Director, CRM

We Go Beyond:

At Bed Bath & Beyond, we believe that everyone should “Be You!”. Bed Bath & Beyond is a community that upholds a culture of understanding, acceptance, and respect. We believe a person’s individuality, traits, beliefs, and characteristics should be valued and embraced. Living by this ethos is essential to the success of our business. Our goal is to foster a more inclusive environment where every employee visibly demonstrates inclusive behaviors and respect for individuals.

ESSENTIAL JOB DUTIES

• Lead CRM initiatives across brands, supporting strategies that drive repeat purchase behavior, active customer growth, revenue, loyalty, and increased lifetime value.
• Optimize Beyond’s customer database to enable measurable retention and reactivation outcomes.
• Manage lifecycle marketing automation and cross-channel campaign execution.
• Partner on the evolution of CDP/CRM infrastructure, influencing how, when, and what we communicate to customers.
• Build, mentor, and manage a high-performing, cross-functional CRM/Lifecycle team that is data‑driven and collaborative.
• Partner closely with the Customer Service team to leverage insights that improve both customer and agent experience.
• Combine customer data, analytics, insights, and research to identify opportunities for CRM program development.
• Support the development of a testing roadmap aligned to CRM strategy and company priorities.
• Collaborate with cross-channel partners to plan, forecast, and execute CRM programs across email, SMS, push, direct mail, and additional lifecycle channels.
• Recommend segmentation, targeting, lifecycle, and personalization tactics that enhance response, conversion, and marketing ROI.
• Drive personalization across email and site through audiences, journeys, and lifecycle stages.
• Bring the voice of the customer into key marketing and product development moments.
• Oversee email, SMS, push, and direct mail execution; influence loyalty, app, site, and performance marketing strategies tied to retention.
• Support martech and data governance initiatives in partnership with IT to continuously improve CRM capabilities.
• Establish and maintain best practices for database optimization and lifecycle orchestration.
• Measure, analyze, and report on CRM campaign and channel performance.
• Partner with insights and analytics teams to identify friction points, champion customer needs, and support CRM strategies that drive retention.
• Follow legal guidelines and serve as a key partner in ensuring privacy and data governance compliance.
• Perform other duties as required.

MINIMUM QUALIFICATIONS

Required Skills and Experience

• 7–10+ years of experience in CRM/Lifecycle marketing, with measurable impact on business outcomes; experience managing and developing a team.
• Proven ability to collaborate cross‑functionally and contribute to long‑term CRM strategy.
• Strong understanding of relational databases, ETL processes, and using diverse data structures to power customer communications; working knowledge of SQL preferred.
• Demonstrated success driving retention through lifecycle and CRM programs.
• Strong business acumen, customer empathy, and passion for customer journey mapping.
• Ability to translate complex concepts into clear communication for various audiences.
• Effective collaborator across matrixed teams.
• Strong financial, analytical, and problem‑solving skills; proficiency with Excel and MS Office.
• Positive, proactive leadership style with an interest in developing team members.
• Entrepreneurial mindset with the ability to adapt quickly in a fast‑paced retail environment.
• Understanding of holistic customer experience across all marketing channels.
• Passion for current and emerging marketing practices.

Education

• Bachelor’s degree in marketing or related field required.
• MBA or master’s degree is a plus.

Leadership Note

• Experience hiring and leading diverse teams

Physical Requirements

• Must be able to sit and/or stand for long periods of time.

Who We Are:

We’re a passionate group of collaborative problem solvers and creative innovators, working on cutting-edge technology. From building award-winning retail applications (with amazing AR functionality) to creating leading blockchain and machine learning technologies, each of us embodies a unique value and contributes a diverse perspective to the team.

What We Offer:  

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