CRM Director

  • Atlanta, Georgia, 30339

Purpose: As a critical role in our growth, the Director of CRM will formulate the Floor and Decor enterprise-level CRM strategies and lead execution of the program across the organization. Further, combine strategy, technology, and initiatives to manage and analyze customer data and interactions throughout the customer experience.

Minimum Eligibility Requirements:

  • Bachelor’s degree preferred
  • 7-10 years of relevant experience required or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company
  • Experience leading CRM (customer relationship management) strategy and technology, personalization, segmentation and digital marketing at enterprise scale
  • Ability to formulate strategic vision and focus teams on measured goals with problem-solving and team building skills
  • Experience utilizing digital platforms & technology to maximize customer experience regardless of channel to drive short- and long-term company results
  • Strong leadership, persuasion, analytical, and project management skills
  • Experience with Salesforce.com Sales and Marketing Cloud
  • Prefer experience with Scrum and agile IT development
  • Must be able to work with technical/analytical teams as well as creative concepts
  • Ability to work in a fast-paced environment with shifting priorities and tight deadlines
  • Understands the concepts of 1-1 marketing (personalization, segmentation)
  • Strong computer skills including Microsoft Office Suite
  • Excellent communication and presentation skills

Essential Job Functions:

  • Formulate strategy and lead execution of the CRM program across the organization. Combine strategy, technology, and initiatives to manage and analyze customer data and interactions throughout the customer experience
  • Identify and create systems/processes to better understand the customer via first party data and research and empower teams to act on learnings to drive significant business impact, including acquisition, conversion rate/velocity, retention/loyalty, and customer satisfaction
  • Engage with stakeholders to understand challenges/opportunities and champion CRM insights in discussions on new and innovative approaches to target customer segments, marketing plans, messaging and results measurement; deliver analysis and actionable insights to measure business impact of CRM campaigns and optimize for stronger business impact
  • Prepare and deliver presentations to represent CRM throughout all levels of the organization, including executives
  • Lead inclusive partnerships with key stakeholders across departments including IT, Ecommerce, PRO, Customer Care, Store Operations & Marketing, as well as Salesforce Steering Committee
  • Conceptualize original ideas that bring simplicity to complex CRM strategies; work with cross-functional partners to secure buy-in and ultimately launch live to customer
  • Oversight and vision to technical aspects of Salesforce Sales Cloud, Marketing Cloud & Commerce, including data migrations, data quality, systems integrations, and 3rd party applications
  • Partner with IT from idea to implementation, including translating customer models and business processes / requirements into Salesforce user stories, backlog prioritization and conducting UAT (user acceptance testing)
  • Bring forward industry norms and best practices to define standards and business rules for campaign and opportunity management in Salesforce, ensuring data integrity for reporting and customer segmentation
  • Be strongly data-centric, data-driven and model-oriented to provide both thought leadership and innovation to this strategic communication capability
  • Lead compliance with all appropriate Privacy, Information Security, Data Governance protocols and laws

Working Conditions (travel & environment)

  • Limited travel required including air and car

  • The noise level in the work environment is typically quiet to moderate.

PHYSICAL/SENSORY REQUIREMENTS

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Note:  Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law.  Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Equal Employment Opportunity:

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.

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Benefits & Rewards

  • Bonus opportunities at every level
  • Career advancement opportunities
  • Relocation opportunities across the country
  • 401k with discretionary company match
  • Employee Stock Purchase Plan
  • Referral Bonus Program
  • Corporate Discount Programs
  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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