Position Purpose:
The Manager, Customer Relationship Management is responsible for growing customer value through the formulation
and execution of companies life stage and customer segmentation programs. This position will play a key role in
developing the CRM strategy for company
This position will be responsible for defining and measuring the ROI on CRM activities using an information-based approach to CRM program implementation.
The Manager, CRM will oversee numerous agency and vendor relationships and be charged with identifying, negotiating, and executing multiple
marketing initiatives against aggressive sales targets.
Major Tasks, Responsibilities & Key Accountabilities:
20% Partner with senior leadership to formulate CRM strategy
40% Oversee execution of programs throughout the project lifecycle; including
discovery and initial assessment, program definition, negotiation of key partnerships, development of creative, program
launch, measurement and reporting.
20% Defines and measures ROI on assigned CRM programs; tracks KPIs for measuring success against organizational
20% Manage integrated teams from one or more external agencies supporting various customer relationship marketing initiatives.
Nature and Scope:
Position reports to the Director or Sr. Manager, Customer Relationship Management
Accountable for direct supervision of the work activities of others. In addition to personnel issues – including selection,
termination, performance appraisal and professional development of subordinates
Preferred Qualifications:
5-7 years of experience in an information-based CRM environment
Previous retail experience preferred
Experience in direct marketing and database management via integrated channels (including online based channels
such as websites, banners, email and search) analytical tools and techniques
Previous experience developing and maintaining reporting frameworks to provide insight into program performance
Knowledge, Skills, Abilities and Competencies:
Practical experience managing customer driven change programs from concept through to implementation
Previous experience implementing major information-based CRM programs
Understanding of technical application standards, platforms and frameworks
Solid understanding of financial analysis, cost analysis, and measurement of ROI
Understanding of fundamental experimental test design principles
Proven goal-oriented project management experience


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