CB2 · 21 hours ago
Director, CRM Programs and Operations
United States
Full-time
Remote
Director/Executive
12+ years expCB2 is a company that inspires purpose-filled living through high-quality home furnishings. The Director, CRM Programs is responsible for defining and championing the CRM strategy and vision, leading a team to drive business growth and ensure a cohesive customer experience across brands.
E-CommerceFurnitureHome DecorRetail
Responsibilities
Define and champion the overall customer strategy, lifecycle strategies, and CRM vision for assigned business domains, ensuring alignment with overall business objectives and market opportunities
Lead, mentor, and manage a team of CRM Program team members and managers, fostering a high-performance culture and developing talent
Drive strategic planning and collaboration with cross-functional partners, including Product Management, Engineering, Analytics, and Marketing, to ensure a cohesive customer experience
Oversee the end-to-end delivery of major CRM initiatives, ensuring effective execution from ideation through launch and iteration
Establish clear and measurable Key Performance Indicators (KPIs) that track the success of CRM efforts within the domain and inform strategic decisions, focusing on outcomes like customer lifetime value and retention
Lead executive-level meetings and conversations, effectively communicating CRM strategy, progress, and insights
Work autonomously to define and prioritize program journeys and initiatives across the domain
Champion a data-driven and customer-centric approach to CRM, ensuring all efforts meet customer needs and achieve business goals by leveraging quantitative data analysis to find insights
Identify and evaluate strategic partnerships and manage key vendor relationships
Qualification
Required
Expertise in CRM best practices, strategic frameworks, and portfolio management
Proven ability to define and execute successful CRM strategies that drive business growth and customer value in a complex domain
Strong people leadership skills with experience building, mentoring, and managing high-performing teams
Exceptional strategic thinking, problem-solving, and data analysis capabilities for data-driven decision-making
Exceptional communication and collaboration skills, including the ability to articulate a clear vision and influence senior executives and diverse stakeholders to achieve buy-in
Deep understanding of how marketing technology aligns with and enables CRM strategy
Strong business acumen and a deep understanding of the customer relationship model
Proven experience with budget management, resource planning, and strategic hiring
The ability to define and drive the personalization strategy for a business domain
12+ years of progressive experience in CRM Strategy, Marketing Strategy, Customer Experience, or Consumer Insights
5+ years of experience in a management role, with a proven track record of leading and developing teams and/or other managers
Master's degree (or equivalent practical experience)
Proven track record of successfully leading and delivering large-scale, complex CRM initiatives
Company
CB2
CB2 is an online platform that offers a wide selection of furniture and decor products for modern homes.
501-1000 employees
Funding
Current Stage
Late StageRecent News
Mario Capasa
2025-10-20
2025-10-16
2025-10-09
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