Manager - CRM Lead

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

As the Manager - CRM Lead, you will step into the role of the organization's strategic CRM champion. You will shape the enterprise CRM vision, define the customer lifecycle strategy, and build the long-term roadmap that guides how we engage, retain, and grow relationships with our customers. You'll take ownership of developing and elevating the CRM function, ensuring our platforms, data ecosystem, and strategic initiatives work together to deliver a cohesive, insight-driven customer experience.

In this role, you will be accountable for the full customer lifecycle-from acquisition and onboarding through engagement, retention, and win-back. You'll ensure that CRM programs are measurable, compliant, and continuously optimized to deliver value for both customers and the organization. Your success will be seen in the evolution of the CRM function, strengthened customer retention and engagement, improved lifecycle conversion performance, and consistent achievement of CRM program milestones.

CRM Strategy, Function Build-out & Leadership

Define and lead the overall CRM and lifecycle communication strategy, setting the vision for how the organization engages customers across every stage of their journey.
• Architect and build the CRM function, including process design, technology selection, and team structure.
• Own the data and automation strategy within Salesforce and related systems, ensuring customer information is structured, integrated, and activated to support marketing and communication goals.
• Provide strategic direction, mentorship and leadership to the CRM team and cross-functional partners.
• Evaluate and implement new technologies or processes that advance CRM maturity, marketing automation, and customer insight capabilities.

Data-Driven Insights & Optimization

• Establish frameworks for analyzing customer data to identify behavioral trends, opportunities, and insights that inform marketing segmentation and communication strategies.
• Partner with internal teams to define lifecycle stages, map customer journeys, and optimize cross-channel touchpoints.
• Set and monitor KPI's such as customer lifetime value, engagement rate, conversion rate and churn.
• Oversee data quality initiatives and collaborate with data services to ensure accuracy and integrity.

Campaign & Journey Management

• Oversee the design, deployment and management of targeted multi-channel campaigns across email, SMS, app and web channels.
• Lead the development of automated workflows and dynamic segmentation models that personalize communications at scale.
• Establish best practices for campaign performance monitoring, A/B testing, and continuous improvement.

Cross-Functional Collaboration & Systems Integrations

• Serve as the primary CRM advocate, collaborating with executive leadership and cross-functional teams (e.g., billing, customer service, web analytics, and digital platforms) to drive adoption and alignment.
• Lead change management efforts to ensure successful CRM adoption including training, communication and stakeholder engagement.
• Collaborate with creative and product teams to align messaging and brand voice across all lifecycle stages.

Vendor Management

• Partner with internal teams to ensure data privacy standards (i.e. GDPR, CAN-SPAM, CCPA) are met.
• Maintain data governance protocols and ensure proper consent and preference management practices.
• Oversee CRM budget and vendor relationships, ensuring cost-effective solutions and high ROI.

Required Job Qualifications

• Bachelor's degree (or higher) -OR- 4+ years' professional work experience.
• 5+ years' experience in CRM, lifecycle or email marketing.
• 2+ year' supervisory experience.

Other Qualifications

• Bachelor's degree in marketing, Business, Communications or a related field, plus 2 years in a role building or scaling a CRM function (preferred).
• Experience within the telecommunications or a subscription-based/service model.
• Demonstrated success in building and leading CRM teams and functions.
• Hands-on expertise with Salesforce Marketing Cloud, HubSpot, Braze, Iterable, or similar CRM platforms integrated with Salesforce.
• Strong understanding of customer journey design, segmentation, automation, and analytics.
• Proven ability to translate data insights into actionable marketing strategies.
• Familiarity with telecom KPIs such as churn, ARPU, and subscriber lifecycle.
• Understanding of data privacy regulations (CCPA, GDPR) and CRM compliance requirements.
• Preferred: Experience with Salesforce Data Cloud or Customer 360, plus basic knowledge of SQL, HTML, or AMPscript.
• Excellent collaboration, communication, and project management skills.

Physical Demands and Work Environment

While performing the duties of this job, the associate is regularly required to sit, stand, write, and operate a computer keyboard, standard office equipment, and telephone. The associate regularly communicates with customers and is frequently required to move about and reach for items. The associate may occasionally lift and/or move up to 25 pounds. These physical demands are representative of those that must be met to successfully perform the essential functions of this job.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what's listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!

Associates scheduled to work 20 or more hours per week have access to:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs

Associates working 30 or more hours per week additionally have access to:

• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Pay Transparency

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.