Senior Manager, CRM Operations

Crate & Barrel • Northbrook, IL • 5h ago

The Senior Manager, CRM Operations shapes the operational backbone of CRM - defining how work moves from insights to delivery of high-impact initiatives that align with strategic business & customer goals. The role ensures execution is accurate, scalable & consistently delivered with high quality across a complex environment. This leader drives operational excellence, shapes processes, and ensures CRM systems, teams, and workflows operate reliably in support of business and customer priorities. They partner closely with Customer, Product, Engineering, Analytics and Marketing teams to align execution with platform capabilities and strategic objectives.

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

A day in the life as a Senior Manager, CRM Operations...

Lead and manage a group of CRM operations specialists and/or managers, fostering a culture of innovation, collaboration, and high performance

Define and drive the operational strategy and execution framework for CRM strategies, ensuring requirements are translated into properly built and executable programs

Drive operational excellence by improving intake, prioritization, build, QA, and release processes across CRM teams

Establish and enforce operational standards, SLAs, and governance frameworks to ensure consistent execution quality

Ensure accurate and scalable audience building processes, including segmentation logic, eligibility rules, suppression frameworks, and data-driven targeting across CRM programs

Proactively identify and lead improvements across CRM functions, clearly communicating changes and enabling teams to operate through ambiguity

Build strong relationships and drive alignment across different teams and functions, establishing effective cross-functional teamwork and breaking down silos

Mentor and develop CRM operations talent, focusing on leadership development, capability building, and organizational growth

Collaborate with engineering and product leadership to define CRM platform requirements, system improvements, and technical roadmap priorities

Manage budgets, resource planning, hiring, and organizational structure for the CRM Operations team

Drive technical requirements for the future CRM and marketing technology stack, ensuring capabilities, data flows and execution systems are optimized for scalability and reliability

Drive operational decision-making across competing priorities, resource allocation, and execution risks

Communicate effectively with senior leadership regarding operational performance, progress, challenges, and opportunities

What you'll bring to the table...

Advanced knowledge of CRM operations including audience & build execution, technical architecture, and system configuration

Deep experience working with CRM platforms and marketing technology systems, including automation, segmentation tools and orchestration platforms

Strong leadership and organizational management skills, with proven experience building, mentoring, and managing high-performing teams

Deep understanding of campaign execution processes, including audience build, segmentation, personalization, QA and deployment Strong analytical skills with ability to interpret complex system, audience, and campaign data to drive operational improvements

Excellent strategic thinking, problem-solving, and execution skills, with the ability to handle complex operational assignments

Strong communication and stakeholder management skills, with the ability to influence senior leaders and cross-functional partners

Strong business acumen with the ability to translate strategic needs into effective operational processes & execution frameworks

Experience with resource planning, budget management, and strategic hiring

Strong problem-solving skills with ability to manage ambiguity and drive clarity in execution environments

We'd love to hear from you if you have...

8+ years of progressive experience in CRM Operations, Marketing Operations, or a related field

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

Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as "the Company". The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request. The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law. The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US. State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.

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