Senior Manager, CRM Marketing

Overview

Our values start with our people, join a team that values you! Bring your talents to Ross, our leading off‑price retail chain with over 2,200 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high‑quality brands and on‑trend merchandise at extraordinary savings while providing a fun and exciting treasure hunt experience.

• Success. Our winning team pursues excellence while learning and evolving.
• Career growth. We develop industry‑leading talent because Ross grows when our people grow.
• Teamwork. We work together to solve the hard problems and find the right solution.
• Diversity, Equality & Inclusion. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger.

Base salary range: $121,000 – $198,700. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. Other rewards vary by position and location.

The Senior Manager, Marketing (CRM) will lead the marketing portions of the development, execution, and optimization of Ross's CRM platform, in addition to strategy & customer data platforms.

• Partner with teams to execute CRM strategy across lifecycle stages: acquisition, onboarding, retention, reactivation, and win‑back.
• Oversee customer segmentation, journey mapping, and contact strategy development using behavioral and transactional data.
• Manage day‑to‑day and strategic relationships with CRM vendors ensuring SLAs, roadmap alignment, and platform optimization.
• Partner with CRM vendor, IT and marketing partners to ensure accurate data ingestion, audience creation, campaign execution, and reporting across channels.
• Develop and maintain CRM dashboards and reporting tools to monitor campaign performance, customer KPIs, and program ROMI.
• Collaborate with CRM Vendor and Data Science to build and operationalize predictive models (e.g., churn, LTV, reactivation propensity).
• Drive CRM experimentation roadmap, designing A/B and multivariate tests across channels and customer cohorts.
• Work with IT to enhance platform integrations, automation workflows, and data governance.
• Ensure compliance with data privacy regulations and maintain high standards of data hygiene.
• Present strategic insights, forecasts, and performance readouts to senior leadership and cross‑functional stakeholders.

People

• Building Effective Teams (for managers of People and Projects)
• Collaboration
• Leading by Example
• Communicates Effectively
• Ensures Accountability and Execution
• Manages Conflict

• Business Acumen
• Plans, Aligns and Prioritizes
• Organizational Agility

Specific position‑related competencies:
Strategic CRM Leadership, Technical & Analytical Proficiency, Data‑Driven Decision Making, Cross‑Functional & Vendor Collaboration.

Required Qualifications

• 7+ years of experience in CRM, customer analytics, or lifecycle marketing roles.
• Bachelor's degree in Marketing, Statistics, Business, or related field; advanced degree preferred.
• Proven success in managing CRM platforms and vendor relationships, especially with Epsilon, Salesforce or similar data partners.
• Deep expertise in customer segmentation, predictive modeling, and campaign analytics.
• Strong proficiency in SQL, Tableau, or other BI tools.
• Experience with CDPs and ESPs.
• Ability to translate complex data into clear, actionable strategies and executive‑level narratives.
• Strong cross‑functional leadership and stakeholder management skills.

Preferred Qualifications

• Experience in retail or consumer brands with large‑scale customer databases.
• Familiarity with marketing attribution models and incrementality testing.
• Comfort with Python or R for advanced analytics.
• Experience managing CRM integrations into various marketing platforms.
• Ability to build and socialize CRM performance frameworks across technical and non‑technical teams.

Job requires ability to work in an office environment, primarily on a computer. Requires sitting,…