TDS Telecommunications LLC · 13 hours ago
Manager - CRM Lead
United States
Full-time
Onsite
Mid, Senior Level
$100K/yr - $162K/yr
5+ years expTDS Telecommunications LLC is dedicated to connecting people through cutting-edge fiber internet technology. The Manager – CRM Lead will shape the enterprise CRM vision, define customer lifecycle strategy, and build a roadmap for engaging and retaining customers while ensuring the CRM function is effective and data-driven.
Telecommunications
Responsibilities
Define and lead the overall CRM and lifecycle communication strategy, setting the vision for how the organization engages customers across every stage of their journey
Architect and build the CRM function, including process design, technology selection, and team structure
Own the data and automation strategy within Salesforce and related systems, ensuring customer information is structured, integrated, and activated to support marketing and communication goals
Provide strategic direction, mentorship and leadership to the CRM team and cross-functional partners
Evaluate and implement new technologies or processes that advance CRM maturity, marketing automation, and customer insight capabilities
Establish frameworks for analyzing customer data to identify behavioral trends, opportunities, and insights that inform marketing segmentation and communication strategies
Partner with internal teams to define lifecycle stages, map customer journeys, and optimize cross-channel touchpoints
Set and monitor KPI’s such as customer lifetime value, engagement rate, conversion rate and churn
Oversee data quality initiatives and collaborate with data services to ensure accuracy and integrity
Oversee the design, deployment and management of targeted multi-channel campaigns across email, SMS, app and web channels
Lead the development of automated workflows and dynamic segmentation models that personalize communications at scale
Establish best practices for campaign performance monitoring, A/B testing, and continuous improvement
Serve as the primary CRM advocate, collaborating with executive leadership and cross-functional teams (e.g., billing, customer service, web analytics, and digital platforms) to drive adoption and alignment
Lead change management efforts to ensure successful CRM adoption including training, communication and stakeholder engagement
Collaborate with creative and product teams to align messaging and brand voice across all lifecycle stages
Partner with internal teams to ensure data privacy standards (i.e. GDPR, CAN-SPAM, CCPA) are met
Maintain data governance protocols and ensure proper consent and preference management practices
Oversee CRM budget and vendor relationships, ensuring cost-effective solutions and high ROI
Qualification
Required
Bachelor's degree (or higher) -OR- 4+ years' professional work experience
5+ years' experience in CRM, lifecycle or email marketing
2+ year' supervisory experience
Preferred
Bachelor's degree in marketing, Business, Communications or a related field, plus 2 years in a role building or scaling a CRM function
Experience within the telecommunications or a subscription-based/service model
Demonstrated success in building and leading CRM teams and functions
Hands-on expertise with Salesforce Marketing Cloud, HubSpot, Braze, Iterable, or similar CRM platforms integrated with Salesforce
Strong understanding of customer journey design, segmentation, automation, and analytics
Proven ability to translate data insights into actionable marketing strategies
Familiarity with telecom KPIs such as churn, ARPU, and subscriber lifecycle
Understanding of data privacy regulations (CCPA, GDPR) and CRM compliance requirements
Experience with Salesforce Data Cloud or Customer 360, plus basic knowledge of SQL, HTML, or AMPscript
Excellent collaboration, communication, and project management skills
Benefits
Medical Coverage
Dental Coverage
Vision Coverage
Life Insurance
401(k) Plan
Generous Vacation & Paid Sick Leave
Seven Paid National Holidays & One Floating Holiday
Paid Parental Leave (6 weeks after 12 months of employment)
Adoption & Surrogacy Assistance
Employee Assistance & Wellness Programs
Short-Term & Long-Term Disability
TDS Service Discounts
Education Assistance
Paid Volunteer Time
Company
TDS Telecommunications LLC
TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to a mix of small to mid-sized urban, suburban and rural communities throughout the U.S.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
James Butman
President & CEO
Michelle Brukwicki
Senior Vice President - Finance and Chief Financial Officer
Recent News
Helena Independent Record
2023-12-27
2023-12-27
Helena Independent Record
2023-12-27
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