Senior Manager CRM Operations Quill

Staples • Lincolnshire, IL

36d • Hybrid

About The Position

The SR. Manager CRM Ops is a strategic, highly analytical and customer obsessed marketing leader. The SR. Manager leads with data and collaborates with teams to ensure Customer Relationship Management (CRM) campaigns are personalized, scalable and measurable. The SR. Manager will be responsible for powering both broad and highly targeted offer campaigns, enabling cross-functional matrix partners with precision audiences, and using data to drive lifecycle marketing impact. The ideal candidate is a CRM expert with deep experience in first-party data, segmentation and offer planning and management.

Requirements

• Demonstrated experience developing segmentation models and predictive audiences using customer and behavioral data.
• Familiarity with Customer Data Platforms (CDPs), CRM platforms, and customer journey orchestration tools., and customer journey orchestration tools.
• Strong visualization and storytelling skills using Tableau, Looker, or Power BI.
• Proven ability to balance data rigor with marketing creativity and customer empathy.
• Demonstrated experience leading, mentoring, and developing analysts, fostering a high-performance, insights-driven team culture.
• 8+ years of relevant experience in CRM, customer segmentation, and offer/promotional management

Nice To Haves

• Experience in Digital Marketing
• Exposure to MarTech platforms and marketing automation systems
• Understanding of data privacy frameworks (e.g., GDPR, CCPA)
• Experience with machine learning models and AI-driven targeting is a plus

Responsibilities

• Own the end-to-end CRM promotions calendar and lifecycle (Site,Email etc.) campaign roadmap, aligning with cross-functional marketing initiatives and commercial priorities.
• Leverage audience models and behavioral insights to proactively guide the design, sequencing, and targeting of lifecycle journeys and promotional offers.
• Measure and report on campaign key performance indicators (KPIs) and customer outcomes, with a focus on offer effectiveness, return on investment (ROI), engagement, and retention impact.
• Implement testing methodologies (A/B, multivariate) to optimize creative, audience segments, and contact strategies.
• Identify trends, gaps, and opportunities using tools like Tableau, Power BI, or Looker, and recommend refinements to drive performance.
• Deliver campaign retrospectives, performance insights, and actionable recommendations to evolve lifecycle strategies and future offers.
• Partner with creative teams to develop compelling, on-brand content that aligns with audience segments, personalization efforts, and campaign goals.
• Work closely with product marketing, Merch and business owners to identify campaign optimization opportunities that lift performance and customer engagement.
• Drive offer innovation using AI, personalization engines, and dynamic content frameworks.
• Build deep trusting relationships with colleagues, drive cross-team alignment, and represent CRM in support of top-down business needs and opportunities.
• Thrive in a fast-paced, cross-functional environment by demonstrating strong project management skills, execution awareness, and the ability to pivot as priorities evolve.
• Manage external vendor and partner relationships; ensure deliverables and project timelines.

Benefits

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees