Manager of CRM

Manager Of CRM

Since opening our first self-storage facility in 1972, Public Storage has grown to become the largest owner and operator of self-storage facilities in the world. With thousands of locations across the U.S. and Europe, and more than 170 million net rentable square feet of real estate, we're also one of the largest landlords.

We've been recognized as A Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion. We're a member of the S&P 500 and FT Global 500. Our common and preferred stocks trade on the New York Stock Exchange.

Job Description

The Manager of CRM is responsible for the strategic leadership, execution, and optimization of CRM marketing initiatives to drive customer engagement, retention, and lifetime value across Public Storage's digital and offline channels. This individual will lead a team to design omni-channel CRM strategies, own the technology roadmap, partner closely with data, digital marketing and product teams, and be accountable for results-driven campaign management at scale.

Key Responsibilities

• Strategy & Leadership : Own and evolve our comprehensive CRM lifecycle strategy, ensuring alignment with business objectives and customer needs. Drive growth, retention and loyalty initiatives, including customer segmentation, journeys, and personalized communications. Lead and mentor a high-performing team of CRM professionals.
• Execution & Optimization : Oversee execution of multi-channel campaigns (email, SMS, push, direct mail, call center, etc.) with A / B testing and analytics to drive continual improvement. Leverage customer insights and analytics to optimize targeting, content, and frequency across channels.
• Technology & Data : Manage CRM platform(s), integrations, and data infrastructure in collaboration with IT and external vendors. Ensure adherence to data privacy regulations and best practices. Develop roadmap for CRM technology stack enhancements, evaluating and recommending new tools as necessary. Troubleshoot and resolve front-end issues within CRM environment, ensuring seamless functionality and user satisfaction, by understanding the underlying code. Create and implement dynamic content and personalization features by directly manipulating HTML and CSS. Write and optimize SQL queries to extract, manipulate, and report on CRM data for insights and decision-making. Assist in CRM system upgrades and migrations by validating front-end components and ensuring data continuity through SQL checks.
• Collaboration : Partner with Product, Digital Marketing, Operations, Customer Care and Analytics teams to align CRM with broader customer experience and business initiatives. Develop dashboards and present progress, results, and recommendations to senior leadership.

Qualifications

Bachelor's degree in Marketing, Business, Analytics, or related field; Master's / MBA a plus. 5+ years' experience in CRM strategy & execution, preferably in a consumer services or retail environment. Proven ability to lead teams, manage large-scale CRM campaigns, and deliver measurable results (increased retention, CLV, NPS, etc.). Hands-on expertise with leading CRM / email service platforms (Salesforce, Braze, Iterable, etc.). Hands-on expertise with HTML, CSS, and SQL required, Python and JavaScript strongly preferred. Strong analytical skills, including customer segmentation, campaign performance analysis, and A / B / multivariate testing. Excellent project management skills and ability to work cross-functionally. Deep understanding of data privacy and compliance (CAN-SPAM, TCPA, CCPA, etc.). Exceptional communication, presentation, and stakeholder management skills.

Preferred Qualifications

What We Offer

Additional Information

One of our values pillars is to work as OneTeam and we believe that there is no replacement for in-person collaboration but understand the value of some flexibility. Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month.

Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply.