Key Responsibilities: Own CRM Revenue & Lifecycle Performance Lead the end-to-end CRM strategy across email, SMS, and push, with full accountability for revenue contribution and LTV growth Build and optimize lifecycle programs across acquisition, onboarding, engagement, retention, and reactivation Establish CRM as a core revenue driver within the digital mix, with clear attribution and incrementality measurement Continuously test, learn, and scale programs that improve conversion, frequency, and customer value Drive Customer-Centric, Data-Driven Marketing Partner with ecommerce and data teams to translate customer behavior into actionable segmentation and personalization strategies Leverage CDP / ESP capabilities to deliver dynamic, highly targeted messaging at scale Develop a unified view of the customer and ensure consistent, relevant communication across channels Champion a test-and-learn culture, with rigorous A/B testing and experimentation frameworks Advance attribution sophistication across CRM channels, improving visibility into true incremental impact and enabling better investment decisions Own Omnichannel Campaign Orchestration Partner with marketing, merchandising, and ecommerce teams to bring campaigns and promotions to life across the full customer lifecycle Ensure CRM is fully integrated into all major campaigns, product launches, and promotional moments Align messaging across digital, stores, and contact center to create a seamless customer experience Drive coordinated campaign execution that maximizes total business impact - not just channel-level performance Connect Digital & Contact Center Experiences Act as the primary conduit between ecommerce/customer data and the contact center Partner with contact center leadership to activate CRM insights into outbound/inbound customer engagement strategies Develop customer lists, triggers, and workflows that enable more effective selling and service interactions Help evolve the contact center into a fully integrated revenue and relationship channel Build & Lead a High-Performing CRM Team Recruit, develop, and retain top CRM talent across strategy, operations, and execution Set a high performance bar with clear goals, accountability, and a results-driven culture Elevate team capabilities in data, segmentation, personalization, and marketing technology Foster strong cross-functional collaboration while maintaining ownership and accountability for outcomes Leverage AI & Automation to Scale Lifecycle Marketing Implement and scale AI-driven lifecycle journey automation, enabling more personalized, real-time customer experiences across channels Identify opportunities to use AI for segmentation, content generation, send-time optimization, and predictive targeting Partner with data and engineering teams to embed AI capabilities into CRM workflows and decisioning Continuously evaluate emerging technologies to increase efficiency, personalization, and performance Optimize Technology & Infrastructure Own the CRM tech stack (ESP, SMS platforms, push infrastructure, CDP integrations) Identify and implement tools and capabilities that unlock scale, efficiency, and personalization Partner with engineering and data teams to improve data quality, latency, and activation capabilities Ensure operational excellence across campaign execution, deliverability, and compliance Required Qualifications 5+ years of experience in CRM, lifecycle marketing, or retention marketing, ideally in ecommerce or omnichannel retail Proven track record of driving significant revenue and LTV growth through CRM channels Deep expertise in email, SMS, push, segmentation, personalization, and marketing automation Strong analytical mindset with experience in attribution, incrementality testing, and performance measurement Experience working cross-functionally with ecommerce, merchandising, marketing, and customer service teams Demonstrated success building and leading high-performing teams in fast-paced environmentsExperience with modern CRM/CDP platform s (e.g., Salesforce Marketing Cloud, Braze, Iterable, Segment, etc.) What Success Looks Like CRM becomes a top-tier revenue and profit driver, with clear, measurable contribution to the business Significant improvement in customer LTV, retention, and repeat purchase behavior Fully integrated omnichannel lifecycle marketing engine across digital, stores, and contact center High-performing team that operates with speed, accountability, and a relentless focus on results A best-in-class CRM program that combines data, creativity, AI-driven automation, and executional excellence Why Guitar Center? This role sits at the center of our digital ecosystem - acting as the connective tissue between ecommerce, marketing, merchandising, and the contact center - ensuring that customer data is activated effectively to deliver personalized, high-impact experiences across every touchpoint.