Fleet Feet

Overview

The Senior Manager, CRM will drive the strategy and execution to drive customer growth, relevant engagement with new and existing customers, and create an impactful retention program. The role will be responsible for understanding the customer journey, and developing and refining customer segmentation models, contact strategies and process improvements.

We believe Running Changes Everything. If you believe that too, we want to talk. With nearly 250 stores and a robust e-commerce site, Fleet Feet is the largest running retailer in the country. Catering to more than runners, we pride ourselves on having an inclusive environment! We believe it’s a privilege to serve and remain committed to delivering unmatched service and support when outfitting customers in everything they need to have a successful run, whether that’s introducing them to their new favorite running shoes, socks or gear, or inviting them to our next training program run. We like to keep things high-spirited, fast-paced and fun. We don’t mind wearing more than a few hats and stepping in to help out wherever is needed. Our team is a group of knowledgeable and hardworking individuals who work, sweat and live passionately. We run together to tackle a problem, reach a goal, get encouraged and nurture our brand each day. We are in full pursuit to find hardworking people to join us on our quest and bring our core values to life.

Responsibilities

• Own and lead the CRM and loyalty strategy, driving customer acquisition, retention, and lifetime value while aligning programs with overall business objectives.
• Use data-driven insights to personalize communications, optimize segmentation, and continuously improve campaign performance across email, SMS, and loyalty channels.
• Oversee all CRM operations and marketing automation, ensuring seamless campaign deployment, dynamic content integration, and API-based triggers for personalized journeys.
• Act as the CRM platform technical lead, managing development projects, system enhancements, and troubleshooting in partnership with tech vendors and agency teams.
• Collaborate cross-functionally with Brand, Retail, Merchandising, and Analytics teams to create cohesive, high-impact customer experiences and drive business growth.
• Lead and develop a high-performing CRM team, fostering innovation, maintaining data integrity and compliance, and staying ahead of market trends and emerging technologies.

Qualifications

• Bachelor's degree or equivalent work experience
• 8-10 years of demonstrated successful experience in email marketing, paid digital advertising, customer rewards and loyalty programs
• CRM expert with a deep understanding of customer lifecycle management and retention
• Deep understanding of CRM technology, systems and marketing automation tools
• Coding experience (preferably JSON, XSL and SQL)
• Experience overseeing platform integration projects from start to finish a plus
• Experience with Shopify, Marigold and RICS a plus
• Demonstrated leadership in implementing and managing high-value projects within growth marketing and retention to achieve business goals
• Experienced analyzing customer data sets and creating action plans based on results

Perks:

• High energy and fun atmosphere
• Training and advancement opportunities within the Fleet Feet brand
• 401(k) Retirement Plan for all part and full-time employees (Age 21+) with 4% employer matching and immediate vesting (company-owned stores)
• Community involvement and community service activities
• Training Program and Product Discounts
• Passionate team members
• Check out our Fleet Feet Benefits Guide for full-time employees averaging 30+ hours/week at company-owned stores

We are an equal opportunity employer and believe having diverse teams in which everyone brings their whole self to Fleet Feet is key to our success. We welcome people of different backgrounds, experiences, abilities and perspectives.That is why we value inclusivity in our hiring practices, our culture, and our engagement with the community.

Additional Requirements - Hours of work for this position are approximately 40+ hours per week. Position requires moving around for periods of 2-4 hours without a rest break, and task sequencing and the completion of complex administrative responsibilities. Occasional moderate to heavy (10-25+lb) lifting and carrying, bending and reaching overhead may be required. Work environment includes substantial communication with customers, working in a retail environment with product displays and stockroom with inventory, and potentially slippery surfaces. Position is under minimum levels of day-to-day supervision. Some travel may be required for meetings, training or conferences.

Fleet Feet utilizes E-Verify in all corporate and company-operated stores as part of the hiring process.