DIRECTOR OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
5 days ago
Hilliard
MICRO CENTER is the nation’s leading computer and electronics big‑box retailer, offering more than 40,000 of the industry’s best technology products. For over 45 years, our success has been built on unmatched product expertise, a passion for innovation, and a deep commitment to exceptional customer service. At Micro Center, Passion, Energy, and Commitment aren’t just words—they’re how we work, grow, and win together. We take pride in creating long‑term customer relationships and cultivating a workplace where associates are supported, empowered, and valued. We are currently seeking a self-motivated, results oriented Director of Customer Relationship Management (CRM). (This position is located in our Hilliard Ohio Home Office.) About the Role The Director of Customer Relationship Management leads the CRM and customer data strategy for a store-led, omnichannel retail organization, with responsibility for driving customer acquisition, retention, and lifetime value. This role manages the customer lifecycle end to end using customer data, CRM platforms, and personalization to connect digital touchpoints (website, email, SMS) with in-store and online behavior, ensuring a seamless and consistent customer experience. Reporting to the Chief Marketing Officer, the Director partners closely with Stores, Merchandising, Marketing, Digital, E-commerce, IT, and Analytics to align customer engagement strategies with both store performance and digital growth. What You’ll Do Omnichannel CRM Strategy • Define and execute a CRM strategy that drives store traffic, store and BOPIS conversion, and integrated omnichannel experiences, • Manage the customer lifecycle across acquisition, onboarding, engagement, retention, loyalty, and reactivation, • Align CRM programs with store promotions, merchandising strategies, digital campaigns, and seasonal retail initiatives, • Maintain the integrity of customer data across all retail and digital systems, ensuring accuracy, consistency, and reliability, • Manage customer de-duplication processes, identity resolution, and master customer records, • Establish and maintain strong data hygiene standards, including governance, validation, and ongoing quality monitoring, • Develop customer segments based on purchase behavior, channel engagement, geography, preferred store, and category affinity, • Partner with analytics teams to measure customer behavior and performance across in-store, digital, and omnichannel journeys, • Manage CRM, marketing automation, loyalty, and customer data platforms (CDPs), • Partner with IT, Digital, and E-commerce teams to integrate POS, e-commerce platforms, membership systems, and CRM, • Develop CRM-driven campaigns across email, SMS, push notifications, membership communications, and other owned channels, • Deliver personalized messaging and offers informed by channel behavior, purchase history, and location signals, • Use geo-targeting and store-preference data to drive store visits and online order reservations, • Leverage website behavior to guide customers toward stores, online reservations, or omnichannel fulfillment paths, • Lead or closely partner on retail membership program strategy and execution, • Develop initiatives that increase repeat purchases, visit frequency, and long-term customer value across channels, • Build, lead, and manage a high-performing CRM and lifecycle marketing team, • Serve as the CRM and customer data subject-matter expert across the organization, • Define and track CRM and omnichannel KPIs including:, • Customer acquisition, retention, and lifetime value (CLV), • Engagement and conversion across channels, • BOPIS adoption and conversion rates, • Online-to-store attribution and influenced store sales, • Store visit frequency and omnichannel revenue contribution, • Monitor customer data quality and continuously improve accuracy and usability, • Deliver performance reporting and strategic insights to the CMO and executive leadership, • Bachelor’s degree in Marketing, Business, Information Systems, or a related field (MBA or an advanced degree a plus), • Experience in brick-and-mortar, omnichannel, or specialty retail, • 8–12+ years of experience in CRM, lifecycle marketing, or customer experience in an omnichannel or retail environment, • 3–5+ years of people management experience, • Hands-on experience with CRM, marketing automation, POS, membership programs, and customer data platforms (Bloomreach strongly preferred), • Experience managing large-scale customer databases, • Experience managing customer data quality, de-duplication, and data hygiene, • Omnichannel, customer-first mindset, • Strong understanding of customer data, attribution, and segmentation, • Experience with personalization, geo-targeting, and lifecycle marketing, • Data-driven decision making, • On-site, 5 days per week At Micro Center, we’re committed to taking care of our associates so they can thrive—both at work and in life. Our comprehensive benefits package includes: • Medical, Dental & Vision Coverage for regular full‑time associates, • Competitive Employee Discount, including our Friends & Family Discount Program, • Tuition Reimbursement and Education Savings Opportunities to support continuous learning, • Paid Time Off for regular associates to rest, recharge, and take care of what matters most, • 401(k) Retirement Plan with Company Match to help you plan for the future, • Industry‑Leading Vendor and Company Training to build your skills and product expertise Our core promise is to take care of our associates and our customers. That commitment has guided our culture, our growth, and our success for more than four decades—and it’s what makes Micro Center a truly exceptional place to build your career. Micro Center is an Equal Opportunity Employer. #appcast Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the ___ notice from the Department of Labor.