Senior Manager, CRM Marketing

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. All 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.
• Our commitment to Diversity, Equality & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.

Our Corporate headquarters are in Dublin, CA. We have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2023 revenues of $20.4 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

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. This role is responsible for delivering data‑driven CRM strategies, insights, and opportunities in partnership with other Marketing and cross‑functional teams (IT, Stores, Merchandising) that drive measurable improvements in customer retention, lifetime value, and engagement.

In addition, a key focus of this role is managing the strategic relationship with CRM vendor and other data partners in conjunction with IT partners to ensure seamless execution, data integrity, and continuous innovation across Ross’s customer engagement ecosystem.

The base salary range for this role is $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. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

• 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)
• Developing Talent (for managers of people only, N/A for this role/level)
• Collaboration

Self

• Leading by Example
• Communicates Effectively
• Ensures Accountability and Execution
• Manages Conflict

Business

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

With Particular Emphasis On The Following Specific Position‑related Competencies

• Strategic CRM Leadership
• Technical & Analytical Proficiency
• Data‑Driven Decision Making
• Cross‑Functional & Vendor…