Position Overview

The Guitar Center Company is seeking a bold, technically fluent, and strategic Director, CRM to lead the next chapter of lifecycle marketing across Guitar Center and Musician’s Friend.

The Director of CRM will own the strategy, execution, and performance of Guitar Center’s customer lifecycle marketing across email, SMS, and push notifications. This leader is responsible for driving measurable revenue growth, increasing customer lifetime value (LTV), and building a best-in-class, data-driven CRM engine that powers the entire omnichannel experience.

This role sits at the center of our digital ecosystem — acting as the connective tissue between ecommerce, marketing, merchandising, and the contact center — ensuring that customer data is activated effectively to deliver personalized, high-impact experiences across every touchpoint.

The ideal candidate is both a strategic operator and hands-on leader who thrives in a performance culture, builds high-performing teams, and consistently delivers against aggressive growth targets.

Please note this is an on-site position, Tuesday-Thursday, with WFH Monday's and Friday's.

Key Responsibilities:

Own CRM Revenue & Lifecycle Performance

Lead the end-to-end CRM strategy across email, SMS, and push, with full accountability for revenue contribution and LTV growth
Build and optimize lifecycle programs across acquisition, onboarding, engagement, retention, and reactivation
Establish CRM as a core revenue driver within the digital mix, with clear attribution and incrementality measurement
Continuously test, learn, and scale programs that improve conversion, frequency, and customer value

Drive Customer-Centric, Data-Driven Marketing

Partner with ecommerce and data teams to translate customer behavior into actionable segmentation and personalization strategies
Leverage CDP / ESP capabilities to deliver dynamic, highly targeted messaging at scale
Develop a unified view of the customer and ensure consistent, relevant communication across channels
Champion a test-and-learn culture, with rigorous A/B testing and experimentation frameworks
Advance attribution sophistication across CRM channels, improving visibility into true incremental impact and enabling better investment decisions

Own Omnichannel Campaign Orchestration

Partner with marketing, merchandising, and ecommerce teams to bring campaigns and promotions to life across the full customer lifecycle
Ensure CRM is fully integrated into all major campaigns, product launches, and promotional moments
Align messaging across digital, stores, and contact center to create a seamless customer experience
Drive coordinated campaign execution that maximizes total business impact — not just channel-level performance

Connect Digital & Contact Center Experiences

Act as the primary conduit between ecommerce/customer data and the contact center
Partner with contact center leadership to activate CRM insights into outbound/inbound customer engagement strategies
Develop customer lists, triggers, and workflows that enable more effective selling and service interactions
Help evolve the contact center into a fully integrated revenue and relationship channel

Build & Lead a High-Performing CRM Team

Recruit, develop, and retain top CRM talent across strategy, operations, and execution
Set a high performance bar with clear goals, accountability, and a results-driven culture
Elevate team capabilities in data, segmentation, personalization, and marketing technology
Foster strong cross-functional collaboration while maintaining ownership and accountability for outcomes

Leverage AI & Automation to Scale Lifecycle Marketing

Implement and scale AI-driven lifecycle journey automation, enabling more personalized, real-time customer experiences across channels
Identify opportunities to use AI for segmentation, content generation, send-time optimization, and predictive targeting
Partner with data and engineering teams to embed AI capabilities into CRM workflows and decisioning
Continuously evaluate emerging technologies to increase efficiency, personalization, and performance

Optimize Technology & Infrastructure

Own the CRM tech stack (ESP, SMS platforms, push infrastructure, CDP integrations)
Identify and implement tools and capabilities that unlock scale, efficiency, and personalization
Partner with engineering and data teams to improve data quality, latency, and activation capabilities
Ensure operational excellence across campaign execution, deliverability, and compliance

Qualifications

Required Qualifications

5+ years of experience in CRM, lifecycle marketing, or retention marketing, ideally in ecommerce or omnichannel retail
Proven track record of driving significant revenue and LTV growth through CRM channels
Deep expertise in email, SMS, push, segmentation, personalization, and marketing automation
Strong analytical mindset with experience in attribution, incrementality testing, and performance measurement
Experience working cross-functionally with ecommerce, merchandising, marketing, and customer service teams
Demonstrated success building and leading high-performing teams in fast-paced environmentsExperience with modern CRM/CDP platform
s (e.g., Salesforce Marketing Cloud, Braze, Iterable, Segment, etc.)

What Success Looks Like

CRM becomes a top-tier revenue and profit driver, with clear, measurable contribution to the business
Significant improvement in customer LTV, retention, and repeat purchase behavior
Fully integrated omnichannel lifecycle marketing engine across digital, stores, and contact center
High-performing team that operates with speed, accountability, and a relentless focus on results
A best-in-class CRM program that combines data, creativity, AI-driven automation, and executional excellence

Why Guitar Center? Here's just some of the rewards:

For our employees who are musicians we offer the unique opportunity of gig leave--take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

Pay Rate: $150,000 - $200,000/yr depending on background and experience.

This position is eligible to participate in the Guitar Center Company bonus program based on Company performance.

The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request a reasonable accommodation by sending an email to recruiting@guitarcenter.com.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by calling 1‐818-735-8800 ext. 2862 or by sending an email to recruiting@guitarcenter.com.

Director, CRM

Key skills

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