Hispanic Alliance for Career Enhancement
Senior Manager, CRM Marketing
Hispanic Alliance for Career Enhancement, Dublin, California, United States, 94568
Our values start with our people, join a team that values you!
Bring your talents to Ross, our leading off-price retail chain with over 2,200 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on‑trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.
As part of our team, you will experience:
Success.
Our winning team pursues excellence while learning and evolving
Career growth.
We develop industry leading talent because Ross grows when our people grow
Teamwork.
We work together to solve the hard problems and find the right solution
Our commitment to Diversity, Equality & Inclusion, and our community.
We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.
Our Corporate headquarters are in Dublin, CA; we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2023 revenues of $20.4 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.
GENERAL PURPOSE The Manager, Marketing (CRM) will lead the marketing portions of the development, execution, and optimization of Ross's CRM platform, in addition to strategy & customer data platforms. This role is responsible for delivering data-driven CRM strategies, insights, and opportunities in partnership with other Marketing and cross‑functional teams (IT, Stores, Merchandising) that drive measurable improvements in customer retention, lifetime value, and engagement. In addition, a key focus of this role is managing the strategic relationship with CRM vendor and other data partners in conjunction with IT partners to ensure seamless execution, data integrity, and continuous innovation across Ross’s customer engagement ecosystem.
The base salary range for this role is $121,000 - $198,700. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.
ESSENTIAL FUNCTIONS
Partner with teams to execute CRM strategy across lifecycle stages: acquisition, onboarding, retention, reactivation, and win‑back
Oversee customer segmentation, journey mapping, and contact strategy development using behavioral and transactional data
Manage day‑to‑day and strategic relationships with CRM vendors ensuring SLAs, roadmap alignment, and platform optimization
Partner with CRM vendor, IT and marketing partners to ensure accurate data ingestion, audience creation, campaign execution, and reporting across channels
Develop and maintain CRM dashboards and reporting tools to monitor campaign performance, customer KPIs, and program ROMI
Collaborate with CRM Vendor and Data Science to build and operationalize predictive models (e.g., churn, LTV, reactivation propensity)
Drive CRM experimentation roadmap, designing A/B and multivariate tests across channels and customer cohorts
Work with IT to enhance platform integrations, automation workflows, and data governance
Ensure compliance with data privacy regulations and maintain high standards of data hygiene
Present strategic insights, forecasts, and performance readouts to senior leadership and cross‑functional stakeholders
COMPETENCIES People
Building Effective Teams (for managers of People and Projects)
Developing Talent (for managers of people only)
Collaboration
Self
Leading by Example
Communicates Effectively
Ensures Accountability and Execution
Manages Conflict
Business
Business Acumen
Plans, Aligns and Prioritizes
Organizational Agility
Specific position‑related competencies
Strategic CRM Leadership
Technical & Analytical Proficiency
Data-Driven Decision Making
Cross-Functional & Vendor Collaboration
QUALIFICATIONS AND SPECIAL SKILLS REQUIRED REQUIRED QUALIFICATIONS
5+ years of experience in CRM, customer analytics, or lifecycle marketing roles
Bachelor's degree in Marketing, Statistics, Business, or related field; advanced degree preferred
Proven success in managing CRM platforms and vendor relationships, especially with Epsilon, Salesforce or similar data partners
Deep expertise in customer segmentation, predictive modeling, and campaign analytics
Strong proficiency in SQL, Tableau, or other BI tools
Experience with CDPs and ESPs
Ability to translate complex data into clear, actionable strategies and executive-level narratives
Strong cross‑functional leadership and stakeholder management skills
PREFERRED QUALIFICATIONS
Experience in retail or consumer brands with large-scale customer databases
Familiarity with marketing attribution models and incrementality testing
Comfort with Python or R for advanced analytics
Experience managing CRM integrations into various marketing platforms
Ability to build and socialize CRM performance frameworks across technical and non‑technical teams
PHYSICAL REQUIREMENTS/ADA Job requires ability to work in an office environment, primarily on a computer. Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc. Consistent timeliness and regular attendance. Vision requirements: Ability to see information in print and/or electronically. This role requires regular in‑office presence, including to engage in in‑person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback. However, this role can perform duties effectively using a combination of in‑office and remote work.
