DIRECTOR OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Micro Center
Hilliard, OH
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JOB DETAILS
SKILLS
Analysis Skills, Business Administration, Cadence, Campaigns, Channel Strategies, Continuous Improvement, Cross-Functional, Customer Acquisition, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Retention/Renewal, Customer Support/Service, Customer/Client Research, Customer/Consumer Behavior, Data Management, Data Quality, Develop and Maintain Customers, Electronics, Email Campaign, Geography, Information Technology & Information Systems, Leadership, LifeTime Value (LTV), Maintain Compliance, Market Segmentation, Marketing, Marketing Automation Software, Merchandising, Onboarding, People Management, Performance Analysis, Performance Management, Performance Metrics, Promotional Programs, Promotional Strategy, Quality Management, Quality Monitoring, Regulations, Retail, Retail Sales, Retail Strategy, Short Messaging Service (SMS), Target Marketing, Team Lead/Manager, Technical Leadership, Usability Engineering, Website Conversion, Willing to Travel, eCommerce
LOCATION
Hilliard, OH
POSTED
1 day ago
MICRO CENTER is the nation’s leading computer and electronics big‑box retailer, offering more than 40,000 of the industry’s best technology products. For over 45 years, our success has been built on unmatched product expertise, a passion for innovation, and a deep commitment to exceptional customer service.
At Micro Center, Passion, Energy, and Commitment aren’t just words—they’re how we work, grow, and win together. We take pride in creating long‑term customer relationships and cultivating a workplace where associates are supported, empowered, and valued.
We are currently seeking a self-motivated, results orientedDirector of Customer Relationship Management (CRM). (This position is located in our Hilliard Ohio Home Office.)
About the Role
The Director of Customer Relationship Management leads the CRM and customer data strategy for a store-led, omnichannel retail organization, with responsibility for driving customer acquisition, retention, and lifetime value.
This role manages the customer lifecycle end to end using customer data, CRM platforms, and personalization to connect digital touchpoints (website, email, SMS) with in-store and online behavior, ensuring a seamless and consistent customer experience. Reporting to the Chief Marketing Officer, the Director partners closely with Stores, Merchandising, Marketing, Digital, E-commerce, IT, and Analytics to align customer engagement strategies with both store performance and digital growth.
What You’ll Do
Omnichannel CRM Strategy
- Define and execute a CRM strategy that drives store traffic, store and BOPIS conversion, and integrated omnichannel experiences
- Manage the customer lifecycle across acquisition, onboarding, engagement, retention, loyalty, and reactivation
- Align CRM programs with store promotions, merchandising strategies, digital campaigns, and seasonal retail initiatives
- Ensure the website and digital experiences support in-store, online, and omnichannel fulfillment options, including BOPIS
Customer Data Integrity, Segmentation & Insights
- Maintain the integrity of customer data across all retail and digital systems, ensuring accuracy, consistency, and reliability
- Manage customer de-duplication processes, identity resolution, and master customer records
- Establish and maintain strong data hygiene standards, including governance, validation, and ongoing quality monitoring
- Develop customer segments based on purchase behavior, channel engagement, geography, preferred store, and category affinity
- Partner with analytics teams to measure customer behavior and performance across in-store, digital, and omnichannel journeys
- Ensure compliance with privacy and data regulations (e.g., GDPR, CCPA)
Technology & Platform Management
- Manage CRM, marketing automation, loyalty, and customer data platforms (CDPs)
- Partner with IT, Digital, and E-commerce teams to integrate POS, e-commerce platforms, membership systems, and CRM
- Lead optimization of CRM and personalization technologies, including Bloomreach, to support omnichannel personalization and product discovery
Lifecycle Marketing, Personalization & Geo-Targeting
- Develop CRM-driven campaigns across email, SMS, push notifications, membership communications, and other owned channels
- Deliver personalized messaging and offers informed by channel behavior, purchase history, and location signals
