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CRM Manager, Global Retail IT

Information Services
1000055P Requisition #
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Columbia Sportswear Company is looking for a CRM manager to own and manage the global retail CRM business function and systems as a part of the global Direct to Consumer (DTC) IT team. This is a global position and requires knowledge of omni channel retail business processes and CRM systems. This position will be a liaison between business partners and the IT teams responsible for providing functional and ongoing business support. The CRM manager will be responsible for implementation of new CRM IT solution along with planning, conducting and directing the analysis of complex business problems toward building out holistic technology capabilities/solutions in the CRM space. This position also requires close partnership with the eCommerce teams, consultants and vendors to assess, build and implement additional features and enhancements for CRM applications.

Success in this role requires business engagement skills with the ability to communicate effectively, build relationships and influence outcomes in a highly cross-functional matrix organization. Qualified candidates must possess the ability to translate abstract concepts into defined objectives and the proven ability to drive for results. Columbia is an environment where competence, skill and perseverance can lead to transformation. Bring a strong will, capable mind and the resolve to make a difference.

  • Establish collaborative and productive relationships with internal IT department, business partners, external vendors and service providers
  • Strong financial/business acumen and ability to comprehend complex retail and CRM business problems and propose solutions including business and system process improvements
  • Ensure the design and implementation of new business processes and technology toward delivery of business/IT capabilities in the CRM space
  • Technology thought leadership – CRM technology evangelist, promoting our business strategies and advancing our technology capabilities
  • Support business needs- Assess and prioritize business requests and partner with business/technology teams for successful delivery of these capabilities
  • Accountable for overall direction, scope, schedule and deliverables for CRM IT projects
  • Responsible for allocating resources, facilitating productive meetings, developing and controlling capital and expense budgets for CRM IT projects
  • Provide transparent/honest status and communication to the leadership team
  • Provide guidance and mentoring for CRM team members, ensuring quality of their deliverables and identifying opportunities to advance their personal careers
  • Conduct effective performance evaluations, one-on-one discussions and compensation reviews for direct reports while providing constructive feedback and setting appropriate annual goals and objectives
  • Lead a 2-5 member CRM team consisting of internal CRM business analysts and external partner resources

  • Bachelor’s degree in Computer Science, Information Systems or a related field; Master’s degree is preferred
  • A minimum of 8 years of experience in implementing/supporting CRM business and systems processes, preferably in the retail industry
  • Prior experience as a CRM product manager/product owner highly desirable including but not limited to customer segmentation, dynamic segmentation, campaign management, advanced personalization, customer lifetime value, email marketing, loyalty program management, omni-channel CRM programs, Customer insights
  • Experience in vendor/software assessment including managing RFI/RFP process required
  • Experience required in the selection and successful management of on-going relationships with multiple service providers (technology and services – including non-US based off-shore service providers)
  • Experience leading an IT team with a minimum of 2 direct reports and delivering retail systems solutions and support with or through a diverse team based in locations across the globe
  • Manage long/short term product roadmap and release calendar for CRM
  • Proven experience of working in a complex international environment. Full life cycle implementation (SDLC requirements gathering, process design, configuration, functional design, testing, conversion, and deployment) with knowledge of CRM processes
  • In depth, hands-on knowledge and experience with at least one industry standard CRM system e.g. Salesforce, Siebel, SAP CRM, SugarCRM, Adobe Marketing Cloud etc.
  • Understanding of digital retail business model and systems is an advantage
  • Strong verbal and written communication skills with the ability to facilitate meetings and lead/drive IT projects
  • Ability to engage with business resources to gauge current and future strategic needs and analyze the impact of future CRM capabilities
  • Ability to partner with internal leadership and external partners to articulate long term CRM vision and tactical approach

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company. 


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