
Own CRM results against key business metrics, including list growth, new customer acquisition, retention, reactivation, and incremental revenue, delivering regular reporting and actionable insights to leadership and stakeholders.
Work closely with the Analytics team to measure program impact and refine targeting.
Partner with BT and MarTech teams to ensure CRM platforms, such as Salesforce Marketing Cloud, support business goals, bringing the customer and business perspective to tool evaluation and prioritization.
Stay current on CRM, retail marketing, and personalization trends and bring forward new ideas to improve customer experiences and team efficiency.