Senior Manager, CRM Programs

The Senior Manager, CRM Programs shapes the strategic direction of CRM, defining how customer opportunities are translated into meaningful experiences that align with business and customer goals. This role identifies the greatest opportunities, defines the vision and approach to address them, and establishes the roadmap, priorities, and success measures that guide CRM initiatives across their domain. This leader translates customer insights, business priorities, and CRM best practices into scalable customer strategies and experiences.

They partner closely with CRM Operations to ensure strategic direction is translated into executable programs while collaborating with Product, Engineering, Analytics and Marketing teams to assess capabilities, prioritize future enhancements, and evolve to support changing customer and business needs.

• This is an on-site position (Monday through Thursday) based out of our Northbrook, IL offices with the flexibility to work remotely on Fridays.
• This role is an People Leader position

• Define the customer strategy and activation approach across CRM initiatives, establishing the vision, roadmap, KPIs, success measures, and capability priorities that drive customer and business outcomes
• Identify the highest-value customer opportunities through customer insights, business priorities, and performance analysis, translating opportunities into actionable CRM strategies
• Assess current CRM capabilities, identify future business and customer needs, and partner with Product, Engineering, Analytics, Marketing Technology, and CRM Operations to define business requirements and prioritize platform capabilities and product backlogs that enable future customer experiences
• Partner closely with CRM Operations to translate customer strategies into executable programs, ensuring customer experience goals, business requirements, and success measures are clearly defined for scalable, high-quality delivery
• Establish how CRM programs come to life by determining target audience(s), messaging strategy, channel mix, experimentation approach and capability requirements
• Champion CRM best practices and continuously evolve customer strategies by incorporating performance insights, industry trends, emerging capabilities, and customer feedback
• Build strong relationships and drive alignment across CRM, Product, Engineering, Analytics, Business and Marketing teams, establishing effective cross-functional partnerships and breaking down organizational silos
• Lead and manage a group of CRM program managers and/or strategists, fostering a culture of innovation, collaboration, and high performance
• Collaborate with Product and Engineering leadership to influence CRM platform direction, prioritize enhancements, and ensure technology roadmaps support evolving customer and business needs
• Establish and monitor KPIs that measure customer, business, and program performance, using insights to optimize customer strategies, inform roadmap priorities, and identify future opportunities
• Drive decision-making across competing priorities, balancing customer value, business impact, capability readiness, and organizational priorities

• Advanced knowledge of CRM strategy, customer lifecycle management, personalization, segmentation, and omnichannel engagement best practices
• Deep experience translating customer insights, business objectives, and performance data into customer strategies, roadmaps, and measurable outcomes
• Experience assessing CRM and marketing technology capabilities, identifying business needs, and partnering with cross-functional teams to prioritize platform enhancements and product backlogs
• Strong leadership and organizational management skills, with proven experience building, mentoring, and managing high-performing teams
• Strong analytical skills with the ability to interpret customer, campaign, and business performance data to identify opportunities and develop actionable recommendations
• Excellent strategic thinking, problem-solving, and execution skills, with the ability to lead complex, cross-functional initiatives from concept through delivery
• Strong communication and stakeholder management skills, with the ability to influence senior leaders and align cross-functional partners around a shared customer vision
• Strong business acumen with the ability to translate customer and business needs into effective CRM strategies
• Strong problem-solving skills with the ability to manage ambiguity and drive clarity across complex business environments

• 8+ years of progressive experience in CRM Strategy, Marketing Strategy, or a related field with 3+ years of experience in a management role, with a proven track record of successfully leading and delivering large-scale, complex initiatives
• Bachelor s degree in marketing, business administration, communications, data analytics, or equivalent work experience