Manager CRM & Direct Marketing

About the position The Manager, CRM & Direct Marketing leads the strategic planning and execution of customer marketing programs across catalog, direct mail, and phone channels. This role is responsible for developing segmentation strategies, optimizing contact plans, managing campaign operations, and analyzing performance to drive customer retention, reactivation, and acquisition across both Direct and Retail channels. The ideal candidate is comfortable both diving into the details and connecting the dots to shape overall strategy.

Responsibilities

• Develop and manage audience segmentation strategies to ensure targeted, relevant and personalized communications across catalog, direct mail and phone campaigns.
• Optimize circulation depth, audience mix, and format selection to balance top-line growth and profitability.
• Partner with Store Operations on customer outreach initiatives, ensuring alignment on timing, targeting, and messaging.
• Oversee print-on-demand audience selections and analyze results.
• Lead the creation and execution of customer circulation and direct mail plans, managing to defined financial objectives and P&L targets.
• Design and execute multi-variable test plans to evaluate contact frequency, offer strategies, and creative treatments.
• Leverage statistical model scores and customer insights to refine targeting and improve response rates.
• Design and execute incrementality testing, ensuring accurate attribution and matchback methodologies.
• Develop and maintain robust reporting frameworks and dashboards that measure campaign effectiveness and ROI.
• Build and manage test and control segments to evaluate short- and long-term performance at a net contribution level.
• Maintain house file and prospect results databases, analyzing performance by segment, list, and offer to inform future campaign strategies.
• Synthesize findings into actionable insights and present recommendations to senior leadership and cross-functional partners.
• Manage all aspects of campaign setup, including audience delivery, print and bind instructions, coupon code requests, and offer accuracy.
• Oversee key external partnerships including merge-purge vendor, print vendors, statisticians/modeling partners, and catalog request fulfillment house.
• Ensure timely and accurate campaign setup and delivery across all vendor tools and systems.
• Partner closely with internal Print Production, Creative, and Finance teams to ensure flawless campaign execution.

Requirements

• Proven expertise in catalog and direct mail audience segmentation, circulation planning, and campaign analytics
• Proficiency with Direct Marketing financials and profit and loss calculations is required
• Strong analytical and problem-solving skills
• Statistically valid testing methodologies experience is required
• Strong communication and collaboration skills; able to translate complex data into clear business implications
• Excellent attention to detail with the ability to manage multiple priorities in a fast-paced environment.
• Collaborative team player with experience managing relationships across internal stakeholders and external marketing partners
• High energy, positive "can do" attitude and self motivated
• High degree of organization, accuracy and flexibility; detail oriented
• Strategic thinker who also enjoys diving into data and operational details
• 4-year bachelor's degree in Marketing or Business or Quantitative discipline required
• 6+ years experience in Direct Marketing/Multi Channel Industry encompassing Direct Mail circulation required
• Strong aptitude in MS Office tools, especially advanced Excel, Word and PowerPoint is required

Nice-to-haves

• Degree in statistics, mathematics or economics preferred.
• Knowledge of Unica is a plus
• SQL knowledge is a plus

Benefits

• Bonus eligible and flexible hybrid work arrangements.
• 401(k) retirement plan with discretionary match and tuition reimbursement.
• Medical, dental, vision, company paid LTD/STD, and generous amount of paid time off.
• Office includes amenities such as a café, fitness center, free parking and Red Line shuttle.
• Generous associate discount; group discounts on auto, pet and homeowner insurance.
• Discount Marketplace for travel, consumer products, food, auto buying, etc.
• Associate resource groups.

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