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Crate and Barrel · 23 hours ago

Director, CRM Programs and Operations

Northbrook, IL

Full-time

Onsite

Director/Executive

12+ years exp

Crate and Barrel is seeking a Director of CRM Programs who will define and champion the CRM strategy and vision for all their brands. This seasoned leader will inspire teams, drive business growth through strategic innovation, and collaborate with executive stakeholders to develop lifelong relationships with customers.

Retail

H1B Sponsor Likely

Responsibilities

Define and champion the overall customer strategy, lifecycle strategies, and CRM vision for assigned business domains, ensuring alignment with overall business objectives and market opportunities

Lead, mentor, and manage a team of CRM Program team members and managers, fostering a high-performance culture and developing talent

Drive strategic planning and collaboration with cross-functional partners, including Product Management, Engineering, Analytics, and Marketing, to ensure a cohesive customer experience

Oversee the end-to-end delivery of major CRM initiatives, ensuring effective execution from ideation through launch and iteration

Establish clear and measurable Key Performance Indicators (KPIs) that track the success of CRM efforts within the domain and inform strategic decisions, focusing on outcomes like customer lifetime value and retention

Lead executive-level meetings and conversations, effectively communicating CRM strategy, progress, and insights

Work autonomously to define and prioritize program journeys and initiatives across the domain

Champion a data-driven and customer-centric approach to CRM, ensuring all efforts meet customer needs and achieve business goals by leveraging quantitative data analysis to find insights

Identify and evaluate strategic partnerships and manage key vendor relationships

Qualification

CRM strategy expertiseData analysis capabilitiesPeople leadership skillsMarketing technology knowledgeBudget managementCustomer relationship modelStrategic thinkingProblem-solvingCollaboration skillsCommunication skills

Required

Expertise in CRM best practices, strategic frameworks, and portfolio management

Proven ability to define and execute successful CRM strategies that drive business growth and customer value in a complex domain

Strong people leadership skills with experience building, mentoring, and managing high-performing teams

Exceptional strategic thinking, problem-solving, and data analysis capabilities for data-driven decision-making

Exceptional communication and collaboration skills, including the ability to articulate a clear vision and influence senior executives and diverse stakeholders to achieve buy-in

Deep understanding of how marketing technology aligns with and enables CRM strategy

Strong business acumen and a deep understanding of the customer relationship model

Proven experience with budget management, resource planning, and strategic hiring

The ability to define and drive the personalization strategy for a business domain

Preferred

12+ years of progressive experience in CRM Strategy, Marketing Strategy, Customer Experience, or Consumer Insights

5+ years of experience in a management role, with a proven track record of leading and developing teams and/or other managers

Master's degree (or equivalent practical experience)

Proven track record of successfully leading and delivering large-scale, complex CRM initiatives

Company

Crate and Barrel

Glassdoor3.3

At Crate & Barrel, we help people build a home with purpose.

Founded in 1962

Northbrook, IL, US

5001-10000 employees

http://www.crateandbarrel.com

H1B Sponsorship

Crate and Barrel has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (8)

2024 (5)

2023 (4)

2022 (10)

2021 (5)

2020 (5)