SUPERVISORY RESPONSIBILITIES Estimated 2 team members
DISCLAIMER This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion. Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.
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Bring your talents to Ross, our leading off-price retail chain with over 2,200 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on‑trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.
As part of our team, you will experience:
Success.
Our winning team pursues excellence while learning and evolving
Career growth.
We develop industry leading talent because Ross grows when our people grow
Teamwork.
We work together to solve the hard problems and find the right solution
Our commitment to Diversity, Equality & Inclusion, and our community.
We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.
Our Corporate headquarters are in Dublin, CA; we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2023 revenues of $20.4 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.
GENERAL PURPOSE The Manager, Marketing (CRM) will lead the marketing portions of the development, execution, and optimization of Ross's CRM platform, in addition to strategy & customer data platforms. This role is responsible for delivering data-driven CRM strategies, insights, and opportunities in partnership with other Marketing and cross‑functional teams (IT, Stores, Merchandising) that drive measurable improvements in customer retention, lifetime value, and engagement. In addition, a key focus of this role is managing the strategic relationship with CRM vendor and other data partners in conjunction with IT partners to ensure seamless execution, data integrity, and continuous innovation across Ross’s customer engagement ecosystem.
The base salary range for this role is $121,000 - $198,700. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.
ESSENTIAL FUNCTIONS
Partner with teams to execute CRM strategy across lifecycle stages: acquisition, onboarding, retention, reactivation, and win‑back
Oversee customer segmentation, journey mapping, and contact strategy development using behavioral and transactional data
Manage day‑to‑day and strategic relationships with CRM vendors ensuring SLAs, roadmap alignment, and platform optimization
Partner with CRM vendor, IT and marketing partners to ensure accurate data ingestion, audience creation, campaign execution, and reporting across channels
Develop and maintain CRM dashboards and reporting tools to monitor campaign performance, customer KPIs, and program ROMI
Collaborate with CRM Vendor and Data Science to build and operationalize predictive models (e.g., churn, LTV, reactivation propensity)
Drive CRM experimentation roadmap, designing A/B and multivariate tests across channels and customer cohorts
Work with IT to enhance platform integrations, automation workflows, and data governance
Ensure compliance with data privacy regulations and maintain high standards of data hygiene
Present strategic insights, forecasts, and performance readouts to senior leadership and cross‑functional stakeholders
COMPETENCIES People
Building Effective Teams (for managers of People and Projects)
Developing Talent (for managers of people only)
Collaboration
Self
Leading by Example
Communicates Effectively
Ensures Accountability and Execution
Manages Conflict
Business
Business Acumen
Plans, Aligns and Prioritizes
Organizational Agility
Specific position‑related competencies
Strategic CRM Leadership
Technical & Analytical Proficiency
Data-Driven Decision Making
Cross-Functional & Vendor Collaboration
QUALIFICATIONS AND SPECIAL SKILLS REQUIRED REQUIRED QUALIFICATIONS
5+ years of experience in CRM, customer analytics, or lifecycle marketing roles
Bachelor's degree in Marketing, Statistics, Business, or related field; advanced degree preferred
Proven success in managing CRM platforms and vendor relationships, especially with Epsilon, Salesforce or similar data partners
Deep expertise in customer segmentation, predictive modeling, and campaign analytics
Strong proficiency in SQL, Tableau, or other BI tools
Experience with CDPs and ESPs
Ability to translate complex data into clear, actionable strategies and executive-level narratives
Strong cross‑functional leadership and stakeholder management skills
PREFERRED QUALIFICATIONS
Experience in retail or consumer brands with large-scale customer databases
Familiarity with marketing attribution models and incrementality testing
Comfort with Python or R for advanced analytics
Experience managing CRM integrations into various marketing platforms
Ability to build and socialize CRM performance frameworks across technical and non‑technical teams
PHYSICAL REQUIREMENTS/ADA Job requires ability to work in an office environment, primarily on a computer. Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc. Consistent timeliness and regular attendance. Vision requirements: Ability to see information in print and/or electronically. This role requires regular in‑office presence, including to engage in in‑person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback. However, this role can perform duties effectively using a combination of in‑office and remote work.
SUPERVISORY RESPONSIBILITIES Estimated 2 team members
DISCLAIMER This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion. Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.
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