Senior Director, Customer Relationship Management & Omnichannel Experience – Driving Data Governance, Loyalty Innovation, and Lifetime Value at brighthush

About brighthush

brighthush stands at the forefront of the consumer electronics and technology retail landscape, offering an unrivaled selection of more than 40,000 cutting‑edge products. With a legacy that spans over four decades, brighthush has consistently set the benchmark for product expertise, relentless innovation, and customer service excellence. Our mission is simple yet powerful: to empower every customer with the best technology solutions while cultivating a culture of passion, energy, and commitment across every level of our organization.

As we expand our omnichannel footprint—integrating flagship stores, e‑commerce, and mobile experiences—brighthush is seeking a visionary leader to spearhead our Customer Relationship Management (CRM) strategy. This role will be pivotal in driving customer acquisition, retention, and lifetime value, ensuring that every touchpoint, whether online or in‑store, delivers a seamless, personalized experience.

Key Responsibilities

As the Senior Director of CRM, you will own the end‑to‑end customer lifecycle and collaborate with cross‑functional teams to align CRM initiatives with business objectives. Your responsibilities will include:

• Omnichannel CRM Strategy: Define and execute a comprehensive CRM roadmap that fuels store traffic, enhances BOPIS (Buy Online, Pick‑Up In‑Store) conversion, and delivers integrated omnichannel experiences.
• Lifecycle Management: Oversee acquisition, onboarding, engagement, retention, loyalty, and reactivation programs, ensuring each stage is data‑driven and customer‑centric.
• Data Integrity & Governance: Maintain the highest standards of data quality across all retail and digital platforms, including de‑duplication, identity resolution, and master customer record management.
• Segmentation & Personalization: Build dynamic customer segments based on purchase behavior, channel engagement, geography, store preference, and category affinity. Leverage these segments to deliver hyper‑personalized messaging across email, SMS, push notifications, and membership communications.
• Geo‑Targeting & Store Activation: Utilize location data and store‑preference insights to drive foot traffic, online reservations, and omnichannel fulfillment pathways.
• Platform Leadership: Manage CRM, marketing automation, loyalty, and customer data platforms (brighthush), ensuring seamless integration with POS, e‑commerce, and membership systems.
• Analytics & Optimization: Partner with analytics teams to measure customer behavior, attribution, and ROI across all channels. Establish test‑and‑learn frameworks to continuously refine personalization, cadence, and conversion rates.
• Compliance & Privacy: Ensure adherence to global privacy regulations (GDPR, CCPA) and internal data governance policies.
• Team Leadership: Build, mentor, and lead a high‑performing CRM and lifecycle marketing team, fostering a culture of collaboration, innovation, and continuous improvement.
• Stakeholder Collaboration: Serve as the CRM subject‑matter expert across the organization, working closely with Stores, Merchandising, Marketing, Digital, E‑commerce, IT, Analytics, and Customer Support to align strategies and deliver measurable results.

Essential Qualifications

• Bachelor’s degree in Marketing, Business, Information Systems, or a related field (MBA or advanced degree preferred).
• 8–12+ years of progressive experience in CRM, lifecycle marketing, or customer experience within an omnichannel or retail environment.
• 3–5+ years of people‑management experience, leading cross‑functional teams.
• Hands‑on expertise with CRM, marketing automation, POS, membership programs, and customer data platforms (brighthush strongly preferred).
• Proven track record in managing customer data quality, de‑duplication, and data hygiene.
• Strong analytical mindset with the ability to translate customer insights into actionable business outcomes.
• Deep understanding of customer data attribution, segmentation, and personalization strategies.
• Experience with geo‑targeting, lifecycle marketing, and omnichannel attribution models.
• Excellent communication, stakeholder management, and cross‑functional collaboration skills.
• Willingness to travel occasionally to support regional initiatives and partner engagements.

Preferred Qualifications

• Advanced certifications in CRM platforms, data analytics, or marketing technology.
• Experience leading large‑scale CRM transformations in a fast‑paced retail environment.
• Knowledge of emerging technologies such as AI‑driven personalization, predictive analytics, and conversational commerce.
• Demonstrated success in scaling loyalty programs and driving repeat purchase behavior.
• Experience working with global teams and multi‑currency, multi‑language data environments.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Project & Program Management
• Change Management & Process Improvement
• Technical Acumen with CRM & CDP Platforms
• Strong Presentation & Influencing Skills
• Adaptability & Resilience in a Dynamic Retail Landscape

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Industry‑leading training programs focused on the latest CRM technologies, data science, and customer experience best practices.
• Mentorship from senior leaders across marketing, technology, and operations.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Clear pathways to executive roles within the customer experience and marketing functions.
• Opportunities to lead global initiatives and influence the strategic direction of brighthush’s omnichannel experience.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, innovation, and empowerment. We celebrate diversity, encourage creative problem‑solving, and reward results. Our employees enjoy:

• Open communication channels with leadership.
• Inclusive teams that value diverse perspectives.
• Flexible work arrangements that support work‑life balance.
• Employee recognition programs that celebrate achievements.
• A commitment to sustainability and community engagement.

Compensation, Perks & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Employee discount program with deep savings on technology products.
• Tuition reimbursement and continuous learning stipend.
• Wellness initiatives, including on‑site fitness resources and mental health support.
• Regular team‑building events and community service opportunities.

Why Join brighthush?

At brighthush, you will be part of a forward‑thinking organization that places customer experience at the heart of everything we do. You will have the chance to shape the future of retail, drive measurable business impact, and grow alongside a team that values innovation, integrity, and inclusion.

How to Apply

Ready to lead the next chapter of brighthush’s customer experience journey? Submit your resume and a cover letter detailing your relevant achievements and why you’re the ideal fit for this role. We look forward to exploring how your expertise can help us continue to delight customers and set new industry standards.