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Director, CRM

Home Depot

Atlanta, GA
Job Code:
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Job Details

Director, CRM - Atlanta GA 30308 Skip Navigation
Job Details

Director, CRM (111609)

GA - Atlanta

  • Date Posted: Oct 23, 2017
  • Company: The Home Depot
  • Travel: 0-10%
  • Functional Area: Marketing
  • Position Type: Full-Time
  • Relocation Provided: Yes

Position Description:

Position Purpose:
The Home Depot is seeking a Director of Customer Relationship Management to lead our email channel program and direct CRM activities across other channels. We are seeking an innovative, analytical and creative thinker who has significant direct marketing experience to lead the CRM team of 10+ associates. CRM/Email is key driver of influenced revenue for the Home Depot and we’d like to grow the practice to increase emphasis on segment marketing and lifecycle management. We are looking for a candidate who is up-to-date on current technologies and capabilities in the direct marketing space and can help create and execute a vision for the future of the team.


The Director CRM will be responsible for defining and executing the multi channel marketing strategy associated with The Home Depot CRM programs including PRO, Garden Club, high value Consumer segments and New Movers. The position will develop and execute strategies that maximize revenue, profitability and loyalty to targeted customers using customer behavior and engagement information. In addition, the Director CRM will manage multiple internal and agency partners to drive the execution of CRM strategies. Other responsibilities will include managing the CRM profits and losses, creating and managing CRM metrics, budget management. Key objectives include driving leads, positioning the businesses, increasing direct/online sales, creating promotions to increase store traffic/sales in target segments and increasing customer satisfaction through a consistent interconnected customer experience.

Major Tasks, Responsibilities and Key Accountabilities:

  • Defining, executing and optimizing the multi channel customer experiences associated with The Home Depot's CRM programs. Develop robust integrated multi channel contact strategies across all touch points and points of engagement to drive increased revenue and margin for top customers and drive engagement for passive customers.
  • Own and manage the overall budget associated with CRM programs. Responsible for executing according to annual plan.
  • Lead the development and implementation of PROl and Consumer segment strategies across the company and develop lead generation and customer acquisition plans.
  • Work closely with Customer Insights and IT teams to ensure the correct insights and systems are being leveraged.
  • Partner with Marketing and Advertising to integrate CRM programs into the overall corporate marketing initiatives. Establish an integrated look and feel across The Home Depot's CRM offering.
  • Collaboration with internal stakeholders and other external partners.
  • Development and management of all KPIs associated with program performance and customer health check.
  • Talent development and priority setting across the CRM team.


Nature and Scope:
  • Position reports to VP Customer
  • Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

Environmental Job Requirements:

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

  • Must be eighteen years of age or older.
  • Must be legally permitted to work in the United States.

Education Required:

  • The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 10

Physical Job Requirements:

  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:

  • Minimum 15 years of CRM or related marketing experience
  • Undergraduate degree in Marketing
  • Master's degree preferred

Preferred Qualifications:

  • Previous retail marketing experience
  • Deep knowledge of CRM principles, processes and technologies
  • Experience developing marketing strategies and campaigns
  • Email marketing program management
  • Strong customer database analytical skills
  • Highly cross-functional and collaborative

Knowledge, Skills, Abilities and Competencies:

  • Strong strategic thinking ability
  • Penchant for innovation and new and creative thinking
  • Financial and business planning skills
  • Strong leadership, mentoring and coaching abilities
  • General management skills
  • Strong presentation / public speaking skills

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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