Sr. Manager CRM

About the Role

This role, reporting to the Senior Director, Digital, leads the development of lifecycle marketing strategies to enhance customer acquisition, engagement, retention, loyalty, and lifetime value. It oversees CRM strategy, campaign governance, personalization, and consumer journey optimization, while managing a high-performing CRM team responsible for email, SMS, push notifications, triggered communications, and lifecycle programs.

Responsibilities

• Define and lead CRM strategy across email, SMS, push notifications, and automated campaigns, aligning with business objectives.
• Develop lifecycle marketing strategies to increase consumer acquisition, retention, repeat purchase rate, loyalty participation, and lifetime value.
• Design and optimize end-to-end omnichannel consumer journeys across digital touchpoints.
• Establish CRM priorities, annual roadmap, testing framework, and identify business growth opportunities.
• Lead CRM campaign planning, governance, prioritization, and resource planning for email, SMS, push, triggered communications, and loyalty initiatives.
• Partner with Creative, Brand Marketing, E-Commerce, and Retail teams to deliver cohesive consumer experiences.
• Drive continuous optimization through testing, personalization, segmentation, and performance analysis.
• Lead the evolution of the omnichannel consumer journey, ensuring consistency across digital and retail touchpoints.
• Develop scalable personalization strategies using first-party data and CRM analytics.
• Identify opportunities to improve consumer experience through automation, behavioral triggers, predictive audiences, and dynamic content.
• Champion new CRM capabilities to enhance personalization.
• Own CRM business KPIs, including revenue contribution, engagement metrics, database growth, campaign performance, and personalization performance.
• Translate performance insights into actionable business recommendations.
• Present CRM performance, strategic initiatives, and business opportunities to senior leadership.
• Collaborate with internal and agency teams to prioritize CRM capabilities, automation, and consumer experience enhancements.
• Support the implementation of new CRM technologies and omnichannel initiatives.

Qualifications

• Bachelor's degree required; MBA or related graduate degree preferred.
• 8+ years of experience in CRM, Lifecycle Marketing, Digital Marketing, or Customer Engagement.
• Proven experience leading CRM strategy across email, SMS, loyalty, personalization, and customer lifecycle programs.
• Experience with CRM platforms, marketing automation, customer segmentation, and omnichannel marketing.
• Experience partnering with Analytics, Product, Technology, and Retail organizations to deliver consumer-centric initiatives.
• Experience leading cross-functional projects and influencing senior stakeholders.
• Ability to translate complex data into business strategy.
• Highly organized with project management experience.
• Experience with business planning and forecasting.
• Experience managing an agency.

Skills

• Exceptional analytical mindset.
• Excellent communication, presentation, and leadership skills.
• Ability to thrive in a fast-paced, collaborative environment while balancing strategic planning and operational execution.

Benefits

Regular full-time employees (salaried or hourly) have access to benefits including Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and more. Eligible for MBO bonus compensation based on company, division, and individual performance.

Samsung Electronics America, Inc. is an equal opportunity employer committed to a diverse workforce. Reasonable accommodations for qualified individuals with disabilities are available upon request.