CRM Omni-Channel Customer Engagement Manager

James and James is seeking a Senior-level CRM and Omni-Channel Customer Engagement Manager to own and optimize our direct-to-consumer e-commerce lifecycle across all customer touchpoints. This role is responsible for orchestrating email, SMS, paid media, and social engagement through a centralized CRM strategy—HubSpot expertise strongly preferred—with the primary goal of driving revenue, conversion, and lifetime value over time.

This position is ideal for someone experienced in high-ticket, high-consideration retail (such as premium furniture), who understands longer purchase cycles and the importance of coordinated, consistent messaging across channels.

What You’ll Be Doing:

· Own the end-to-end omni-channel customer lifecycle, from lead capture through conversion, post-purchase engagement, and long-term retention 

· Design and execute CRM-orchestrated engagement strategies across email, SMS, paid media, and social channels 

· Build and manage advanced segmentation, automation, and audience logic to support high-consideration purchasing behavior 

· Coordinate timing, messaging, and targeting across channels to increase conversion rates, average order value, repeat purchase, and lifetime value 

· Serve as the primary CRM owner and subject matter expert, ensuring HubSpot (preferred) and Salesforce are configured to support omni-channel execution and attribution 

· Partner closely with Marketing, Design, and Sales teams to align creative, messaging, and campaign sequencing 

· Ensure clean data, accurate attribution, and consistent audience definitions across CRM, ad platforms, and engagement tools 

· Operate effectively in a remote, cross-functional environment, managing priorities independently and proactively 

· Define, track, and report on core lifecycle and revenue KPIs, translating performance data into clear insights for senior leadership 

· Communicate campaign goals, progress, performance trends, and optimization opportunities to senior stakeholders

What You’ll Need:

· Bachelor’s degree in marketing, or a related field preferred.

· Expert-level experience with CRM platforms, including Salesforce and HubSpot (recent, hands-on HubSpot expertise strongly preferred) 

· Senior-level experience managing omni-channel DTC engagement programs tied directly to revenue outcomes 

· Proven ability to coordinate email, SMS, paid media, and social through CRM-driven strategy and segmentation 

· Demonstrated success optimizing conversion, retention, and lifetime value in e-commerce environments 

· Experience with high-ticket or high-consideration consumer products (e.g., premium furniture, luxury retail, custom goods) is a strong plus 

· Strong understanding of customer journeys, attribution, and cross-channel analytics 

· Self-starter with experience owning strategy through execution 

· Excellent communicator with experience presenting performance metrics and insights to senior leadership

What Success Looks Like:

· Omni-channel campaigns operate as a coordinated system, not disconnected tactics 

· CRM-driven audiences and automation materially improve revenue and conversion efficiency 

· Engagement strategies reflect the realities of longer consideration cycles 

· Leadership has clear, data-driven visibility into lifecycle performance and ROI

What We Offer:

· Competitive salary + performance-based incentives

· Comprehensive benefits package

· A dynamic, collaborative, and creative work environment

· Opportunities for professional growth and development 

· Open Paid Time Off