DIRECTOR OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

MICRO CENTER is the nations leading computer and electronics bigbox retailer, offering more than 40,000 of the industrys 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 arent just wordstheyre how we work, grow, and win together. We take pride in creating longterm 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 RoleThe 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 Youll DoOmnichannel CRM StrategyDefine and execute a CRM strategy that drives store traffic, store and BOPIS conversion, and integrated omnichannel experiencesManage the customer lifecycle across acquisition, onboarding, engagement, retention, loyalty, and reactivationAlign CRM programs with store promotions, merchandising strategies, digital campaigns, and seasonal retail initiativesEnsure the website and digital experiences support in-store, online, and omnichannel fulfillment options, including BOPISCustomer Data Integrity, Segmentation & InsightsMaintain the integrity of customer data across all retail and digital systems, ensuring accuracy, consistency, and reliabilityManage customer de-duplication processes, identity resolution, and master customer recordsEstablish and maintain strong data hygiene standards, including governance, validation, and ongoing quality monitoringDevelop customer segments based on purchase behavior, channel engagement, geography, preferred store, and category affinityPartner with analytics teams to measure customer behavior and performance across in-store, digital, and omnichannel journeysEnsure compliance with privacy and data regulations (e.g., GDPR, CCPA)Technology & Platform ManagementManage 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 CRMLead optimization of CRM and personalization technologies, including Bloomreach, to support omnichannel personalization and product discoveryLifecycle Marketing, Personalization & Geo-TargetingDevelop CRM-driven campaigns across email, SMS, push notifications, membership communications, and other owned channelsDeliver personalized messaging and offers informed by channel behavior, purchase history, and location signalsUse geo-targeting and store-preference data to drive store visits and online order reservationsLeverage website behavior to guide customers toward stores, online reservations, or omnichannel fulfillment pathsEstablish test-and-learn frameworks to optimize personalization, cadence, and omnichannel conversionMembership & RetentionLead or closely partner on retail membership program strategy and executionDevelop initiatives that increase repeat purchases, visit frequency, and long-term customer value across channelsUse CRM insights to re-engage lapsed customers and strengthen cross-channel loyaltyTeam Leadership & Cross-Functional CollaborationBuild, lead, and manage a high-performing CRM and lifecycle marketing teamServe as the CRM and customer data subject-matter expert across the organizationCollaborate closely with Stores, Merchandising, Marketing, Digital, E-commerce, IT, Analytics, and Customer SupportPerformance, Reporting & OptimizationDefine and track CRM and omnichannel KPIs including:Customer acquisition, retention, and lifetime value (CLV)Engagement and conversion across channelsBOPIS adoption and conversion ratesOnline-to-store attribution and influenced store salesStore visit frequency and omnichannel revenue contributionMonitor customer data quality and continuously improve accuracy and usabilityDeliver performance reporting and strategic insights to the CMO and executive leadershipContinuously refine CRM programs to improve omnichannel performance and customer experienceWhat Were Looking ForBachelors degree in Marketing, Business, Information Systems, or a related field (MBA or an advanced degree a plus)Experience in brick-and-mortar, omnichannel, or specialty retail812+ years of experience in CRM, lifecycle marketing, or customer experience in an omnichannel or retail environment35+ years of people management experienceHands-on experience with CRM, marketing automation, POS, membership programs, and customer data platforms (Bloomreach strongly preferred)Experience managing large-scale customer databasesExperience managing customer data quality, de-duplication, and data hygieneStrong analytical skills with the ability to connect customer insights to store, digital, and omnichannel performanceKey CompetenciesOmnichannel, customer-first mindsetStrong understanding of customer data, attribution, and segmentationExperience with personalization, geo-targeting, and lifecycle marketingData-driven decision makingCross-functional leadership and collaborationWork EnvironmentOn-site, 5 days per weekOccasional travel may be requiredBenefits That Support Your Growth and Well-Being:At Micro Center, were committed to taking care of our associates so they can thriveboth at work and in life. Our comprehensive benefits package includes:Medical, Dental & Vision Coverage for regular fulltime associatesCompetitive Employee Discount, including our Friends & Family Discount ProgramTuition Reimbursement and Education Savings Opportunities to support continuous learningPaid Time Off for regular associates to rest, recharge, and take care of what matters most401(k) Retirement Plan with Company Match to help you plan for the futureIndustryLeading Vendor and Company Training to build your skills and product expertiseClear Career Growth and Advancement Opportunities across the organizationWhy Micro CenterOur core promise is to take care of our associates and our customers. That commitment has guided our culture, our growth, and our success for more than four decadesand its what makes Micro Center a truly exceptional place to build your career.Micro Center is an Equal Opportunity Employer.#appcastEqual Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-02-12