Sr. Manager, CRM

Crocs, Inc. • Westwood, MA

62d • $130,000 - $140,000

About The Position

As the HEYDUDE Sr. Manager of CRM, you'll manage the development and execution of a robust CRM strategy tailored to our customer base. Your role involves crafting and implementing segmentation strategies within our CRM platform to target customers based on their purchasing behavior while also driving list growth and acquisition strategies that expand our reach and strengthen retention efforts. You'll collaborate closely with cross-functional teams, including marketing, analytics, and product, to define customer segments, messaging strategies, and activation tactics that align with our business objectives. Using CRM tools and technologies, you'll orchestrate personalized customer experiences through various channels such as targeted email campaigns, SMS, print, and customer referral program.

Requirements

• Bachelor's degree or equivalent experience in marketing, business, information technology, or a related field; advanced degree preferred.
• Demonstrated ability (8+ years) in CRM, product management or related fields.
• Confirmed experience in CRM management, digital marketing, or product management, preferably within the retail or ecommerce industry.
• Strong understanding of CRM principles, segmentation strategies, and customer lifecycle management.
• Proficiency in CRM platforms such as Salesforce Marketing Cloud, Klaviyo, Attentive.
• Experience with data analysis tools and techniques for interpreting customer behavior and campaign performance.
• Excellent project management skills with the ability to prioritize tasks, handle timelines, and coordinate cross-functional teams.
• Strong communication and collaboration skills, with the ability to effectively convey complex ideas and build consensus among collaborators.
• Solution focused approach with a focus on delivering measurable business impact and driving continuous improvement.

Responsibilities

• Develop and implement a segmentation strategy within our CRM platform to target customers based on recency and frequency of purchases.
• Lead list growth strategy and execution, including acquisition campaigns, onsite capture, partnerships, and conversion optimization of new subscribers.
• Collaborate with marketing, GTM, and product teams to define customer segments, effective messages, and activation tactics aligned with business objectives.
• Support omnichannel initiatives by aligning CRM strategies across digital channels and Retail, ensuring a seamless and consistent customer experience.
• Use CRM tools and technologies to create personalized customer experiences across channels, including targeted email and SMS campaigns.
• Drive a testing methodology and strategic direction in partnership with Analytics for CRM initiatives.
• Work closely with data analytics teams to measure and analyze the impact of CRM initiatives on customer behavior, retention, and lifetime value.
• Work closely with Product Management team to help develop roadmap and prioritization planning.
• Find opportunities for process improvements and automation within the CRM ecosystem to streamline workflows and enhance scalability.
• Stay abreast of industry trends, standard processes, and emerging technologies in CRM and digital marketing to inform strategic decision-making.
• Drive market adoption and utilization across all platforms.
• Report on CRM executions and find strategy revisions based on performance.

Benefits

• Medical, dental, and vision coverage
• Life and AD&D insurance
• Short and long-term disability coverage
• Paid time off
• Employee assistance program
• Participation in a 401k program that includes company match
• Company incentive program
• Flexible work schedule

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees