Manager Customer Relationship Marketing

Williams-Sonoma•San Francisco, CA

17h•$100,000 - $120,000•Onsite

About The Position

You will be part of the Customer Relationship Marketing (CRM) team, which sits within the larger Williams-Sonoma, Inc. Marketing Org, and is responsible for managing and optimizing the advertising investment across our paid marketing channels including print, email and digital. Our job is also to ensure we are innovating and executing campaigns across channels that drive efficient demand, new customer acquisition and increased mind and wallet share with our existing customers. You will ensure our marketing investments are delivering against core KPI’s and are aligned with the brand’s key initiatives and growth strategies. As Manager, CRM for Mark & Graham, you will focus on driving brand sales and optimizing the marketing investment across our print, digital and email channels. You will develop plans in support of key brand initiatives that will drive profitable growth as well as identify programs to acquire new, retain existing, and reactivate customers. Key responsibilities include testing and optimization of campaign performance, scaling successful campaigns, marketing budget management and reporting on KPI’s. You will be the main point of contact for the Mark & Graham brand, including leadership, to ensure marketing strategies align with brand priorities. You will also be responsible for managing a team of direct reports including performance reviews, project management, training and development.

Requirements

5 or more years experience in online marketing, print marketing, retail marketing, or digital media planning
Bachelors degree in Marketing, Business or related field or equivalent work experience
Proven track record in managing and optimizing a budget to ROI goals
Analytical, proactive, problem-solver with insatiable curiosity
Strategic and analytical thinker; ability to evaluate alternatives and develop effective solutions
Able to see trends and to extract actionable insights from data to drive results
Strong organization and interpersonal skills; must have excellent communication & presentation skills
Ability to build effective relationships within team & with cross functional partners & vendors
Ability to lead and develop a successful team
Ability to prioritize and work on multiple projects in a deadline driven environment; able to deal with ambiguity in a fast-paced business
Strong written and oral communication skills
Strong Excel spreadsheet proficiency

Nice To Haves

This role requires being onsite in the San Francisco, CA office Monday through Thursday

Responsibilities

Manage, optimize and report on KPI’s (e.g. sales, customer growth) on relevant paid marketing programs
Own the online, print and email marketing budgets, make recommendations for reallocation and/or investment based on individual program performance and brand goals.
Develop a deep understanding of the brand's identity including product, editorial and marketing initiatives in order to develop marketing strategies that meet both financial and brand-building goals
Own monthly investment review deck including preparation, recommendations, collaboration with cross-functional partners and presentation to brand/ Executive leadership
Collaborate with digital experts/ hands to keyboard teams on overall investment and program strategy with a focus on testing, innovation and personalization
Partner with CRM leadership to develop annual and 3YR business goals and investment strategies
Measure and analyze the effectiveness of existing and new digital programs
Be curious about and attuned to the competitive landscape to ensure best-in-class campaign strategy
Present analysis and recommendations to senior management, for example, weekly sales results and campaign strategy or monthly deep-dives
Collaborate with key brand stakeholders to manage creative development process for all digital and print assets, for both new programs and refreshes of existing ones
Develop and execute profitable catalog and print circulation strategies
Partner with Customer Analytics to measure the incrementality of all marketing programs, continually improving the efficiency of our investment
Leverage available analytic tools to gather data and make marketing strategy and investment decisions including but not limited to: Tableau, DOMO, MMM, MTA
Develop recommendations for email circulation and segmentation strategies to leverage in core campaigns; enhance and improve the customer experience in all emails including triggers by managing frequency and touches
Help CRM leadership to develop customer growth plans including new customer acquisition, lapsed customer reactivation and existing customer retention
Use data to identify, target and deliver relevant messaging to key strategic customer segments
Implement rolling 12-month test plan to continually fuel a pipeline of new tactics across all paid marketing channels
React to business trends in the fast-paced retail environment and make necessary adjustments
Collaborate across brands to help accelerate best practices and winning marketing strategies
Own relationships with key vendors
Leverage AI to drive work and program efficiencies
Manage, develop, and evaluate a team of two analysts

Benefits

A generous discount on all WSI brands
A 401(k) plan and other investment opportunities
Paid vacations, holidays, and time off to volunteer
Health benefits, dental and vision insurance, including same-sex domestic partner benefits
Tax-free commuter benefits
A wellness program that supports your physical, financial and emotional health
In-person and online learning opportunities through WSI University
Cross-brand and cross-function career opportunities
Resources for self-development
Advisor (Mentor) program
Career development workshops, learning programs, and speaker series