Customer Relationship Marketing Manager: Microsoft Store

Microsoft Store is the public face of Microsoft, where every individual, community and business can directly experience all that's possible with Microsoft, and we’re looking for the best and brightest talent to tell our story. Are you interested in a career where you can inspire customers and make an impact while building lifelong skills? If so, we’re the place for you! Help connect customers with their passions to achieve more, through our physical and digital retail properties.

Are you passionate about building relationships with customers for business impact? The Microsoft Store Marketing team is looking for a Customer Relationship Marketing Manager to build and manage a global consumer lifecycle and email strategy, directly managing customer communications and partnering across the company to ensure consistency and business impact. Building relationships with our customers is critical to the long-term health of our business and the person in this role will have the ability to drive real business impact.

The ideal candidate will have passion in three areas: putting the customer first, using data and analytics to inform strategic decisions, and optimizing for the most efficient and high-quality execution. We are looking for an individual with exceptional communication skills, a high drive for results and the ability to collaborate with other teams to build a world class CRM Lifecycle experience. This individual must be a self-starter, comfortable dealing with ambiguity, and able to influence at multiple levels.

Responsibilities

• Define the global lifecycle email strategy to drive engagement and retention for Microsoft Store, covering customers of Microsoft physical stores, Microsoft Store on Windows, and Microsoft Store on Xbox.
• Partner closely with other CRM owners throughout the company to execute cross-group principles that give our customers the best of Microsoft.
• Manage a team of vendors and agency partners to execute lifecycle email communications across multiple databases and systems.
• Embrace the growth mindset with an aggressive and impactful test and learn plan that will help define our email best practices & principles, as well as the long-term lifecycle CRM strategy.
• Partner closely with engineering teams to determine future data and tools requirements for CRM.
• Partner closely with internal and external teams including data scientists, analysts, and data engineers to glean insights from data, develop hypotheses, and design experiments to test hypotheses.
• Regularly communicate plans and results to set expectations with senior management, global field leads and other stakeholders with confidence and clarity.
• Set goals for key KPIs, measure impact, and evolve the strategy to have maximum business impact.
• Partner closely with category, field, and physical store teams to ensure our lifecycle CRM strategy integrates their business needs.
• The successful candidate is passionate about engaging and developing relationships with customers, is both data-driven and creative in approach, can formulate broad strategies and execute, and has email/CRM experience.

Qualifications

• Hands-on email experience, for 5 or more years.
• Strong strategic thinking complemented with a bias for action. A successful candidate needs to be able to develop a strategy and execution plan that drives impact for the digital and physical storefronts of Microsoft Store.
• Exceptional ability to collaborate and influence groups across Microsoft including partners in marketing, product groups, engineering, customer service and operations.
• Ability to deal with ambiguity and create frameworks and plans to solve problems.
• Excellent verbal, written and communications skills with a focus on tangible, measurable recommendations, delivered with executive presence.
• Solid understanding of analytics, including segmentation and modeling.
• Ability to manage a creative agency to develop compelling and brand compliant messaging and creative.
• Project management skills to prioritize and drive initiatives forward.
• Highly accountable, driven to succeed in a fast-paced environment.
• Experience working in retail is a plus
• Experience in managing a global program.