Careers at Bob’s Discount Furniture

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

Date Posted: 11/17/2020

Job Snapshot

Job Description

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

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

Reporting to the Vice President of Ecommerce & Customer Experience and working across the organization, you will play a critical role in the success of our fast-growing business:

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

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

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

  • Develop data-driven customer personas leveraged across the organization in strategic planning and audience segmentation

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

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

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

  • 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

  • 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


  • 5+ years of extensive work in CRM for consumer-facing brands

  • Solid background in customer acquisition strategies, especially digital acquisition

  • Technical understanding of CRM and messaging automation platforms

  • 2+ years of leadership experience including people management and development, partner interaction, and process management

  • Strong written and verbal communication skills along with a customer-oriented attitude

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

  • Love working in a cross-functional, fast-moving, and highly collaborative environment focused on striving for excellence, managing change, and finding actionable solutions

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

  • Desire to inspire individuals to perform at highest of standards at all times

  • Minimum Bachelor’s Degree in HCI, UX, or equivalent field

  • Experience with managing a CDP a major plus

  • Experience in the retail industry (furniture category experience or experience with high consideration products is a nice-to-have)

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.