- Company Name
- Public Storage
- Job Title
- Senior Manager, CRM
- Job Description
-
Job Title: Senior Manager, CRM
Role Summary:
Lead and execute end‑to‑end customer relationship management (CRM) strategy to enhance engagement, retention, and lifetime value across multi‑channel digital and offline platforms.
Expectations:
- Drive measurable growth in customer retention, CLV, and loyalty metrics.
- Deliver high‑velocity, data‑driven omni‑channel campaigns that exceed target performance benchmarks.
- Maintain governance of data privacy compliance and CRM technology roadmap.
Key Responsibilities:
- Own and evolve the CRM lifecycle strategy, ensuring alignment with business goals.
- Lead, mentor, and manage a team of CRM professionals.
- Oversee multi‑channel campaign design, execution, and optimization (email, SMS, push, direct mail, call center, etc.) using A/B testing and analytics.
- Manage CRM platforms and integrations, collaborating with IT and vendors.
- Develop and maintain dashboards to report insights, results, and strategic recommendations to senior leadership.
- Partner with Product, Digital Marketing, Operations, Customer Care, and Analytics teams to synchronize CRM activities with broader initiatives.
- Ensure compliance with data privacy regulations (CAN‑SPAM, TCPA, CCPA, etc.) and uphold best data practices.
Required Skills:
- 10+ years of CRM strategy and campaign execution experience, preferably in consumer services or retail.
- Deep expertise in leading CRM/email platforms (Salesforce, Braze, Iterable, etc.).
- Strong analytical capabilities: segmentation, performance analysis, A/B/multivariate testing.
- Proven project management, cross‑functional collaboration, and stakeholder communication skills.
- Knowledge of data privacy laws and compliance.
Required Education & Certifications:
- Bachelor’s degree in Marketing, Business, Analytics, or related field (Master’s/MBA preferred).
- Certifications in CRM, marketing analytics, or data privacy (e.g., Salesforce Certified Marketing Cloud Email Specialist, Certified Data Privacy Solutions Engineer) are advantageous.