James & James · 1 day ago
CRM Omni-Channel Customer Engagement Manager
United States
Full-time
Remote
Senior LevelJames and James is seeking a Senior-level CRM and Omni-Channel Customer Engagement Manager to own and optimize our direct-to-consumer e-commerce lifecycle across all customer touchpoints. This role is responsible for orchestrating email, SMS, paid media, and social engagement through a centralized CRM strategy with the primary goal of driving revenue, conversion, and lifetime value over time.
E-CommerceFurnitureHome Decor
Responsibilities
Own the end-to-end omni-channel customer lifecycle, from lead capture through conversion, post-purchase engagement, and long-term retention
Design and execute CRM-orchestrated engagement strategies across email, SMS, paid media, and social channels
Build and manage advanced segmentation, automation, and audience logic to support high-consideration purchasing behavior
Coordinate timing, messaging, and targeting across channels to increase conversion rates, average order value, repeat purchase, and lifetime value
Serve as the primary CRM owner and subject matter expert, ensuring HubSpot (preferred) and Salesforce are configured to support omni-channel execution and attribution
Partner closely with Marketing, Design, and Sales teams to align creative, messaging, and campaign sequencing
Ensure clean data, accurate attribution, and consistent audience definitions across CRM, ad platforms, and engagement tools
Operate effectively in a remote, cross-functional environment, managing priorities independently and proactively
Define, track, and report on core lifecycle and revenue KPIs, translating performance data into clear insights for senior leadership
Communicate campaign goals, progress, performance trends, and optimization opportunities to senior stakeholders
Qualification
Required
Bachelor's degree in marketing, or a related field preferred
Expert-level experience with CRM platforms, including Salesforce and HubSpot (recent, hands-on HubSpot expertise strongly preferred)
Senior-level experience managing omni-channel DTC engagement programs tied directly to revenue outcomes
Proven ability to coordinate email, SMS, paid media, and social through CRM-driven strategy and segmentation
Demonstrated success optimizing conversion, retention, and lifetime value in e-commerce environments
Strong understanding of customer journeys, attribution, and cross-channel analytics
Self-starter with experience owning strategy through execution
Excellent communicator with experience presenting performance metrics and insights to senior leadership
Preferred
Experience with high-ticket or high-consideration consumer products (e.g., premium furniture, luxury retail, custom goods) is a strong plus
Benefits
Comprehensive benefits package
Opportunities for professional growth and development
Open Paid Time Off
Company
James & James
At James & James Furniture, we create real wood furniture, hand-built in the USA with a focus on quality and craftsmanship.
Founded in 2011
51-200 employees
Funding
Current Stage
Growth StageRecent News
2025-05-29
Company data provided by crunchbase