Senior Manager, CRM Operations

About the role

We inspire purpose-filled living that brings beauty and quality to the modern home. Together, we achieve. Associates across our business drive results, innovate, and inspire. Drawn together by our shared values and passion for our customers and our brands, we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style 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 over 60 years in the making—and our story is still unfolding.

Responsibilities

• Lead and manage a group of CRM operations specialists and/or managers, fostering a culture of innovation, collaboration, and high performance
• Define and drive the operational strategy and execution framework for CRM strategies, ensuring requirements are translated into properly built and executable programs
• Drive operational excellence by improving intake, prioritization, build, QA, and release processes across CRM teams
• Establish and enforce operational standards, SLAs, and governance frameworks to ensure consistent execution quality
• Ensure accurate and scalable audience building processes, including segmentation logic, eligibility rules, suppression frameworks, and data-driven targeting across CRM programs
• Proactively identify and lead improvements across CRM functions, clearly communicating changes and enabling teams to operate through ambiguity
• Build strong relationships and drive alignment across different teams and functions, establishing effective cross-functional teamwork and breaking down silos
• Mentor and develop CRM operations talent, focusing on leadership development, capability building, and organizational growth
• Collaborate with engineering and product leadership to define CRM platform requirements, system improvements, and technical roadmap priorities
• Manage budgets, resource planning, hiring, and organizational structure for the CRM Operations team
• Drive technical requirements for the future CRM and marketing technology stack, ensuring capabilities, data flows and execution systems are optimized for scalability and reliability
• Drive operational decision-making across competing priorities, resource allocation, and execution risks
• Communicate effectively with senior leadership regarding operational performance, progress, challenges, and opportunities

Requirements

• Advanced knowledge of CRM operations including audience & build execution, technical architecture, and system configuration
• Deep experience working with CRM platforms and marketing technology systems, including automation, segmentation tools and orchestration platforms
• Strong leadership and organizational management skills, with proven experience building, mentoring, and managing high-performing teams
• Deep understanding of campaign execution processes, including audience build, segmentation, personalization, QA and deployment
• Excellent strategic thinking, problem-solving, and execution skills, with the ability to handle complex operational assignments
• Strong communication and stakeholder management skills, with the ability to influence senior leaders and cross-functional partners
• Strong business acumen with the ability to translate strategic needs into effective operational processes & execution frameworks
• Experience with resource planning, budget management, and strategic hiring
• Strong problem-solving skills with ability to manage ambiguity and drive clarity in execution environments

Qualifications

• 8+ years of progressive experience in CRM Operations, Marketing Operations, or a related field
• 3+ years of experience in a management role, with a proven track record of successfully leading and delivering large-scale, complex initiatives
• Bachelor’s degree in marketing, business administration, communications, data analytics, or equivalent work experience

Skills

• Advanced knowledge of CRM operations including audience & build execution, technical architecture, and system configuration
• Deep experience working with CRM platforms and marketing technology systems, including automation, segmentation tools and orchestration platforms
• Strong leadership and organizational management skills, with proven experience building, mentoring, and managing high-performing teams
• Deep understanding of campaign execution processes, including audience build, segmentation, personalization, QA and deployment
• Excellent strategic thinking, problem-solving, and execution skills, with the ability to handle complex operational assignments
• Strong communication and stakeholder management skills, with the ability to influence senior leaders and cross-functional partners
• Strong business acumen with the ability to translate strategic needs into effective operational processes & execution frameworks
• Experience with resource planning, budget management, and strategic hiring
• Strong problem-solving skills with ability to manage ambiguity and drive clarity in execution environments

Benefits

• Medical/Dental/Vision
• Life insurance and Disability
• Retailer Retirement and 401(k) match
• Paid time off, wellness time and volunteer time
• Merchandise discount and EAP resources
• Tuition Reimbursement

Pay

$135,000.00 - $170,000.00

Schedule

This is an on-site position (Monday through Thursday) based out of our Northbrook, IL offices with the flexibility to work remotely on Fridays.