Personalization & Digital CRM Manager

About the position

At Crate & Barrel, we inspire purpose-filled living that brings joy to the modern home. With a team of over 8,000 associates across 130 store and distribution locations in the U.S. and Canada, we are committed to delivering high-quality home furnishings that are expertly designed and responsibly sourced. Our iconic brand has been evolving for over 60 years, and we are looking for a driven professional with an inclusive mindset to join our team as the Manager of Personalization + Digital CRM. This strategic and data-driven role will leverage customer data and personalization tools to enhance engagement, increase customer lifetime value, and propel our business forward. As the Manager of Personalization + Digital CRM, you will be responsible for developing strategies and evaluating enabling technologies to drive personalized customer experiences. You will work closely with centralized and brand-specific teams to create scalable personalization roadmaps and lead cross-functional teams into new optimization opportunities. Your understanding of customer journeys and experience in creating effective personalization strategies will be crucial in delivering a highly relevant customer experience. This hybrid position requires you to be in the Northbrook, IL office for four days a week. You will partner with leadership to execute a data-driven roadmap for ecommerce personalization and customer data utilization across all brands. Collaborating with Marketing and Brand teams, you will ensure a seamless connection between digital marketing channels and personalized ecommerce experiences. Your role will also involve analyzing user behavior, providing insights on campaign performance, and contributing to the development of a personalization dashboard to improve decision-making.

Responsibilities
• Create scalable personalization roadmaps and lead cross-functional teams into new optimization opportunities that align with delivering a highly relevant customer experience.
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• Partner with leadership to develop and execute a data-driven roadmap and strategy for ecommerce personalization and customer data utilization across all brands.
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• Work closely with Marketing and Brand teams to ensure a seamless connection between digital marketing channels (social, search, email, SMS, etc.) and personalized ecommerce experiences (personalized search, recommendations and content).
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• Develop and propose strategies to optimize the customer journey, focusing on assigned areas like website browsing, purchase experience, or post-purchase interactions.
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• Evaluate and recommend technologies that empower personalized customer experiences. Advocate for leveraging existing personalization tools to meet evolving customer needs.
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• Analyze user behavior in collaboration with the Customer Data team, providing insights on campaign performance and key metrics across channels.
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• Contribute to the development of a personalization dashboard to improve decision-making.
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• Work collaboratively with Product, Development, Design, Store Operations, and other Marketing teams to achieve a consistent, modern and personalized user experience across all channels.

Requirements
• Strong understanding of personalization technologies and methodologies relevant to omni-channel businesses.
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• Understanding of strategies for creating modular and reusable content components for personalization.
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• Experience developing and implementing personalization strategies across multiple channels.
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• Proven data analysis skills with the ability to create clear and actionable insights.
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• Experience working on omnichannel personalization projects.
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• Ability to prioritize and manage multiple projects in a fast-paced environment.

Nice-to-haves
• 5 years experience in Ecommerce Marketing, Personalization, and/or Customer Experience optimization.
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• Bachelor’s degree in Marketing, Business, Computer Science, or a related field.
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• Knowledge of CDPs, customer ID, and personalization preferred.
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• Excellent communication and collaboration skills to work effectively within cross-functional teams.
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• Strong analytical and problem-solving skills.

Benefits