TEAM MEMBER WILL BE REQUIRED TO WORK FROM OUR RALEIGH, NC HQ FOUR DAYS A WEEK.
Advance Auto Parts is looking for a CRM & Personalization Manager to lead the strategy & team delivering excellent communication & relationship building journeys for our DIY (B2C) and professional (B2B) customers. This role is critical in deepening our customer relationships, increasing retention and lifetime value via high-impact, data-informed campaigns across email primarily, but also SMS and mobile push. The ideal candidate has a customer-first mindset, a deep understanding of the end-to-end journey, strategic vision for the CRM program, and is ready to bring new approaches to life through a test-and-learn mentality. Good to have attributes include an interest in DIY auto repair, a background in omnichannel retail CRM, and experience working in or closely with Agile product teams. This role will report to the Director of Customer Insights & Loyalty and will manage 2 direct reports at the time of hire.
Essential Duties and Responsibilities
Develop messaging frameworks and triggers across lifecycle stages to drive acquisition, engagement, conversion, and retention to be executed by CRM specialists.Own and refine the BAU marketing program to deliver sales results, while tactfully balancing requests from different stakeholders and execution deadlines.Partner with Creative, Merchandising, and Marketing teams to develop content that is visually compelling and aligned with brand guidelines. Partner with marketing product team to deliver technical requirements for all campaigns, and journeys, as well as segmentation and list cleanliness.Partner with compliance and legal to ensure data privacy regulations (GDPR, CAN-SPAM) are followed in all campaigns. Drive channel performance through A/B testing strategies and continuous experimentation with timing, subject lines, content, and segmentation logic to deliver gross sales goals for the channel.Key Skills/Experiences Required:
Minimum Bachelor’s Degree required, 5-7 years of hands-on experience in email marketing, CRM, or lifecycle marketing.Proficiency with Salesforce Marketing Cloud required — including Journey Builder, Email Studio, and Automation Studio. Passionate about delivering customer-first solutions with deep empathy for the customer’s journey.Excellent understanding of analytics and reporting tools (e.g., Looker, Adobe Analytics, SFMC Analytics). Proven track record of building and scaling automated lifecycle programs that improve retention and LTV. Detail-oriented with exceptional project management, organizational, and collaboration skills. Demonstrated ability to manage direct reports with a talent growth mindset; preferably at least 2 years of leadership experience.Knowledge of eCommerce platforms, Google Analytics, and Excel. Familiarity with loyalty program management, ecommerce metrics, and/or B2B tactics a plus.#LI-AC1
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