Job Description

Who we are . . .

The Customer Relationship Management (CRM) Program Management Director oversees the Deployment & Technical Operations function and team. This area is responsible for bridging the gap between the needs of marketing and the capabilities unlocked by Product, Analytics and Technology. This group works with a variety of teams such as Stores, Customer Care, Marketing, Credit, Digital and HR to design the strategy and support the daily execution of customer communication (including program management, intake, prioritization and incident management). Communications are across multiple channels (Email/App, Direct Mail, Digital Audience Management) and product lines (Nordstrom, Nordstrom Rack). The team is also responsible for providing data analysis to aid in hypothesis generation to support strategic direction and decisions.

This leader will support a variety of positions within the teams including Program Management Tech, Data Analytics and Engineering while also driving the team’s usage of data produced by several Marketing execution platforms like Salesforce Marketing Cloud (SFMC) and LiveRamp. This role will also lead collaboration with the VP of Customer Marketing to ensure strategic alignment with larger CRM, Marketing and JWN priorities as well as build key partnerships and collaboration with Directors & VPs of Product, Technology, and Data Science & Analytics.

This is a Remote hire opportunity that requires qualified candidates to be available to work Pacific Standard Time hours. Nordstrom is able to offer remote employment of this position in all US states except AR, MS, MT, NE, NH, ND, SD, VT, WV, and WY.

A day in the life . . .

• Responsible for building and executing CRM strategy and roadmap by broadly engaging with the business to identify opportunities that can have significant impact on Nordstrom’s business.
• Management of ~$5m of operating expenses in support of marketing communications program through vendor support (Sales Force Marketing Cloud, Litmus, Digital Additive, Live Ramp, etc.).
• Accountable for the operational management of complex CRM platforms:
  • Oversight of Infrastructure: In-platform configurations, Custom data ingress/egress, Automation builds, Oversee the development of Marketing content, QA and deployment
  • Strategy and oversight of Testing Execution (A/B, winner selection, etc.)
  • Responsible for App deep linking mgmt.
  • Link parameter wrapping
  • Oversee Deployment monitoring and flight control
• Accountable for Campaign Management: targeted customer marketing channel execution across all JWN brands inclusive of Email (12 billion emails deployed annually), Direct Mail (catalog, and small direct) and digital platform owned data distribution. This includes Email content & shell builds, leading execution within the respective platforms and incident resolution:
  • Strategy for Planning, Campaign Intake & Technical Program Management
  • Drive Team Technical solutioning/consulting capability w/ business partners
  • Oversee development of Requirements for tech partners
  • Responsible for Execution (automated & manual)
  • Responsible for Customer journey builds & Deployment, Promotional email builds & deployment, Transactional email builds & deployment, Triggered email builds & deployment (All in SFMC)
  • Oversee Segment derivation & deployment to digital channels (LiveRamp)
  • Oversee Monitoring and Production Support, Marketing file health & Incident management & remediation
• Lead a diverse organization with teams comprised of 13 employees including Manager, Engineers, Data Analysts and Program Managers-Tech. Coach and develop capabilities in the team, increasing technical skill set, building subject matter expertise and growing consultative mindset across all functions. Inspire the team by providing a clear strategy and vision, providing mentorship, learning and opportunities to grow.
• Lead in the development of Audience Segmentation and analysis.
• Create and support operational data analytics & CRM customer data domain expertise.

You own this if you have . . .

• 10+ years experience in Marketing Operations, Data Analytics, or similar technical field(s)
• Expertise in utilizing Salesforce Marketing cloud required.
• Strong consultative capability across functions ranging from technical to non-technical partners
• Hands on experience working with enterprise customer data using SQL, Python, R or other coding languages
• Master’s Degree in technical field (Analytics, Engineering, Economics, etc.) preferred; Bachelors degree required.

We’ve got you covered…

Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:

• Medical/Vision, Dental, Retirement and Paid Time Away
• Life Insurance and Disability
• Merchandise Discount and EAP Resources

A few more important points...

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.

© 2022 Nordstrom, Inc

Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Pay Range Details

The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.