Senior Manager, Customer Relationship Manager (Open to Remote) Job Listing at Bob's Discount Furniture in Boston, MA (Job ID R-27052-Boston-MA)

Description

Bob's Discount Furniture is seeking a highly motivated and experienced Sr. Manager of Customer Relationship Management (CRM) to lead the execution and optimization of our customer relationship management initiatives. This role is crucial in driving customer engagement, loyalty, and revenue growth by leveraging data-driven insights and maximizing the potential of our customer database platform. The Sr. Manager will own the platform and be responsible for developing and implementing comprehensive CRM strategies focused on segmentation, financing integration, customer lifecycle management, and performance tracking.

Who We Are

At Bob's, we have fun, we love what we do, and it shows in our expansive growth! Bob's Discount Furniture is more than just a furniture store. We are one of the fastest growing omni-channel furniture retailers in the country with over 180 stores!

How We Will Support You

At Bob's we understand there are many companies you can choose to work for, so, along with exceptional opportunities for career growth we offer a fun team-oriented work environment and great benefits! Let us tell you more.

Benefits & Perks- We've got you covered! We believe in supporting our employees and their families in the best ways possible is a top priority. We focus on three core wellness pillars: Emotional, Physical and Financial. Below are just some of the benefits that we offer:

• Feeling under the weather, we've got you covered! We offer Nationally provided Medical, Dental and Vision Insurance
• Paid Vacation, Personal Days, Sick Days, Holidays, work anniversary and your Birthday! After all, your birthday should be a holiday
• 401(k) Profit Sharing Plan with a Generous Company match!
• Pet Insurance to help keep your furry friends happy and healthy
• Life insurance – Employer-paid basic Life Insurance, with the option to add Voluntary Life Insurance as well!
• Financial Planning, Voluntary Legal Benefits and Wellness Plans
• We already offer value priced furniture, but on top of that we offer a Generous Employee Discount starting on your 1st day!
• Additional Employee Discounts through the “Hays Perks discount program” offering hundreds of online discounts from your favorite merchants.
• And so much more!

Culture and Core Values- At Bob's we have a set of core values that shape the decisions we make every day and help define our company culture. These values comprise what we call "The Bob's Way." Honesty, Integrity, Transparency, Community, Safety, Diversity, Accountability and Fun.

DIVERSITY IS A CORE VALUE AT BOB'S

At Bob's Discount Furniture, we want you to feel at home. Whether you're shopping with us or a part of the Bob's team, we want you to know that you are valued, appreciated, and free to be who you are.

We are committed to creating a place as diverse as the communities we serve.

Learn and Grow- We believe in developing our team members and helping them grow both personally and professionally! We promote Professional Development: In-person, virtually and offer an infinite library of on-demand classes in Workday Learning. We also offer Tuition Reimbursement as well as the BDF Education Foundation Scholarship Program open to employees and their dependents. Want to grow at Bob's professionally? We look to promote from within our organization by having robust succession planning in place to ensure that our team members have the opportunity to advance their careers.

Responsibilities:

• Customer Database Platform Ownership: Take ownership of Bob's customer database platform, ensuring its optimal performance, data integrity, and alignment with business objectives. This includes:
  • Managing vendor relationships and contracts related to the platform.
  • Overseeing platform upgrades, maintenance, and troubleshooting.
  • Ensuring data quality and compliance with data privacy regulations.
  • Championing the platform internally and driving adoption across relevant teams.
  • Developing and maintaining documentation related to the platform's architecture, functionality, and usage.
• Maximizing Platform Utilization: Identify and implement strategies to maximize the utilization of the customer database platform's capabilities, including:
  • Exploring and implementing new features and functionalities.
  • Integrating the platform with other marketing and sales systems.
  • Continuously evaluating the platform's performance and identifying areas for improvement.
• Segmentation: Develop and refine customer segmentation strategies based on demographics, purchase history, online behavior, modeling, and other relevant data points available within the platform to enable targeted and personalized communications.
• Lifecycle Management: Design and implement customer lifecycle programs within the platform to nurture relationships at each stage, from acquisition to retention and advocacy. This includes developing targeted campaigns and communications for key milestones and events.
• Financing: Collaborate with various finance partners and cross-functional departments to optimize financing communications, increase adoption and leverage the customer database platform for seamless data flow and a positive customer experience. This includes collaborating on user experience and communication strategies.
• Reporting & Optimization: Drive improvement across all Bob's-owned messaging KPIs including deliverability, open rates, click rates, conversion rates, opt-out rates, retention, and other engagement metrics

• Monitor & optimize performance of segmentation & CRM initiatives
• Help develop ongoing performance analysis including presentations & Power BI reports
• Translate analytical findings into clear, easily understandable, actionable insights that drive strong business strategy
• Collaborate with CRM/Retention team and analytics partners to develop customer insights and robust segmentation strategy
• Develop and present regular reports on CRM and platform performance to senior management.

• Message Tracking & Alerting: Establish robust tracking mechanisms within the platform to monitor campaign performance, identify trends, and generate actionable insights. Implement alerting systems to proactively address potential issues and ensure timely communication.
• Collaboration & Communication: Partner with IT, Creative, Merchandising, Store Operations, Delivery, Customer Care and external vendor partners to drive best-in-class audience insights, planning, segmentation, activation & messaging

• Champion key CRM initiatives across the organization, working with the Director of CRM to develop plans and strategies and seeing them through to fruition 
• Represent CRM and own CRM planning and support for new company initiatives 

• Collaborate with cross-functional team to ensure alignment and effective execution of CRM strategies, leveraging the customer database platform as the central hub
• Assist in managing the CRM budget, ensuring efficient allocation of resources related to the platform and other CRM initiatives.
• Stay up-to-date on the latest CRM trends, technologies, and best practices, particularly those related to database management and marketing automation platforms.

Required Qualifications:

• Expertise: 5 to 7 years of experience (or equivalent) in CRM with a deep understanding of CRM principles, methodologies, and technologies and enterprise marketing automation platforms & ESPs
• Bachelor's Degree in Marketing, Business Administration, Information Systems, or a related field
• Multidisciplinary: Strong performer across creative development, data analysis, technical implementation and project management in service of effective campaigns
• Consumer-centric: Thoughtful marketer who can view their work through the lens of different audiences to effectively craft authentic and personalized messages
• Data-informed: Strong analytical skills and a proven track record of working with data and good judgment to drive campaign ideation and business results
• Collaborative: A proactive partner who can effectively work within and across different teams and can clearly communicate their perspectives while soliciting information and sign-off needed to execute effective campaigns on tight timelines
• Detail-oriented: Sweats the small stuff when it comes to everything from commas to pixels, but doesn't let the weeds get in the way of building against a big vision
• Achievement-focused: Roll up your sleeves and get stuff done (everyone has a bias for action and wears multiple hats at Bob's!)
• Intermediate to advanced level in some of these skills: HTML/CSS, SQL, Adobe Analytics, Excel, PowerBI, and extensive experience with database management and marketing automation platforms
• Passionate about retail and the furniture industry: Knows what's trending in the industry and is excited to improve the way that Bob's markets to its customers

Expected Base Pay Not Including Potential Commissions, Incentive, Bonus, etc. Opportunities:

It is policy of Bob's Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law.

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