Senior Director, CRM (Customer Relationship Management)

Purpose

The Sr Director of CRM (Customer Relationship Management) is responsible for formulating and executing strategies to understand our complex customer base and consumer market and act on those learnings to drive business growth through segmentation, Lifecycle Marketing and beyond.  They are responsible for understanding long-term and near-term company growth objectives and translating those into well-defined CRM and Marketing projects. Further, they will combine strategy, technology, resources and initiatives to lead execution of the CRM program across the entire organization. The Sr Director of CRM will have a laser focus on segmentation, personalization and loyalty. They will manage internal and external teams and partners, including agency, technology and vendor partners, to execute multiple projects simultaneously and efficiently and ultimately drive business results.

Minimum Eligibility Requirements

• Bachelor’s degree in Marketing, Communications, Business, Information Technology, Computer Science or related field
• 10 years of progressive, relevant experience in CRM, marketing, technology or an equivalent combination of education and experience to perform the essential functions of the job
• Experience creating, implementing and leading CRM (customer relationship management) strategy and technology, personalization, segmentation, loyalty and targeted marketing at enterprise scale
• Experience managing Lifecycle Marketing (email, text, app) programs in-house
• Strong knowledge of CRM, market research, and segmentation including best practices, technology and emerging trends; technology experience to include expertise in the Salesforce suite of products and the AdTech and MarTech ecosystem including utilization of customer data to enhance all marketing channels (media, website and 1-to-1 communications such as email) and leveraging a Customer Data Platform (CDP) such as Tealium
• Excellent problem-solving, collaboration, and team building skills
• Demonstrated ability to exceed goals and drive progressive business results by leading and executing CRM programs and persuading and partnering with cross-functional teams to execute
• Demonstrated ability to succeed in a fast-paced, high growth environment with shifting priorities, limited resources and tight deadlines; retail experience is a plus
• Excellent leadership, delegation and organizational skills to plan, prioritize, and handle multiple projects simultaneously across internal teams and departments and agencies
• Strong critical thinking and analytical skills to proactively challenge and change to maximize output
• Strong interpersonal skills to build effective, inclusive and collaborative working relationships with cross-functional teams
• Excellent written and verbal communication, persuasion, and presentation skills including ability to create and present executive-level and large group presentations
• Proven at driving business growth through customer insight and action for both B2C (business-to-consumer) and B2B (business-to-business) divisions
• Proven skill in building cohesive, strong teams and growing leaders across internal and external teams
• Ability to formulate strategic vision and focus teams on measured goals with problem-solving and team building skills
• Fluent in market research including the ability to execute quick-turn in-house studies to guide decisions across the organization as well as lead large, comprehensive research projects informing strategies
• Deep and comprehensive understanding of 1-to-1 marketing (personalization, segmentation) including proven ability to formulate, execute, measure and optimize at scale
• Excellent customer service skills and ability to work in a fast-paced environment with shifting priorities, tight deadlines and a “no finish line” mentality
• Strong analytical skills, including using business intelligence systems such as PowerBI for decisioning
• Proven success in working with all different levels and functional areas of a business
• Prefer experience with Scrum and agile IT development
• Strong computer skills including Microsoft Office Suite

Essential Functions

• Formulate strategy for and lead execution of the CRM program across the organization. Combine strategy, technology, and initiatives to manage and analyze customer data and interactions throughout the customer experience
• Identify and create systems/processes to better understand the customer via first party data and research and empower teams to act on learnings to drive significant business impact, including acquisition, conversion rate/velocity, retention/loyalty, and customer satisfaction
• Engage with stakeholders to understand challenges/opportunities and champion CRM insights in discussions on new and innovative approaches to target customer segments, marketing plans, messaging and results measurement; deliver analysis and actionable insights to measure business impact of CRM campaigns and optimize for stronger business impact
• Prepare and deliver presentations to represent CRM throughout all levels of the organization, including executives; bring simplicity to complex CRM strategies
• Build a strong and trusted enterprise-wide relationship with Salesforce senior leaders and account team, including scoping and negotiating contracts and securing strategic and tactical support to create a best-in-class CRM program
• Lead the Lifecycle Marketing (email, text, app) team, including strategic planning and in-house execution
• Be the company go-to for all things customer and market segmentation and personalization, including thought leadership and innovation as well as feasible and vetted solutions that are technology-driven and data-oriented; guide and support our marketing teams, including individual marketing channel owners, and sales teams, in launching improved customer experiences to further our segmentation and personalization goals
• Oversight and vision to the Marketing department's technology stack and integrations to maximize business impact, including vendor selection, negotiation and management, cross-platform integrations, including data migrations, data quality and controls, systems integrations, and 3rd party applications
• Partner with IT from idea to implementation, including translating corporate goals and CRM vision and initiatives into well-defined projects and business requirements; further, represent and deliver on the IT and technical needs of the entire Marketing department as the go-to leader for our IT team
• Efficiently and quickly answer the organization’s questions about our customers, including balancing time, capability and resource constraints such as determining when to leverage first party data, when to create/capture new first party data, when to leverage market research, etc.; this will include assimilating large amounts of data, interrogating the data to answer our company’s most pressing questions, and sharing findings to demonstrate how results will address business objectives
• Lead end-to-end design, execution and dissemination of market research and analytics projects (primary and secondary, qualitative and quantitative research), while cultivating strong relationships internally and with agencies to understand and action findings. Work with analytics teams to employ a wide range of research models (e.g., sector analysis, customer values, perceptual and customer journey mapping, market segmentation, market mix modeling, etc.)
• Lead inclusive partnerships with key stakeholders across departments including IT and Information Security, Ecommerce, PRO, Design Services, Customer Care, Store Operations, Marketing (incl Media, Brand and Creative), Investor Relations, Legal, and Real Estate as well as cross-functional committees
• Lead, manage and develop and mentor associates including direct reports, our team, agencies, and key partners within and beyond the Marketing department
• Lead compliance with all appropriate Privacy, Information Security, Data Governance protocols and laws

Working Conditions (travel, hours, environment)

• Occasional travel required including air and car travel

• While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles.  The noise level in the work environment is typically quiet to moderate.

Physical/Sensory Requirements

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.

Note:  All duties and responsibilities listed are considered to be essential job functions and requirements, and are subject to possible modification to reasonably accommodate individuals with disabilities.  Marginal functions of the position (those that are incidental to the performance of fundamental job duties) have not been included.   However, the omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to the position.

This job description does not constitute an employment agreement between the employer and the employee, and is subject to change by the employer as the needs of the business and requirement of the job change.

Benefits & Rewards

• Bonus opportunities at every level

• Career advancement opportunities

• Relocation opportunities across the country

• 401k with discretionary company match

• Employee Stock Purchase Plan

• Referral Bonus Program

• Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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Equal Employment Opportunity

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.