Manager - Customer Direct Channels Job

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Primary Location: Pittsburgh, PA

Job Tile: Manager, Customer Direct Channels

Job Number: 2017-48372

Date Posted: 4-28-2017

Job Summary:

Manage CRM personalization input and planning. Plan cohesive one-to-one communications with customers across channels based on customer journey, insights and prior results. Manage a team to implement personalization.

Essential Duties and Responsibilities:

  • Drive contact strategy and CRM personalization planning for customer direct channels.
    • Partner with Customer Experience, Research and Analytics to ensure customer feedback and results inform contact and messaging decisions.
  • Ensure all communications cohesively meet targeted customer needs based on customer journey, insights and prior results.
  • Manage customer direct communications across various objectives and channels.
  • Increase personalization across all communications by ensuring vendors and internal teams can support data and functional needs for personalization.
  • Manage a team to drive creative and campaign data input, personalization management and implementation across channels.
  • Maximize customer engagement and ROI based on communication strategy.

Job Specifications:

  • Lead a team to implement personalization across channels.
  • Champion personalization across the organization.
  • Work with partners across Marketing, Merchandising, IT and optimize the customer journey.


Minimum of 7 years related experience


Minimum of a Bachelor's Degree,

Masters degree or MBA preferred.


  • Prior experience managing CRM and personalization across channels
  • Email channel experience required, other direct channels (web, mobile, digital, direct mail) preferred.
  • Prior experience managing a team.
  • Strong relationship building skills
  • Strong communications skills (verbal and written)

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Erin, Lead Designer

I really love the people I work with on a daily basis. I think the passion they have for their work

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