Position Overview
The Guitar Center Company is seeking a bold, technically fluent, and strategic Sr. Manager CRM Marketing to lead the next chapter of lifecycle marketing across Guitar Center and Musician’s Friend. This is a strategic leadership role at the center of a rapidly evolving CRM organization—where innovation, personalization, and intelligent automation drive the future of customer engagement.
Reporting to the Sr. Director of CRM, this leader will oversee a large team responsible for designing and delivering customer-centric email and SMS marketing programs. You’ll champion the shift from traditional batch messaging to scalable, real-time, data-driven journeys powered by Salesforce Marketing Cloud (SFMC), while partnering closely with our CRM Solutions Architect and Customer Data team to bring disruptive, AI-enabled experiences to life.
This is a rare opportunity for a marketing leader who thrives at the intersection of campaign execution, automation architecture, and creative solutioning—and who’s passionate about building CRM that truly speaks to the musician.
Key Responsibilities
- Lead email & SMS marketing strategy & daily operations of the CRM marketing team—ensuring timely execution of promotional, lifecycle, and triggered communications across channels.
- Architect and implement next-generation CRM strategies that go beyond calendars—using behavior, data, and personalization to deliver timely, relevant messages at scale.
- Serve as the team’s SFMC expert, driving advanced use of Journey Builder, Automation Studio, AMPscript, dynamic content, and SQL-powered segmentation.
- Identify high-volume or repetitive campaigns with automation potential, and lead their evolution into efficient, scalable, always-on journeys.
- Champion the use of agentic AI and intelligent automation to generate, iterate, or optimize customer journeys—pushing the boundaries of what CRM can achieve in a creative retail environment.
- Partner closely with the CRM Solutions Architect to align technical execution with marketing vision and campaign logic, ensuring platform performance and scalability.
- Collaborate deeply with the Customer Data team to activate segmentation, triggers, and real-time data signals that power smarter customer communications.
- Build and refine testing and experimentation frameworks to continually improve performance, personalization, and channel effectiveness.
- Monitor campaign and journey performance using SFMC dashboards, Adobe Analytics, and other measurement tools—translating data into action.
- Foster a culture of continuous learning and innovation across the CRM team, coaching team members on marketing best practices and emerging capabilities.