Resident

Resident

Director, CRM - Ashley Furniture

Remote (USA) · Director

Work authorization required$150k-$180kDetected 4 days ago
HTMLData ScienceData VisualizationCRMPerformance MarketingCustomer SuccessLeadershipCommunicationCollaborationAdaptability

About the role

  • This is a high-volume program: over 1 billion email sends and 100 million SMS messages annually, requiring both strategic leadership and operational precision to execute well.
  • Ashley is growing and evolving, and this person will play an active role in shaping what the CRM program becomes.
  • Beyond marketing strategy, this role carries real technical and operational ownership.

Responsibilities

  • Direct the CRM calendar, setting email and SMS scheduling and segmentation strategy in support of the company's promotional calendar; provide strategic direction and day-to-day guidance to the senior manager responsible for calendar execution
  • Own the CRM testing roadmap: analyze results using established methods, determine next steps, and prioritize the next best test to drive continuous program improvement
  • Design and evaluate analyses to measure program performance against goals on a weekly, monthly, and quarterly basis
  • Manage day-to-day relationships with CRM vendors, including primary ESP (currently Zeta); evaluate platform performance, lead initial contract renewal discussions, and make recommendations on tooling needs or changes
  • Lead cross-functional relationships with brand, data and analytics, creative, product, growth, and customer success to ensure CRM outputs are strategically aligned
  • Maintain current knowledge of CRM best practices, technology, and trends and apply insights to evolve the program
  • Lead and develop a team of three - two senior managers and one specialist - investing genuinely in their growth, performance, and long-term development
  • This is a role for someone who is energized by building.
  • The right candidate moves with purpose, creates clarity for their team, and sees change as an opportunity rather than an obstacle.
  • This role reports to the Senior Director, CRM and is part of a broader CRM organization spanning six brands, with opportunities to collaborate on shared standards, tooling, and strategy across the portfolio.

Requirements

  • The ideal candidate will be able to work Eastern Standard Time.
  • You may be asked, from time to time and as reasonably required by business needs, to perform other duties consistent with your skills and role, including work for or on behalf of our related entities.

Nice to have

  • Leverage segmentation, behavioral targeting, and personalization to maximize engagement across the customer lifecycle
  • 6+ years of email and SMS marketing experience in eCommerce/DTC and retail environments
  • Bachelor's degree preferred
  • Hands-on experience with email development, including working knowledge of HTML for email
  • Proficiency with analytics platforms such as Looker
  • Familiarity with Zeta or comparable ESP platforms (Zeta experience a plus)
  • Strong understanding of CAN-SPAM regulations and email industry best practices
  • Data-driven mindset with the ability to synthesize large datasets, identify trends, surface anomalies, and translate findings into actionable test-and-learn recommendations

Compensation

  • over 1 billion email sends and 100 million SMS messages annually, requiring both strategic leadership and operational precision to execute well.

Benefits

  • Strategic vision matters here, but so does the ability to get into the weeds.

Company info

  • THE BIGGEST NAME IN HOME.
  • THE BOLDEST TEAM IN E-COMMERCE.
  • Ashley Digital is the e-commerce engine behind Ashley - one of the most recognized home brands on the planet.
  • As the world's largest manufacturer of home furnishings and the largest furniture store brand in North America, Ashley is in a category unto itself.
  • Our team sits at the intersection of world-class retail and digital innovation, driving the e-commerce experience for millions of customers across every platform and touchpoint.
  • We're a fast-moving, highly collaborative team operating at a transformational moment, and we're charged with shaping how people discover, explore, and buy home furnishings.
  • Our expertise spans data science, performance marketing, product, and creative, and our work reaches millions of customers every day.
  • While we currently employ Residents in over 30 US states and 3 countries, if you are hired, you may be restricted to working from the state or country in which you currently reside, unless the state or country to which you plan to relocate is one in which we already operate and no other restrictions apply to the role.
  • As with anything, we encourage an open dialogue about your current location and potential desired relocation during the interview process and upon hire, if applicable, and the extent any other restrictions apply to a particular role.
  • We reserve the right to deny relocation requests post-hire for any reason.
  • Resident Home participates in E-Verify.

Visa & Work Authorization

  • To be considered for this remote opportunity, you must reside and be authorized to work within the United States.
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