Manager of CRM

The Manager of CRM is responsible for the strategic leadership, execution, and optimization of CRM marketing initiatives to drive customer engagement, retention, and lifetime value across Public Storage’s digital and offline channels. This individual will lead a team to design omni-channel CRM strategies, own the technology roadmap, partner closely with data, digital marketing and product teams, and be accountable for results-driven campaign management at scale.Key ResponsibilitiesStrategy & Leadership:Own and evolve our comprehensive CRM lifecycle strategy, ensuring alignment with business objectives and customer needs.Drive growth, retention and loyalty initiatives, including customer segmentation, journeys, and personalized communications.Lead and mentor a high-performing team of CRM professionals.Execution & Optimization:Oversee execution of multi-channel campaigns (email, SMS, push, direct mail, call center, etc.) with A/B testing and analytics to drive continual improvement.Leverage customer insights and analytics to optimize targeting, content, and frequency across channels.Technology & Data:Manage CRM platform(s), integrations, and data infrastructure in collaboration with IT and external vendors.Ensure adherence to data privacy regulations and best practices.Develop roadmap for CRM technology stack enhancements, evaluating and recommending new tools as necessary.Troubleshoot and resolve front-end issues within CRM environment, ensuring seamless functionality and user satisfaction, by understanding the underlying code.Create and implement dynamic content and personalization features by directly manipulating HTML and CSS.Write and optimize SQL queries to extract, manipulate, and report on CRM data for insights and decision-making.Assist in CRM system upgrades and migrations by validating front-end components and ensuring data continuity through SQL checks.Collaboration:Partner with Product, Digital Marketing, Operations, Customer Care and Analytics teams to align CRM with broader customer experience and business initiatives.Develop dashboards and present progress, results, and recommendations to senior leadership.