CRM Manager

CRM Manager

POSITION SUMMARY:

Responsible for leading the development and implementation of customer relationship management strategies for the optical retail and ecommerce businesses. Utilize CRM strategies to improve customer engagement, increase share of wallet, and drive incremental revenue through customer retention and personalization efforts. Work closely with marketing, retail, ecommerce, and customer service teams to ensure a cohesive approach to customer relationship management.

STRATEGIC DIRECTION

• Design and execute CRM strategies to enhance customer relationships, drive retail and online sales, and support business growth
• Oversee operation and maintenance of CRM software (HubSpot) to ensure data accuracy and system functionality
• Segment customer base to create targeted marketing campaigns and personalized experiences
• Analyze customer data to identify trends, insights, and opportunities for improvement
• Plan, execute, and measure performance of CRM campaigns across various channels, including email, text, voice, social media, and direct mail
• Map and optimize customer journeys to enhance overall customer experience and lifecycle management
• Collect and analyze customer feedback to continuously improve CRM strategies and customer experience
• Generate regular reports on CRM performance metrics and provide actionable insights to senior leadership
• Ensure all CRM activities comply with relevant data protection regulations and company policies

MINIMUM KNOWLEDGE, EXPERIENCE & SKILLS REQUIREMENTS:

• Bachelor’s degree in marketing, business administration or related field
• Combination of education and/or equivalent work experience in a related field
• CRM related certifications a plus
• 3-5 years’ progressive marketing experience
• 1-3 years’ proven supervisory/management experience
• Experience in the retail industry is preferred but not required
• Expert in email and SMS strategy and execution, with at least 2 years’ experience using HubSpot
• Excellent analytical and problem-solving skills with the ability to interpret complex data sets and drive customer growth by using data to inform segmentation
• Strong verbal and written communication skills. Able to present data-driven insights clearly and effectively
• Strong organizational skills and attention to detail. Able to manage multiple projects and deadlines
• Able to meet deadlines with consistent accuracy
• Strong interpersonal skills. Able to work effectively in a team environment and build relationships with various stakeholders
• Demonstrate flexibility in responding to organizational changes and business priorities
• Able to thrive within a fast-paced matrix environment
• Proficiency with Microsoft Office Suite of programs

ESSENTIAL FUNCTIONS & WORK REQUIREMENTS:

• Ability to effectively communicate at all levels within the organization through written and two-way verbal communication
• Able to read and write at a high school graduate level
• Able to sit or stand for extended periods of time
• Able to operate various office equipment (e.g., personal computer, telephone, fax machine, copier, etc.)
• Ability to see (Near, Distance, Color, and Depth Perception)
• Able to evaluate color
• Able to lift 10 to 20 pounds
• Able to view/read computer screen for extended periods of time
• Able to work normal and/or extended (evenings, nights, and weekends) office hours to meet established deadlines

• Able to travel independently to support Company objectives and personal development
• Candidate must work in office in Green Bay, WI (potential relocation assistance offered)

These statements are intended to describe the general nature and level of work performed by teammates assigned to this job classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.