Director, CRM

About the role

Ashley Digital is seeking a curious, analytically driven marketing leader to own and evolve the Ashley Furniture CRM program. The Director, Ashley CRM will oversee the CRM calendar, lifecycle journey strategy, and CRM testing roadmap. They will also manage day-to-day relationships with CRM vendors and lead cross-functional relationships with various departments.

Responsibilities

• Direct the CRM calendar, setting email and SMS scheduling and segmentation strategy in support of the company's promotional calendar; provide strategic direction and day-to-day guidance to the senior manager responsible for calendar execution
• Oversee lifecycle journey strategy across email and SMS, ensuring journeys and campaign sends are complementary and collectively driving toward revenue and engagement goals
• Maintain current knowledge of CRM best practices, technology, and trends and apply insights to evolve the program
• Manage day-to-day relationships with CRM vendors, including primary ESP (currently Zeta); evaluate platform performance, lead initial contract renewal discussions, and make recommendations on tooling needs or changes
• Led cross-functional relationships with brand, data and analytics, creative, product, growth, and customer success to ensure CRM outputs are strategically aligned
• Lead and develop a team of three — two senior managers and one specialist — investing genuinely in their growth, performance, and long-term development

Qualifications

• 6+ years of email and SMS marketing experience in eCommerce/DTC and retail environments
• Proven track record managing and developing teams of 2 or more
• Bachelor's degree preferred
• Hands-on experience with email development, including working knowledge of HTML for email
• Proficiency with analytics platforms such as Looker; ability to rapidly develop expertise in new tools
• Familiarity with Zeta or comparable ESP platforms (Zeta experience a plus)
• Strong understanding of CAN-SPAM regulations and email industry best practices
• Data-driven mindset with the ability to synthesize large datasets, identify trends, surface anomalies, and translate findings into actionable test-and-learn recommendations
• Exceptional written and verbal communication skills with a keen creative sensibility and meticulous attention to detail
• Thrives in fast-paced environments with the ability to ramp quickly, iterate, and manage multiple priorities with urgency
• Self-motivated and comfortable working autonomously within a decentralized team structure
• Ability to travel to off-site meetings as business needs require