Position Purpose:

The CRM Manager leads strategy and day-to-day execution of marketing campaigns across email, SMS, and direct mail to drive engagement, traffic, and sales for Global Custom Commerce (a company of The Home Depot) and its four e-commerce sites.

The ideal candidate is a self-starter who balances strategic vision with hands-on execution, and ideally brings experience in retail, e-commerce or agency environments dedicated to customer engagement, personalization and growth. This role partners closely with creative, analytics, merchandising, sales and IT teams to deliver seamless, and integrated experience. Technical aptitude and experience with Salesforce Marketing Cloud, along with strengths in data segmentation and personalization, are strongly preferred.

Key Responsibilities:

• 10% Budget Management - Budget management and stewardship of omni-channel investments
• 15% Channel Expertise - Partner with omni-channel partners, key stakeholders and business/initiative leaders across the enterprise to develop channel recommendations that support key customer, business and marketing goals and objectives
• 20% Direct Omni-Channel Plans - Help direct media agency and/or supervise direct reports on creation and execution of department-level omni-channel plans
• 10% Reporting & Learning - Support the analysis of reporting on channel performance and audience behaviors and incorporate learnings into current and future planning
• 25% Stakeholder Relationship Management - Develop and maintain strong relationships with key omni-channel stakeholders and business/initiative leaders across the enterprise
• 20% Test & Learn - Test and learn new and emerging omni-channel trends/opportunities that will help support frictionless customer experiences, drive our business and create competitive advantage

Direct Manager/Direct Reports:

• This position typically reports to Sr Manager, Media
• This position has 0 direct reports

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Customer-centric mindset: Focused on understanding and improving the end-to-end customer journey across channels
• Data-driven decision-making: Comfortable leveraging performance data and customer insights to optimize campaigns
• Experience with integrated marketing campaigns: Managing or contributing to campaigns that span multiple channels (email, SMS, direct mail, digital, etc.)
• Marketing technology fluency: Familiarity with CRM platforms, automation tools and analytics dashboards
• Creative problem-solver: Thrives in finding and implementing innovative solutions
• Results-oriented: Demonstrated ability to meet or exceed KPIs related to engagement, traffic, and sales
• Test-and-learn mindset: Experience running A/B tests and iterating based on results

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a master's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 5

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Decision Quality
• Collaborates
• Drives Engagement
• Ensures Accountability
• Plans and Aligns
• Communicates Effectively
• Customer Focus
• Develops Talent
• Drives Results
• Manages Conflict