Segmentation Manager ( CRM)

  • Atlanta, Georgia, 30339

Purpose:

As a critical role in understanding and activating our customer and market segmentations, the Segmentation Manager will formulate the Floor and Decor customer and market segmentation strategies. Further, the Segmentation Manager will empower teams across the organization to understand, action and measure impact of the segmentations. Further, own segmentation strategy, technology, research, and initiatives to improve the customer experience.

Minimum Eligibility Requirements:

  • Bachelor’s degree preferred
  • 5+ 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 segmentation strategy, technology (such as Salesforce and Tealium), research, and initiatives at enterprise scale
  • Ability to formulate and execute a segmentation plan to drive business impact; executing requires influencing and empowering teams across the organization
  • Expertise in Salesforce, Ad Tech and Mar Tech ecosystem, with emphasis on incorporating 1st and 3rd party data for enhanced prospecting and remarketing across all channels leveraging a Customer Data Platform (CDP) such as Tealium
  • Strong understanding of the technology and data required to power the right person, right message, right place and right time vision.
  • Experience partnering with IT and Database stakeholders to move technical projects forward, including drafting technical requirements associated with segmentation builds
  • Experience using digital platforms, technology, and data mapping to maximize customer experience regardless of channel to drive short- and long-term company results
  • Experience leading market research end-to-end, including conception, execution, and actioning results
  • Strong drive for improvement and ownership with a passion for project management
  • Proven success in persuading technical and non-technical partners to understand and action your recommendations
  • Must be able to work with technical/analytical teams as well as creative and messaging concepts
  • Ability to work in a fast-paced environment with shifting priorities, tight deadlines and a “no finish line” mentality
  • Understands and champions 1-1 marketing (personalization, segmentation, relevance)
  • Strong computer skills including Microsoft Office Suite
  • Excellent communication and presentation skills

Essential Job Functions:

  • Formulate and lead the Floor and Decor customer and market segmentation strategies and execution to drive significant business impact throughout the funnel, including via acquisition, conversion rate/velocity, retention/loyalty, and customer satisfaction
  • Develop and own segmentation plans from idea to launch, including orchestrating technology, executing research, creating systems/processes, and leading initiatives to improve the customer experience based on first party (CRM), market insights and model-driven or predictive insights
  • Champion first party (CRM) and market insights to educate the organization and drive action
  • Persuade and empower teams across the organization to understand, action and measure impact of segmentations and CRM/market research findings
  • Partner with stakeholders to understand challenges/opportunities with segmentation, including developing a detailed and technical understanding of each area’s capability to action information; develop actionable plans, including ownership of data transfers and measurement systems to maximize potential segmentation and drive results
  • Champion first party (CRM) and market insights in discussions on existing & new approaches to target customer segments, including guiding paid media, email, marketing, regional, content and creative teams on segmentation opportunities via marketing campaign planning, messaging creation, and creative versioning at scale
  • Oversight and strong command over technical aspects of segmentation, including drafting technical requirements associated with segmentation builds, creating data flows and systems integrations via technology like Salesforce Sales Cloud, Marketing Cloud, Tealium, digital advertising platforms, etc.
  • Lead market research for the company end-to-end, including conception, execution, and presenting results to all levels of the company so that they are equipped to act on the provided insight; this spans sophisticated research such as annual brand tracker studies all the way to quick-turn internally-driven surveys
  • Partner with agencies and analytics team to deliver analysis and actionable insights from segmentation plans to measure and optimize for stronger business impact
  • Foster inclusive partnerships with key stakeholders across departments including marketing (paid media, email, content, creative, regional, etc.), advertising, sales, ecommerce, IT, research, analytics, store operations, finance, and real estate, as well as the Salesforce steering committee
  • Prepare and deliver presentations to represent first party (CRM) and market insights throughout all levels of the organization
  • Proactively bring forward industry norms and best practices to build a best-in-class approach to segmentation
  • Be strongly data-centric, data-driven and model-oriented to provide both thought leadership and innovation to this strategic communication capability
  • Facilitate compliance with all appropriate Privacy, Information Security, Data Governance protocols and laws
  • Partner with IT to define and action data needs for segmentation, including story mapping, requirements, and UAT (user-acceptance testing)

Working Conditions (travel & environment)

  • Limited travel required including air and car travel.
  • While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles. 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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