We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is nearly 60 years in the making—and our story is still unfolding.
The Director, CRM Programs is a senior leadership role responsible for defining and championing the CRM strategy and vision for a significant business domain. This role requires a seasoned leader who can inspire teams, drive significant business growth through strategic innovation, and effectively collaborate with executive stakeholders. The Director plays a crucial role in shaping the overall success of their assigned CRM domains, shaping the overall success of our mission to develop lifelong relationships with our customersThis is an on-site position (Monday through Thursday) based out of our Northbrook, IL office with the flexibility to work remotely on Fridays.
A day in the life as a Director, CRM Programs and Operations...
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, 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.
What you'll bring to the table...
Expert 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.
We'd love to hear from you if you have...
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 (MBA or equivalent) is highly preferred.
Proven track record of successfully leading and delivering large-scale, complex CRM initiatives.
Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as “the Company”. The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request.
The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.
The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US.
State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.
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