Personalization & Digital CRM Manager

3 weeks ago

Northbrook, United States Crate and Barrel Full time

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 over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as the Manager of Personalization + Digital CRM.

The Manager of Personalization + Digital CRM is a strategic and data-driven opportunity that will be responsible for leveraging customer data and personalization tools to drive engagement, increase customer lifetime value, and propel Crate and Barrel’s business forward. They will develop strategies, evaluate enabling technologies, and enable campaigns in partnership with our centralized and brand-specific teams. You’ll leverage your understanding of customer journeys, experience in creating scalable personalization roadmaps and proven ability to lead cross-functional teams into new optimization opportunities that align with delivering a highly relevant customer experience

This is a hybrid position that requires 4 days in the Northbrook, IL office. 

A day in the life as a Site Merchant eCommerce...

  • Create scalable personalization roadmaps and lead cross-functional teams into new optimization opportunities that align with delivering a highly relevant customer experience
  • Partner with leadership to develop and execute a data-driven roadmap and strategy for ecommerce personalization and customer data utilization across all brands
  • Work closely with Marketing and Brand teams to ensure a seamless connection between digital marketing channels (social, search, email, SMS, etc.) and personalized ecommerce experiences (personalized search, recommendations and content)
  • Develop and propose strategies to optimize the customer journey, focusing on assigned areas like website browsing, purchase experience, or post-purchase interactions
  • Evaluate and recommend technologies that empower personalized customer experiences. Advocate for leveraging existing personalization tools to meet evolving customer needs
  • Analyze user behavior in collaboration with the Customer Data team, providing insights on campaign performance and key metrics across channels
  • Contribute to the development of a personalization dashboard to improve decision-making
  • Work collaboratively with Product, Development, Design, Store Operations, and other Marketing teams to achieve a consistent, modern and personalized user experience across all channels

What you’ll bring to the table…

  • Strong understanding of personalization technologies and methodologies relevant to omni-channel businesses
  • Understanding of strategies for creating modular and reusable content components for personalization
  • Experience developing and implementing personalization strategies across multiple channels
  • Proven data analysis skills with the ability to create clear and actionable insights
  • Experience working on omnichannel personalization projects
  • Ability to prioritize and manage multiple projects in a fast-paced environment

We’d love to hear from you if you have…

  • 5 years experience in Ecommerce Marketing, Personalization, and/or Customer Experience optimization
  • Bachelor's degree in Marketing, Business, Computer Science, or a related field
  • Knowledge of CDPs, customer ID, and personalization preferred
  • Excellent communication and collaboration skills to work effectively within cross-functional teams
  • Strong analytical and problem-solving skills

#li-hybrid

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