Support Center - Irving
The CRM Program Manager will be responsible for creating and leading the CRM program for the MakerPlace by Michaels business, a new online marketplace for authentically handmade goods. This role will lead the development, implementation and on-going optimization of the overall CRM strategy and plans spanning both sellers and buyers. The ideal candidate will have deep experience in developing and implementing CRM strategies spanning multiple audiences and journey types and working across departments including marketing, data science and technology to create and scale programs.
$ads={1}
The role is part of a small, agile-based CRM team that is accelerating marketing personalization at Michaels – a key initiative of the company with high visibility with Executive Leadership. This person will also be a key member of the team that launches the new Makerplace by Michaels business, creating the foundation to grow and scale this important company initiative. This position is highly visible and “hands-on” and the ideal candidate with have a demonstrated balance of strategic thinking, leadership and technical skills.
Define the CRM strategy spanning buyers and sellers
Define the CRM strategy and plan for MakerPlace seller ramp-up and on-going engagement
Define the CRM strategy and plan for MakerPlace buyer ramp-up and on-going engagement
Secure input and alignment to the strategy and priorities across the MakerPlace business team and key stakeholders
Lead CRM program implementation & on-going optimization
Lead the multi-functional team to create, automate and optimize the MakerPlace CRM program. This will include defining requirements and partnering with the product and data science teams to implement the program and improve its effectiveness over time leveraging data, predictive science, and technology.
Deliver solution-based recommendations when issues arise to keep the program on track
Manage project budget inclusive of outlining recommended resource allocation by quarter, helping drive the budget approval process, processing invoices, onboarding new vendors as needed, etc.
Lead the development and execution of an on-going test & learn framework to drive continuous innovation across the MakerPlace CRM program.
Drive on-going alignment on project plans, priorities and deliverables among the business team, technology and other key stakeholders
Project Management
Manage multiple project timelines in parallel inclusive of providing a daily project status, keeping owners accountable for deliverables and deadlines and escalating any risks or dependencies. Projects will span across departments and deliverables including Tech, Data Science, Marketing, and the MakerPlace business team.
Build detailed project plans and timelines for all tactics on the MakerPlace roadmap
Generate bi-weekly dashboard on project status for stakeholder meetings
Outline meeting agendas, capture note and share recaps
Responsible for creating a Project Document Repository (e.g Sharepoint) to house the key documents
Marketing & CRM
Collaborate with the Michaels CRM team to identify synergies and opportunities spanning the Michaels and MakerPlace CRM programs
Lead team stand up meetings acting as Scrum Master - keep track of progress and roadblocks as well sending recaps following the meeting
Manage the onboarding of new vendors inclusive of setting up kickoffs, routing through legal and finance, coordinated project plans, etc.
Act as the “glue” to hold all of the pieces together across groups and in a fluid, fast moving environment.
Minimum Education
Bachelor’s degree in Business, Marketing or in a related field
Experience leading the development of strategic CRM programs
Experience with agile project management
Experience setting up and using project management software i.e. Tello, Jira, MS Project, etc.
8#43; years of CRM experience, including proven success in leading CRM strategy and program implementation
Proven ability to drive results in agile-based and fast-paced environments
Experience collaborating effectively with product, data science and tech teams to execute plans, implement technology and scale science
Outstanding drive for results and sense of accountability for outcomes
Ability to manage longer running processes and projects
Ability to keep these on the radar and ensure progress is being made, even if not a current, urgent/burning item.
Proactive, solution-oriented strategic thinker comfortable with decision making
Ability to prioritize own work, as well as the team’s work, based business objectives and relative urgency in the organization
Excellent communication and facilitation skills
Incredibly organized with strong interpersonal and communication skills
Minimum Experience and Skills
Experience with sharepoint
Experience in mass retail industry
salary range 79,200-143,000
#LI-RM1
Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.
For nearly 50 years, Michaels has been the destination where Makers get inspired, learn, shop, and create. We strive to cultivate an inclusive shopping environment for all Makers and work environment for all Team Members, providing a place of belonging and empowering everyone to bring their creative dreams to life. At Michaels, every Team Member is encouraged to hone their craft with opportunities for personal and professional growth. From our Stores and Distribution Centers to Artistree and our Support Center, our best-in-class team is passionate about leaving the world a better, more creative place by contributing to every “make”.
Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.
Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).
EEOC Know Your Rights Poster in English
EEOC Know Your Rights Poster in Spanish
EEOC Poster Optimized for Screen Readers
Federal FMLA Poster
Federal EPPAC Poster
$ads={2}
