Careers at Bob’s Discount Furniture

Director, Customer Relationship Management in Manchester, CT at Bob's Discount Furniture

Date Posted: 4/22/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Experience:
    Not Specified
  • Date Posted:
    4/22/2022

Job Description

Remote or On-Site


In this role you’ll be responsible for leading our Customer Relationship Management practice at Bob’s, delivering data-driven customer experience across retention and operations, enhancing our customer data & delivering messages across all CRM channels.

Working with our Customer Data Platform (CDP) and modern journey & messaging automation management SaaS partners, you’ll evolve our Customer 360 program (enabling a 360-degree view of our customers) & powering insights & activation.

You’ll report to our SVP of Customer Experience & Digital Transformation and work across the organization, helping drive success for our fast-growing business.

Responsibilities

Lifecycle Campaign Development

  • Develop new strategic messaging campaigns via email, text and mobile push to:

    • Improve the customer experience, and

    • Maximize conversion, engagement, retention, and win-back opportunities 

  • Oversee campaign development including wireframes, API or feed/data structure, visual design, build, configuration, QA, & deployment

  • Plan and implement email, text & app push notification messaging programs for retention campaigns (supporting repeat purchase, loyalty, & lifetime value KPIs) and post-purchase transaction-related messaging (driving CX & operational KPIs) 

Customer Data Management

  • Own Bob’s Customer Data Platform, partnering with IT, marketing & other departments to support strategic planning and tactical use cases

  • Aggregate customer data in our CDP, as the single source of truth about our customers

  • Architect & implement to further integrate CDP into our evolving tech stack

  • Collaborate with IT, Marketing, Merchandising, Store Operations, Delivery, Customer Support, and external vendor partners to drive best-in-class audience insights, planning, segmentation, activation, & messaging

  • Develop & implement data-driven customer personas across the organization, driving ongoing activation, insights & optimization

  • Manage cross-functional Segmentation Task Force focused on identifying, aligning, and accelerating data-driven segmentation & personalization initiatives across the Bob’s website, advertising, email, text, push notification, and other owned channels 

  • Identify and implement strategies to retain customers and address their needs

Reporting, Analytics & Optimization

  • Monitor & optimize performance of operational & CX-related campaigns

  • Drive improvement across promotional messaging KPIs including deliverability, open rates, click rates, conversion rates, opt-out rates, and other engagement metrics

  • Working with finance and IT partners, build Power BI reporting and track metrics and trends, including engagement, conversion rates, sales, and web analytics

  • Working with our Business Intelligence and data-science teams, identify and build predictive models to drive business results

  • Continue to grow Bob’s customer data maturation focused on moving toward prescriptive solutioning of customer needs

Innovation

  • Help lead and continue to evolve Bob’s tech stack to meet business and customer experience objectives

  • Stay abreast of emerging trends and technologies with an eye toward improving our CRM efforts 

Required Qualifications

  • Expertise: 5+ years of extensive work in CRM for consumer-facing brands (Experience with managing a CDP a major plus)

  • Tooled: Proven experience with messaging automation platforms to drive results

  • Acquisitive: Solid background in customer acquisition strategies, especially via digital

  • Bachelor’s degree: in Marketing, Business, or similar field

  • Creative: Ability to ideate on interesting ways to engage customers, has a strong point of view, and can effectively communicate that vision 

  • Proven: 3+ years of leadership experience including people management and development, partner interaction, and process management 

  • Communicator: Strong written and verbal communication skills along with a customer-first mindset

  • Achievement-focused: Roll up your sleeves & get stuff done (everyone has a bias for action &  wears multiple hats at Bob’s!)

  • Collaborative: Loves working in a cross-functional, fast-moving environment, focused on striving for excellence, managing change, & finding actionable solutions

  • Leadership: Strong work ethic & self-motivated with ability to take ownership, prioritize, meet deadlines, & work independently (including remote work)

  • Passionate about retail: Knows what’s trending in the industry & is excited to improve the way that Bob’s markets to its customers



Bob’s Discount Furniture is proud to be an Equal Opportunity Employer and is committed to reasonably accommodating qualified persons with disabilities to enable them to perform the essential duties of their position.