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Manager, CRM

CITY:  Columbus
REQ #:  104148
LOCATION NAME:  Home Office, Columbus
DEPARTMENT:  Marketing

The Manager, CRM is responsible for the design, development, and implementation of CRM efforts, including all programs and communications to the +27M loyalty member base. This position will provide subject matter expertise and leadership to ensure programs and initiatives are well-planned, well-communicated, and well-executed. The Manager, CRM will work directly with the Marketing team, Marketing Analytics, cross-functional partners, senior management, and external vendors to develop and execute the customer contact strategy and communication plan from strategic ideation through execution and analysis.


Reports To: Director CRM & Loyalty


Essential Duties and Responsibilities:

  • Develop integrated, best-in-class multi-channel contact strategies based on customer behavior that provide relevant, timely, response-driving messaging to customers
  • Continuously optimize CRM strategies and programs to drive sales, increase customer retention, and improve ROI by generating customer engagement, improving brand affinity, and meeting the changing needs/expectations of the customer
  • Initiate test & learn concepts to continue improving the customer experience and generate new sales drivers
  • Establish the annual and seasonal plans related to CRM as an integral component of the business planning process
  • Lead efforts related to segmentation, communication, and execution across direct mail and other CRM channels.
  • Lead direct reports, manage vendor partners, and ensure cross-functional collaboration to deliver flawless execution, including consistent, accurate, on-time, and on-budget programs
  • Refine processes to ensure capability and scalability to support the CRM marketing vision
  • Identify, recommend, and implement process improvements to enable automation and efficiency, segmentation enhancements, and triggered/multi-step campaign opportunities
  • Lead collaboration and ensure alignment across Marketing and cross-functional partners
  • Create and optimize the annual Rewards budget
  • Serve as a customer marketing expert for cross-functional projects and in strategic planning and design sessions


Required Skills:

  • Proven proficiency in managing customer-driven experiences, strategies, and programs from concept through implementation and optimizing thereafter
  • Ability to thrive in a highly quantitative, fast-paced environment with changing business needs
  • Innovative thinker with ability to synthesize data and blend with intuition and experience
  • High degree of initiative, personal responsibility, and ownership
  • Detail-oriented with strong organizational and project management skills
  • Superior process management skills with proven ability to identify and proactively solve problems
  • Ability to effectively prioritize and manage multiple projects simultaneously across the team while meeting deadlines; strong time management skills
  • Ability to work in a multi-team environment, in which various business owners and partners require support
  • Excellent verbal and written communication skills with the ability to influence at the leadership level and with cross-functional partners
  • Understanding of key metrics, financial analysis, ROI, etc.
  • Advanced understanding of the balance between business and customer needs



Strategic Thinking – Creates and effectively communicates long term vision. Keeps team’s work aligned to strategy. Creates and adjusts plans. Understands big picture to constructively challenge the status quo. Generates new ideas. Encourages innovation. Manages change effectively. Knows internal strengths and weaknesses.


Leading & Motivating – Models and supports DSW values. Assesses, identifies, retains, and develops talent. Builds complementary teams. Motivates, supports, and challenges associates. Resolves conflict. Makes tough decisions. Provides timely feedback. Works with and through others to exceed expectations of customers (internal/external)


Managing for Results – Produces sustainable results consistently. Holds team accountable. Recognizes and resolves complex problems. Understands underlying issues and addresses root causes. Measures, analyzes quantitative information, and presents it effectively. Seeks input from others. Makes timely decisions.




  • 5+ years of experience managing CRM programs in an information-based environment
  • Solid understanding and experience in marketing and business planning
  • 2+ years of experience leading, managing, and developing internal talent


Preferred Qualifications:

  • Retail experience strongly preferred



  • Undergraduate degree in Marketing; Master’s degree a plus


You must apply through our internal portal: 
click here

Why Choose A Career with Designer Brands?

Empowering associates and building strong teams poised to disrupt the retail and footwear landscape through positive change is at the core of who we are at Designer Brands.

  • Invested in helping our associates learn, develop, achieve and grow into strong leaders
  • Shared commitment to creating a culture fueled by engagement, excitement, optimism and fun
  • Dedicated to giving back and community involvement 

About Designer Brands:

Designer Brands Inc. is one of North America’s largest designers, producers and retailers of footwear and accessories. 

  • Designer Brands Inc. operates a portfolio of retail concepts in nearly 1,000 locations under the DSW Designer Shoe Warehouse, The Shoe Company, and Shoe Warehouse brands and operates leased locations in the U.S through its Affiliated Business Group. 
  • Designer Brands designs and produces footwear and accessories through Camuto Group, a leading manufacturer selling in more than 5,400 doors worldwide. 















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