Sr. Manager, Crm Operations (Remote)

The Senior Manager, CRM Operations is responsible for management of promotional execution across all channels including Stores, Digital and Traditional CRM (email, SMS, app, Direct Mail), .com, Media (Paid, Organic, Influencer) and Customer Service.

Reports To: Director, CRM

Essential Duties and Responsibilities:

• Acts as a valuable thought partner to cross-functional stakeholders and leaders to help shape and influence their business objectives, measures of success, and priorities.
• Leads audience segmentation and targeting efforts across all marketing campaigns, driving process improvement and strategic leadership
• Oversees team responsible for campaign creation, development and testing of project launches); including all offer project documentation and progress reporting. (may include off-hours and early morning responsibilities)
• Develop and drive process and technology advancements to ensure capability and scalability to support the CRM strategies
• Participates in training across all offer platforms to allow for informed guidance and management of the team
• Analyzes multiple sources of data to identify areas of optimization and define business value to ultimately drive action for improvement.
• Has ownership in the long-term vision for our offer and promotion library. Able to work with IT to cast that vision, update the digital roadmap, and make a business case for those future needs.
• Identifies tools and support needed to complete individual work assignments on time and with high quality.
• Directs strategic conversations around and ensures accuracy of customer segmentation and end to end promotional setups across Stores, DSW.com, App, and SMS, identifying areas to optimize business performance and drive executional efficiencies
• Creates, owns, and oversees the long-term vision of all CRM Operation efforts and efficiencies related to promotional activity and customer engagement
• Maintains relationships with project stakeholders on business and IT teams by communicating goals, inputs needed, outputs expected, and questions/feedback to ensure that all parties are informed and working to achieve business outcomes.
• Primary lead for issue resolution related to offer experiences, engaging appropriate resources for resolution, ensuring that issues are fully resolved, and with key stakeholders

Required Skills:

• Strong organizational skills and effective at working cross-functionally
• Attention-to-detail and ability to manage multiple projects & tasks simultaneously.
• Adapts to changing environments and able to perform critical tasks under high volume and fast pace.
• High degree of initiative, personal responsibility, and ownership
• Ability to coach and develop team members acting as a role model and advocate for team progression.
• Excellent written and verbal communication skills (including ability to provide basic training)
• Strong reasoning skills and an aptitude for problem solving
• Strong understanding of promotional, customer & CRM dynamics
• Excellent written and verbal communicator and display strong attention to detail
• Proven effective at project management and have strong organizational skills
• Highly proficient in Excel

Competencies:

Strategic Thinking – Creates and effectively communicates long term vision. Keeps team’s work aligned to strategy. Creates and adjusts plans. Understands big picture to constructively challenge the status quo. Generates new ideas. Encourages innovation. Manages change effectively. Knows internal strengths and weaknesses.

Leading & Motivating – Models and supports DBI values. Assesses, identifies, retains, and develops talent. Builds complementary teams. Motivates, supports, and challenges associates. Resolves conflict. Makes tough decisions. Provides timely feedback. Works with and through others to exceed expectations of customers (internal/external)

Managing for Results – Produces sustainable results consistently. Holds team accountable. Recognizes and resolves complex problems. Understands underlying issues and addresses root causes. Measures, analyzes quantitative information, and presents it effectively. Seeks input from others. Makes timely decisions.

Qualifications:

Experience:

• 3+ years of experience in managing people
• 5+ years in marketing process management or other relevant business areas. Comfortable measuring and analyzing business KPIs and SLAs.
• Solid understanding and experience in digital or marketing offer testing and implementation
• Experience within promotional tools (examples: ATG/BCC, NCR/AMS, loyalty promotion engines)
• 5+ years of experience in CRM platforms and offer execution.

Education:

• Bachelor's degree required in business, IT, marketing, statistics, or any other related discipline.

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