Manager of CRM

Public Storage-posted 4 months ago

Full-time • Mid Level

Plano, TX

5,001-10,000 employees

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The Manager of CRM is responsible for the strategic leadership, execution, and optimization of CRM marketing initiatives to drive customer engagement, retention, and lifetime value across Public Storage’s digital and offline channels. This individual will lead a team to design omni-channel CRM strategies, own the technology roadmap, partner closely with data, digital marketing and product teams, and be accountable for results-driven campaign management at scale.

Own and evolve our comprehensive CRM lifecycle strategy, ensuring alignment with business objectives and customer needs.
Drive growth, retention and loyalty initiatives, including customer segmentation, journeys, and personalized communications.
Lead and mentor a high-performing team of CRM professionals.
Oversee execution of multi-channel campaigns (email, SMS, push, direct mail, call center, etc.) with A/B testing and analytics to drive continual improvement.
Leverage customer insights and analytics to optimize targeting, content, and frequency across channels.
Manage CRM platform(s), integrations, and data infrastructure in collaboration with IT and external vendors.
Ensure adherence to data privacy regulations and best practices.
Develop roadmap for CRM technology stack enhancements, evaluating and recommending new tools as necessary.
Troubleshoot and resolve front-end issues within CRM environment, ensuring seamless functionality and user satisfaction, by understanding the underlying code.
Create and implement dynamic content and personalization features by directly manipulating HTML and CSS.
Write and optimize SQL queries to extract, manipulate, and report on CRM data for insights and decision-making.
Assist in CRM system upgrades and migrations by validating front-end components and ensuring data continuity through SQL checks.
Partner with Product, Digital Marketing, Operations, Customer Care and Analytics teams to align CRM with broader customer experience and business initiatives.
Develop dashboards and present progress, results, and recommendations to senior leadership.

Bachelor’s degree in Marketing, Business, Analytics, or related field; Master’s/MBA a plus.
5+ years’ experience in CRM strategy & execution, preferably in a consumer services or retail environment.
Proven ability to lead teams, manage large-scale CRM campaigns, and deliver measurable results (increased retention, CLV, NPS, etc.).
Hands-on expertise with leading CRM/email service platforms (Salesforce, Braze, Iterable, etc.).
Hands-on expertise with HTML, CSS, and SQL required, Python and JavaScript strongly preferred.
Strong analytical skills, including customer segmentation, campaign performance analysis, and A/B/multivariate testing.
Excellent project management skills and ability to work cross-functionally.
Deep understanding of data privacy and compliance (CAN-SPAM, TCPA, CCPA, etc.).
Exceptional communication, presentation, and stakeholder management skills.

Experience with data-driven personalization and integration with martech stacks (CDP, DMP, etc.).
Familiarity with public-facing storage, rental services, or e-commerce industries.
Knowledge of loyalty program design and implementation.

Competitive compensation and performance bonuses
Comprehensive benefits: health, dental, vision, 401k match, paid time off
Team-driven and inclusive culture, with opportunities for professional growth
The chance to make a major impact in a growing, innovative company

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