The Challenge
Crate and Barrel needs a seasoned CRM leader to architect and execute customer lifecycle strategy across key business domains. You'll shape how millions of customers experience the brand while building and mentoring a high-performing team.
Your Mission
Audit current CRM strategy and identify 3-5 quick wins to improve customer lifetime value and retention metrics within assigned domains
Build trust with cross-functional leadership (Product, Engineering, Marketing) and establish governance framework for CRM program prioritization
Define 12-month CRM vision and strategy roadmap with clear KPIs tied to revenue, retention, and customer satisfaction outcomes
Assess team capabilities and create talent development plan, identifying hiring gaps and high-potential internal leaders
Launch 2-3 major CRM initiatives from ideation through execution, demonstrating measurable lift in CLV or email engagement metrics
Build personalization strategy and framework for assigned business domain with clear success metrics and technology requirements
Establish vendor management process and evaluate/negotiate partnerships that improve CRM execution and ROI
Present quarterly business reviews to executive stakeholders showcasing CRM impact on retention, revenue, and brand loyalty KPIs
KPIs You'll Own
Customer Lifetime Value (CLV)
Track revenue generated per customer across their entire relationship with Crate and Barrel.
Retention Rate
Measure percentage of customers retained period-over-period within assigned domains.
Email Engagement Rate
Monitor open, click, and conversion rates across CRM-driven email campaigns.
Program ROI
Calculate return on investment for major CRM initiatives launched during the year.
Team Development Index
Track promotions, skill development, and team retention within your CRM organization.
Tools & Stack
Your Team
Your Manager
VP or SVP of Marketing/Customer Experience (not specified)
Current Team
CRM program managers and managers (team size not specified, likely 5-15 people)
Likely backfill or growth; team composition to be assessed
The Package
Salary
$180K-$220K base
Remote
On-site Monday-Thursday from Northbrook, IL office; remote flexibility on Fridays
Benefits & Perks
Company Intelligence
Crate and Barrel is a major lifestyle retailer specializing in home furnishings and decor with significant omnichannel presence. The company serves millions of customers and operates both physical and digital channels, requiring sophisticated CRM strategy to drive lifelong customer relationships.
Customers
Millions of home decor and furnishings customers
Culture
Customer-centric, data-driven, collaborative cross-functional environment
Is This Role For You?
- You have 12+ years of CRM, marketing strategy, or customer experience work with proven ability to define and execute strategies that move revenue
- You've managed teams of 5+ people and have a track record of developing managers and building high-performing cultures
- You think in data and metrics—you don't make decisions without quantitative backing and you obsess over CLV, retention, and ROI
- You can communicate strategy to C-suite executives and influence cross-functional teams to execute your vision
- You have hands-on experience with marketing technology stacks and understand how tools enable (or constrain) CRM strategy
- You need 100% remote work—this is 4 days on-site minimum in Northbrook, IL
- You prefer hands-on execution over strategy and leadership; this role is about vision and team leadership, not running campaigns
- You lack management experience or aren't energized by mentoring and developing talent
- You haven't worked in B2C or direct-to-consumer environments; retail CRM dynamics differ significantly from B2B
Interview Process
Phone Screening
Initial conversation with recruiter on CRM background, team leadership experience, and interest in Crate and Barrel
Hiring Manager Round
Deep dive with VP/SVP on CRM strategy philosophy, examples of past initiatives, and approach to team building
Cross-functional Panel
Meet with Product, Engineering, and Marketing leaders to assess collaboration style and strategic alignment
Executive Presentation
Present a 30-min CRM strategy proposal for a hypothetical Crate and Barrel business domain to senior leaders
Final Executive Round
Conversation with C-level sponsor to discuss vision, culture fit, and executive presence
Interested in this role?
Apply now and hear back within days, not weeks.
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About CRM & Lifecycle Roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.