- Use geo-targeting and store-preference data to drive store visits and online order reservations
- Leverage website behavior to guide customers toward stores, online reservations, or omnichannel fulfillment paths
- Establish test-and-learn frameworks to optimize personalization, cadence, and omnichannel conversion
Membership & Retention
- Lead or closely partner on retail membership program strategy and execution
- Develop initiatives that increase repeat purchases, visit frequency, and long-term customer value across channels
- Use CRM insights to re-engage lapsed customers and strengthen cross-channel loyalty
Team Leadership & Cross-Functional Collaboration
- Build, lead, and manage a high-performing CRM and lifecycle marketing team
- Serve as the CRM and customer data subject-matter expert across the organization
- Collaborate closely with Stores, Merchandising, Marketing, Digital, E-commerce, IT, Analytics, and Customer Support
Performance, Reporting & Optimization
- Define and track CRM and omnichannel KPIs including:
- Customer acquisition, retention, and lifetime value (CLV)
- Engagement and conversion across channels
- BOPIS adoption and conversion rates
- Online-to-store attribution and influenced store sales
- Store visit frequency and omnichannel revenue contribution
- Monitor customer data quality and continuously improve accuracy and usability
- Deliver performance reporting and strategic insights to the CMO and executive leadership
- Continuously refine CRM programs to improve omnichannel performance and customer experience
What We’re Looking For
- Bachelor’s degree in Marketing, Business, Information Systems, or a related field (MBA or an advanced degree a plus)
- Experience in brick-and-mortar, omnichannel, or specialty retail
- 8–12+ years of experience in CRM, lifecycle marketing, or customer experience in an omnichannel or retail environment
- 3–5+ years of people management experience
- Hands-on experience with CRM, marketing automation, POS, membership programs, and customer data platforms (Bloomreach strongly preferred)
- Experience managing large-scale customer databases
- Experience managing customer data quality, de-duplication, and data hygiene
- Strong analytical skills with the ability to connect customer insights to store, digital, and omnichannel performance
Key Competencies
- Omnichannel, customer-first mindset
- Strong understanding of customer data, attribution, and segmentation
- Experience with personalization, geo-targeting, and lifecycle marketing
- Data-driven decision making
- Cross-functional leadership and collaboration
Work Environment
- On-site, 5 days per week
- Occasional travel may be required
Benefits That Support Your Growth and Well-Being:
At Micro Center, we’re committed to taking care of our associates so they can thrive—both at work and in life. Our comprehensive benefits package includes:
- Medical, Dental & Vision Coverage for regular full‑time associates
- Competitive Employee Discount, including our Friends & Family Discount Program
- Tuition Reimbursement and Education Savings Opportunities to support continuous learning
- Paid Time Off for regular associates to rest, recharge, and take care of what matters most
- 401(k) Retirement Plan with Company Match to help you plan for the future
- Industry‑Leading Vendor and Company Training to build your skills and product expertise
- Clear Career Growth and Advancement Opportunities across the organization
Why Micro Center
Our core promise is to take care of our associates and our customers. That commitment has guided our culture, our growth, and our success for more than four decades—and it’s what makes Micro Center a truly exceptional place to build your career.
Micro Center is an Equal Opportunity Employer.
#appcast
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
About the Company
M
Micro Center
About Us
MICRO CENTER is the nation’s leading computer and electronic device retailer! Our technology super store has an industry-leading 40,000+ selection of premier products and the most knowledgeable staff in the business. Founded in 1979 in Columbus, Ohio, we have grown steadily and profitably to a nationwide presence. Our brick-and-mortar stores attract a wide range of customers – from casual to tech-savvy – with highly trained associates who offer technical solutions in an immersive shopping environment. The recipient of many “Best of” and “Reader’s Choice” awards across the country, Micro Center has been ranked by one of the leading consumer advocacy magazines as a top walk-in store to purchase a PC based on selection, service and pricing!
