Senior Manager, CRM Marketing

Ross Stores, Inc•Dublin, CA

58d•$121,000 - $198,700•Hybrid

About The Position

The Senior Manager, Marketing (CRM) will lead the marketing portions of the development, execution, and optimization of Ross's CRM platform, in addition to strategy & customer data platforms. This role is responsible for delivering data-driven CRM strategies, insights, and opportunities in partnership with other Marketing and cross-functional teams (IT, Stores, Merchandising) that drive measurable improvements in customer retention, lifetime value, and engagement. In addition, a key focus of this role is managing the strategic relationship with CRM vendor and other data partners in conjunction with IT partners to ensure seamless execution, data integrity, and continuous innovation across Ross's customer engagement ecosystem.

Requirements

7+ years of experience in CRM, customer analytics, or lifecycle marketing roles
Bachelor's degree in Marketing, Statistics, Business, or related field; advanced degree preferred
Proven success in managing CRM platforms and vendor relationships, especially with Epsilon, Salesforce or similar data partners
Deep expertise in customer segmentation, predictive modeling, and campaign analytics
Strong proficiency in SQL, Tableau, or other BI tools
Experience with CDPs and ESPs
Ability to translate complex data into clear, actionable strategies and executive-level narratives
Strong cross-functional leadership and stakeholder management skills

Nice To Haves

Experience in retail or consumer brands with large-scale customer databases
Familiarity with marketing attribution models and incrementality testing
Comfort with Python or R for advanced analytics
Experience managing CRM integrations into various marketing platforms
Ability to build and socialize CRM performance frameworks across technical and non-technical teams

Responsibilities

Partner with teams to execute CRM strategy across lifecycle stages: acquisition, onboarding, retention, reactivation, and win-back
Oversee customer segmentation, journey mapping, and contact strategy development using behavioral and transactional data
Manage day-to-day and strategic relationships with CRM vendors ensuring SLAs, roadmap alignment, and platform optimization
Partner with CRM vendor, IT and marketing partners to ensure accurate data ingestion, audience creation, campaign execution, and reporting across channels
Develop and maintain CRM dashboards and reporting tools to monitor campaign performance, customer KPIs, and program ROMI
Collaborate with CRM Vendor and Data Science to build and operationalize predictive models (e.g., churn, LTV, reactivation propensity)
Drive CRM experimentation roadmap, designing A/B and multivariate tests across channels and customer cohorts
Work with IT to enhance platform integrations, automation workflows, and data governance
Ensure compliance with data privacy regulations and maintain high standards of data hygiene
Present strategic insights, forecasts, and performance readouts to senior leadership and cross-functional stakeholders