Director Of Customer Relationship Management; Crm

MICRO CENTER is the nation’s leading computer and electronics big‑box retailer, offering more than 40,000 of the industry’s best technology products. For over 45 years, our success has been built on unmatched product expertise, a passion for innovation, and a deep commitment to exceptional customer service.

At Micro Center, Passion, Energy, and Commitment aren’t just words—they’re how we work, grow, and win together. We take pride in creating long‑term customer relationships and cultivating a workplace where associates are supported, empowered, and valued.

We are currently seeking a self-motivated, results oriented Director of Customer Relationship Management (CRM) . (This position is located in our Hilliard Ohio Home Office.)

About the Role

The Director of Customer Relationship Management leads the CRM and customer data strategy for a store-led, omnichannel retail organization, with responsibility for driving customer acquisition, retention, and lifetime value.

This role manages the customer lifecycle end to end using customer data, CRM platforms, and personalization to connect digital touchpoints (website, email, SMS) with in-store and online behavior , ensuring a seamless and consistent customer experience. Reporting to the Chief Marketing Officer, the Director partners closely with Stores, Merchandising, Marketing, Digital, E-commerce, IT, and Analytics to align customer engagement strategies with both store performance and digital growth.

What You’ll Do

Omnichannel CRM Strategy

• Define and execute a CRM strategy that drives store traffic, store and BOPIS conversion, and integrated omnichannel experiences
• Manage the customer lifecycle across acquisition, onboarding, engagement, retention, loyalty, and reactivation
• Align CRM programs with store promotions, merchandising strategies, digital campaigns, and seasonal retail initiatives
• Ensure the website and digital experiences support in-store, online, and omnichannel fulfillment options , including BOPIS

Customer Data Integrity, Segmentation & Insights

• Maintain the integrity of customer data across all retail and digital systems, ensuring accuracy, consistency, and reliability
• Manage customer de-duplication processes , identity resolution, and master customer records
• Establish and maintain strong data hygiene standards , including governance, validation, and ongoing quality monitoring
• Develop customer segments based on purchase behavior, channel engagement, geography, preferred store, and category affinity
• Partner with analytics teams to measure customer behavior and performance across in-store, digital, and omnichannel journeys
• Ensure compliance with privacy and data regulations (e.g., GDPR, CCPA)

Technology & Platform Management

• Manage CRM, marketing automation, loyalty, and customer data platforms (CDPs)
• Partner with IT, Digital, and E-commerce teams to integrate POS, e-commerce platforms, membership systems, and CRM
• Lead optimization of CRM and personalization technologies, including Bloomreach , to support omnichannel personalization and product discovery

Lifecycle Marketing, Personalization & Geo-Targeting

• Develop CRM-driven campaigns across email, SMS, push notifications, membership communications, and other owned channels
• Deliver personalized messaging and offers informed by channel behavior, purchase history, and location signals
• Use geo-targeting and store-preference data to drive store visits and online order reservations
• Leverage website behavior to guide customers toward stores, online reservations, or omnichannel fulfillment paths
• Establish test-and-learn frameworks to optimize personalization, cadence, and omnichannel conversion

Membership & Retention

• Lead or closely partner on retail membership program strategy and execution
• Develop initiatives that increase repeat purchases, visit frequency, and long-term customer value across channels
• Use CRM insights to re-engage lapsed customers and strengthen cross-channel loyalty

Team Leadership & Cross-Functional Collaboration

• Build, lead, and manage a high-performing CRM and lifecycle marketing team
• Serve as the CRM and customer data subject-matter expert across the organization
• Collaborate closely with Stores,…