Sr. Director, CRM Analytics

Overview

We inspire purpose-filled living that brings beauty and quality to the modern home. Together, we achieve. Associates across our business drive results, innovate, and inspire. Drawn together by our shared values and passion for our customers and our brands, we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style and function to people's homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making-and our story is still unfolding. We're here for it. We think you should be too. We're looking for a driven professional with an inclusive mindset to join our team as a Sr. Director, CRM Analytics & Data Science… We are seeking an inspiring and transformative Senior Director, Customer and Retention Marketing Analytics, with 15+ years of leadership experience. You will be an enterprise-level leader, setting the overall vision and strategy for customer data and analytics across the organization. You will drive transformative initiatives, influence executive decisions, and establish a data-driven culture that fuels business growth and innovation. This is a strategic role for a recognized thought leader with a passion for shaping the future of data and insights.

• This position is fully remote
• This role is a People leader position

A day in the life as a Sr. Director, CRM Analytics & Data Science…

• Define and execute the long-term vision for our CRM and retention strategy, integrating data science to create a world-class customer experience.
• Lead the development of predictive models, customer segmentation, and behavioral analytics to inform personalized campaigns across email, SMS, push notifications, and direct mail.
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of retention initiatives and drive accountability across the team.
• Partner with senior leadership to forecast customer LTV and retention, providing actionable insights that inform business decisions.
• Lead, mentor, and grow an analytics team.
• Foster a culture of collaboration, continuous learning, and data-driven decision-making.
• Manage resource allocation and project prioritization to ensure the team consistently delivers on its goals.
• Serve as a key liaison between Marketing, Technology, Finance, and Data teams, translating complex analytical findings into clear, actionable business strategies.
• Champion the use of data and technology to enhance the customer journey and improve retention.
• Ensure data governance and compliance with privacy regulations across all initiatives.
• What you'll bring to the table…
• Proven experience in a senior leadership role, managing teams of analysts and data scientists.
• Deep understanding of CRM platforms, marketing automation tools, and customer data platforms (CDPs).
• Expertise in statistical modeling, machine learning, and advanced analytics for customer segmentation and LTV prediction.
• Strong proficiency in SQL, Python, or R.
• Proven track record of delivering transformative, high-impact analytics solutions in a competitive market.

We'd love to hear from you if you have…

• Bachelor's degree in a quantitative field (e.g., Data Science, Statistics, Economics, Marketing). A Master's degree is a plus
• 10+ years of experience in marketing analytics, data science, or a related field, with a focus on retention and CRM

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