There's nothing small about the way Micro Electronics sets up shop. The company sells computers and consumer electronics through more than 25 Micro Center stores in 16 states and an e-commerce site. The stores, which span up to 60,000 sq. ft., stock more than 40,000 products, including desktop and notebook computers from major makers (such as Apple, HP) and Micro Electronics' own WinBook and PowerSpec brands. Micro Electronics' computers are built by its International Products Sourcing Group (IPSG), which also supplies discounted computer gear.
Micro Center stores cater to tech enthusiasts with "Build Your Own" departments – which allow customers to assemble their computers from scratch – and "Knowledge Bars" up front where customers can speak with technicians. The chain distinguishes itself from its big-box competitors by stocking a wider assortment of products and employing a knowledgeable sales force.
HISTORY SNAPSHOT:
Founded in 1979 in Columbus, Ohio, Micro Center has been extremely successful and profitable for nearly 40 years in an industry that constantly undergoes rapid change. Micro Center locations exceed computer superstores in floor space, product selection and range of services. Micro Center is the store based on knowledge: a technical retailer designed to satisfy the needs of dedicated computer users.
Our stores are arranged so that both novice and experienced computer customers can find what they need, with the right level of assistance, at a cost competitive with any other option. Micro Center is both big and specialized, which means customers can gravitate to the level of assistance they want.
By pioneering its approach to selling personal computers, Micro Center has achieved strong relationships with product manufacturers and an understanding of what its customers need and want. From its early beginnings, Micro Center has grown to over one billion dollars per year in sales, serving customers from coast to coast. By delivering the best technology products and more of them, along with the long dedication to the computer industry, Micro Center will continue to be the technology customer’s One-Stop Shop.
CAREERS AT MICRO CENTER = MEANINGFUL WORK
At Micro Center, we empower our employees to set their sights high and blaze their own trails. This is a place where your future success and growth are truly a result of your own efforts and achievements. Our teams are made up of motivated individuals who work hard to advance their careers. Micro Center's well-traveled promotion paths are examples of how hard work, loyalty, competitive spirit, and unwavering commitment to the customer take you and your career to new places.
BENEFITS & WELLNESS:
Micro Center offers a balance between personal and professional interests, competitive pay, an employee discount on merchandise, and a high-quality, competitive benefits program that is designed to be flexible in nature and comprehensive in scope. All associates who work on a full-time basis (at least 30 hours per week) are eligible to participate in our cafeteria benefits plan on the first of the month following 60 days of active service. Flexible schedules and tuition reimbursement are great benefits for our student or part-time workers as well! Micro Center is committed to supporting health and wellness goals for our associates by providing resources such as a monthly wellness newsletter, discounted gym memberships, wellness contests and challenges, exercise equipment for personal use, and much more!
OUR LEADERS:
Richard Mershad, President/ CEO
John Noble, Chief Financial Officer
Warren Beneson, Chief Merchandising Officer
Peggy Wolfe, Chief Operating Officer
Together, these senior executives comprise over 100 years of combined retail experience.
MICRO CENTER is the nation’s leading computer and electronic device retailer! Our technology super store has an industry-leading 40,000+ selection of premier products and the most knowledgeable staff in the business. Founded in 1979 in Columbus, Ohio, we have grown steadily and profitably to a nationwide presence. Our brick-and-mortar stores attract a wide range of customers – from casual to tech-savvy – with highly trained associates who offer technical solutions in an immersive shopping environment. The recipient of many “Best of” and “Reader’s Choice” awards across the country, Micro Center has been ranked by one of the leading consumer advocacy magazines as a top walk-in store to purchase a PC based on selection, service and pricing!
Technically, Your Best Career Move Ever
OUR STORES:There's nothing small about the way Micro Electronics sets up shop. The company sells computers and consumer electronics through more than 25 Micro Center stores in 16 states and an e-commerce site. The stores, which span up to 60,000 sq. ft., stock more than 40,000 products, including desktop and notebook computers from major makers (such as Apple, HP) and Micro Electronics' own WinBook and PowerSpec brands. Micro Electronics' computers are built by its International Products Sourcing Group (IPSG), which also supplies discounted computer gear.
