Customer Relationship Management (CRM) Manager

Rockler Companies, Inc. is a dynamic and innovative company dedicated to empowering woodworkers and do-it-yourselfers. The CRM Manager leads Rockler's CRM and Data team, overseeing the Salesforce CRM platform and developing strategies to enhance customer retention and engagement through data-driven marketing.

Responsibilities:

• Lead and manage the CRM and Data team, including direct oversight of a Data Analyst, fostering a collaborative, customer-focused, and insight-driven culture
• Own the Salesforce CRM platform, serving as the strategic lead for platform configuration, data governance, roadmap development, and ongoing optimization
• Develop CRM strategies that improve customer acquisition, engagement, retention, loyalty, and customer lifetime value
• Partner cross-functionally with Marketing, Ecommerce, Merchandising, Creative, IT, and Retail Operations to deliver coordinated customer experiences across channels
• Develop customer segmentation strategies and manage audiences within Salesforce to enable highly targeted communications across email, direct mail, SMS, and other marketing channels
• Design, build, optimize, and maintain customer lifecycle journeys, including welcome, post-purchase, loyalty, promotional, win-back, and other automated customer communications
• Develop personalized customer experiences using behavioral, transactional, demographic, and engagement data
• Lead ongoing testing and optimization of customer audiences, messaging, timing, offers, and lifecycle journeys to improve campaign performance and customer engagement
• Lead CRM analytics efforts by partnering with the Data Analyst to develop reporting frameworks, customer KPIs, dashboards, and actionable business insights
• Own, execute, analyze, and communicate the results and trends of Net Promoter Score (NPS) and Customer-First Interaction Tracking (CFIT) programs
• Govern the marketing customer database, ensuring data quality, segmentation accuracy, customer integrity, and meaningful reporting
• Translate customer behavior and campaign performance into actionable recommendations that improve marketing effectiveness and support strategic business decisions
• Serve as the subject matter expert (SME) for promotional discounts, coupon codes, reward cards, and gift card execution processes
• Ensure promotional pricing, discounts, offers, and related marketing communications are executed accurately across all marketing channels
• Maintain D365 documentation and standard operating procedures (SOPs) supporting promotional execution, rewards programs, and gift card processes
• Troubleshoot D365-related issues and support testing for system upgrades and enhancements

Requirements:

• Bachelor's degree in Marketing, Business, Analytics, or a related field, or equivalent professional experience
• Minimum of 5-7 years of experience in CRM, customer marketing, marketing technology, or database marketing within a complex multi-channel retail and/or eCommerce environment
• Strong understanding of customer data, segmentation strategies, lifecycle marketing, personalization, and CRM best practices
• Demonstrated ability to use customer insights, KPIs, and analytics to develop strategic recommendations and improve business performance
• Experience contributing to marketing strategy, process development, and continuous improvement initiatives
• Strong project management, communication, and cross-functional collaboration skills
• Full-time position with Hybrid to Fully remote options available
• Hands-on experience with Salesforce Data Cloud or a comparable enterprise CRM
• Experience managing or mentoring direct reports and developing high-performing teams
• Experience with customer lifecycle marketing, loyalty programs, and marketing automation
• Experience with retail and/or eCommerce customer marketing
• Experience using analytics and reporting platforms such as Power BI, Tableau, GA4, or similar business intelligence tools
• Working knowledge of SQL or experience partnering closely with technical and data teams