DIRECTOR OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Job Description

Job Description

MICRO CENTER is the nation’s leading computer and electronics big box retailer, offering more than 40,000 top technology products. For over 45 years, our success has been driven by unmatched expertise, a passion for innovation, and a steadfast commitment to exceptional customer service.

Joining Micro Center means more than working in retail—it’s an opportunity to be at the forefront of fast-growing tech, including edge AI, advanced 3D printing, robotics, and emerging maker solutions shaping the future.

At Micro Center, Passion, Energy, and Commitment aren’t just words—they’re how we work, grow, and win together. We take pride in creating long-term customer relationships and cultivating a workplace where associates are supported, empowered, and valued. Our teams play a hands-on role in bringing complex and cutting-edge solutions to life for our customers, making technology approachable and impactful every day.

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 Role

The 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 platform (Bloomreach), 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 You’ll Do

Omnichannel CRM Strategy

• Define and execute a CRM strategy that drives store traffic, store and BOPIS conversion, and integrated omnichannel experiences
• Manage the customer lifecycle across acquisition, onboarding, engagement, retention, loyalty, and reactivation
• Align CRM programs with store promotions, merchandising strategies, digital campaigns, and seasonal retail initiatives
• Ensure the website and digital experiences support in-store, online, and omnichannel fulfillment options , including BOPIS

Customer Data Integrity, Segmentation & Insights

• Maintain the integrity of customer data across all retail and digital systems, ensuring accuracy, consistency, and reliability
• Manage customer de-duplication processes , identity resolution, and master customer records
• Establish and maintain strong data hygiene standards , including governance, validation, and ongoing quality monitoring
• Develop customer segments based on purchase behavior, channel engagement, geography, preferred store, and category affinity
• Partner with analytics teams to measure customer behavior and performance across in-store, digital, and omnichannel journeys
• Ensure compliance with privacy and data regulations (e.g., GDPR, CCPA)

Technology & Platform Management

• Manage 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 CRM
• Lead optimization of CRM and personalization technologies, including Bloomreach , to support omnichannel personalization and product discovery

Lifecycle Marketing, Personalization & Geo-Targeting

• Develop CRM-driven campaigns across email, SMS, push notifications, membership communications, and other owned channels
• Deliver personalized messaging and offers informed by channel behavior, purchase history, and location signals
• Use geo-targeting and store-preference data to drive store visits and online order reservations
• Leverage website behavior to guide customers toward stores, online reservations, or omnichannel fulfillment paths
• Establish test-and-learn frameworks to optimize personalization, cadence, and omnichannel conversion

Membership & Retention

• Lead or closely partner on retail membership program strategy and execution
• Develop initiatives that increase repeat purchases, visit frequency, and long-term customer value across channels
• Use CRM insights to re-engage lapsed customers and strengthen cross-channel loyalty

Team Leadership & Cross-Functional Collaboration

• Build, lead, and manage a high-performing CRM and lifecycle marketing team
• Serve as the CRM and customer data subject-matter expert across the organization
• Collaborate closely with Stores, Merchandising, Marketing, Digital, E-commerce, IT, Analytics, and Customer Support

Performance, Reporting & Optimization

• Define and track CRM and omnichannel KPIs including:
• Customer acquisition, retention, and lifetime value (CLV)
• Engagement and conversion across channels
• BOPIS adoption and conversion rates
• Online-to-store attribution and influenced store sales
• Store visit frequency and omnichannel revenue contribution
• Monitor customer data quality and continuously improve accuracy and usability
• Deliver performance reporting and strategic insights to the CMO and executive leadership
• Continuously refine CRM programs to improve omnichannel performance and customer experience

What We’re Looking For

• Bachelor’s 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 retail
• 8–12+ years of experience in CRM, lifecycle marketing, or customer experience in an omnichannel or retail environment
• 3–5+ years of people management experience
• Hands-on experience with CRM, marketing automation, POS, membership programs, and customer data platforms ( Bloomreach strongly preferred)
• Experience managing large-scale customer databases
• Experience managing customer data quality, de-duplication, and data hygiene
• Strong analytical skills with the ability to connect customer insights to store, digital, and omnichannel performance

Key Competencies

• Omnichannel, customer-first mindset
• Strong understanding of customer data, attribution, and segmentation
• Experience with personalization, geo-targeting, and lifecycle marketing
• Data-driven decision making
• Cross-functional leadership and collaboration

Work Environment

• On-site, 5 days per week
• Occasional travel may be required

Benefits That Support Your Growth and Well-Being:

At Micro Center, we’re committed to taking care of our associates so they can thrive—both at work and in life. Our comprehensive benefits package includes:

• Medical, Dental & Vision Coverage for regular full‑time associates
• Competitive Employee Discount , including our Friends & Family Discount Program
• Tuition Reimbursement and Education Savings Opportunities to support continuous learning
• Paid Time Off for regular associates to rest, recharge, and take care of what matters most
• 401(k) Retirement Plan with Company Match to help you plan for the future
• Industry‑Leading Vendor and Company Training to build your skills and product expertise
• Clear Career Growth and Advancement Opportunities across the organization

Why Micro Center

Our 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 decades—and it’s what makes Micro Center a truly exceptional place to build your career.

Micro Center is an Equal Opportunity Employer.