Micro Center stores cater to tech enthusiasts with "Build Your Own" departments – which allow customers to assemble their computers from scratch – and "Knowledge Bars" up front where customers can speak with technicians. The chain distinguishes itself from its big-box competitors by stocking a wider assortment of products and employing a knowledgeable sales force.
HISTORY SNAPSHOT:
Founded in 1979 in Columbus, Ohio, Micro Center has been extremely successful and profitable for nearly 40 years in an industry that constantly undergoes rapid change. Micro Center locations exceed computer superstores in floor space, product selection and range of services. Micro Center is the store based on knowledge: a technical retailer designed to satisfy the needs of dedicated computer users.
Our stores are arranged so that both novice and experienced computer customers can find what they need, with the right level of assistance, at a cost competitive with any other option. Micro Center is both big and specialized, which means customers can gravitate to the level of assistance they want.
By pioneering its approach to selling personal computers, Micro Center has achieved strong relationships with product manufacturers and an understanding of what its customers need and want. From its early beginnings, Micro Center has grown to over one billion dollars per year in sales, serving customers from coast to coast. By delivering the best technology products and more of them, along with the long dedication to the computer industry, Micro Center will continue to be the technology customer’s One-Stop Shop.
CAREERS AT MICRO CENTER = MEANINGFUL WORK
At Micro Center, we empower our employees to set their sights high and blaze their own trails. This is a place where your future success and growth are truly a result of your own efforts and achievements. Our teams are made up of motivated individuals who work hard to advance their careers. Micro Center's well-traveled promotion paths are examples of how hard work, loyalty, competitive spirit, and unwavering commitment to the customer take you and your career to new places.
- Associate training: Our associates take over 225,000 courses annually, in addition to monthly vendor onsite training.
- Leadership Development Program: Our associates, supervisors and managers are offered the opportunity to further develop their skills and grow their careers through our LDP training courses and mentoring.
- Junior Buyer & Corporate Trainee Program: Our associates have the opportunity to bring their talents to Home Office. Once they have been employed for two or more years in our stores, they can apply for the Micro Center Junior Buyer & Corporate Trainee Program. This program shows Micro Center’s commitment to growing talent from within.
“To say the Junior Buyer program is thorough is an understatement. I’ve learned so much about the company and how it operates. It has truly been an eye opening experience learning how all the departments of the company work together. Going through the program with other Junior Buyers was a great help too. It allowed us to learn from one another and work together on projects throughout the course of the program. It’s been very challenging, but is by far the best career decision I’ve ever made.” – D.F
“The Junior Buyer development program has been an exciting and challenging journey. It has given me the opportunity to see how our company operates at every level and provided me with the insight and tools to be a successful buyer. I’m grateful for the experience and excited to use everything I’ve learned to help our company grow.” – Z.S.
BENEFITS & WELLNESS:
Micro Center offers a balance between personal and professional interests, competitive pay, an employee discount on merchandise, and a high-quality, competitive benefits program that is designed to be flexible in nature and comprehensive in scope. All associates who work on a full-time basis (at least 30 hours per week) are eligible to participate in our cafeteria benefits plan on the first of the month following 60 days of active service. Flexible schedules and tuition reimbursement are great benefits for our student or part-time workers as well! Micro Center is committed to supporting health and wellness goals for our associates by providing resources such as a monthly wellness newsletter, discounted gym memberships, wellness contests and challenges, exercise equipment for personal use, and much more!
OUR LEADERS:
Richard Mershad, President/ CEO
John Noble, Chief Financial Officer
Warren Beneson, Chief Merchandising Officer
Peggy Wolfe, Chief Operating Officer
Together, these senior executives comprise over 100 years of combined retail experience.
COMPANY SIZE
1,500 to 1,999 employeesINDUSTRY
Retail
FOUNDED
1979
WEBSITE
http://www.microcenter.com/