Manager, CRM & Loyalty - WSS

Overview This hybrid position will be located at our WSS office. Expectations for hybrid in-office schedule is three days a week, Tuesday, Wednesday, and Thursday. WSS is seeking a Manager, CRM & Loyalty to build and scale our customer engagement ecosystem across email, SMS, and owned channels. This role sits at the intersection of marketing, data, and technology—owning both lifecycle strategy and the infrastructure that powers it. The role will develop the key tactics to acquire, engage, retain, and reactivate our omni-channel customer base for our network of stores and digital platforms. We’re looking for a builder. Someone who has stood up or oversaw CRM programs from the ground up, connected systems, and turned customer data into measurable revenue impact. If you’ve operated in high-volume retail environments—and are looking for more ownership and influence, this role offers the opportunity to shape CRM & Loyalty as a core growth engine. Responsibilities Build & Scale CRM Infrastructure Develop and evolve WSS’s CRM & Loyalty lifecycle marketing strategy from the ground up Define and verify data flows across ESP, CDP, SMS platforms, and analytics tools Partner with marketing and IT/data teams to ensure clean, reliable, and actionable customer data CRM & Loyalty Strategy & Lifecycle Execution Oversee end-to-end lifecycle strategy across all customer touchpoints, including in-store (POS), online (My Account), email, SMS, push channels, and advertising syndication Design and launch automated journeys (acquisition, onboarding, retention, win-back) Drive personalization using behavioral, transactional, and engagement data Segmentation & Customer Intelligence Build scalable segmentation frameworks tied to lifecycle stage, purchase behavior, customer value, demographic, DMA, etc. Identify high-impact audience opportunities to improve retention and LTV Translate insights into targeted campaigns and cross-channel strategies Reporting & Omnichannel Analytics Own CRM & Loyalty performance reporting, connecting engagement metrics to revenue outcomes Develop dashboards for cohort analysis, retention trends, and repeat purchase behavior Contribute to a unified view of the customer across retail, eCommerce, and paid channels Cross-Functional Leadership Partner with store operations, training, retail marketing, digital/ecommerce, merchandising, and paid media teams Align CRM & Loyalty strategy with promotional calendars and business objectives Act as the internal expert on lifecycle marketing, customer data, and CRM performance Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE REQUIREMENTS: 4-5 years of experience in CRM, loyalty, lifecycle marketing, or marketing technology within retail or eCommerce Proven experience building or significantly restructuring CRM programs from the ground up Ability to evaluate, implement, and optimize best-in-class tools across the CRM and data stack—not just operate within existing systems Hands-on experience with modern CRM & loyalty ecosystems, including platforms such as Attentive and Salesforce Marketing Cloud Strong familiarity with data infrastructure, including Snowflake or similar warehouse solutions and/or Power BI Experience activating and integrating customer data across CDPs/DMPs and identity platforms such as LiveRamp Exposure to personalization and testing tools such as Nosto Deep understanding of segmentation strategy, lifecycle design, and CRM performance measurement Experience in high-volume retail environments (footwear, apparel, or similar) strongly preferred OTHER SKILLS and ABILITIES: We’re looking for individuals who will help define how we understand, engage, and retain our customers at scale. What success would look like with candidates with a builder mentality: A scalable, integrated CRM ecosystem that supports personalized, data-driven marketing Clear segmentation and lifecycle strategies that drive measurable revenue growth Increased retention, repeat purchase rate, and customer lifetime value Seamless alignment between CRM, retail stores, and digital channels The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. At Foot Locker, we value innovation, authenticity, and integrity in all that we do. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools, including ChatGPT, during interviews and assessments. To ensure a smooth and secure experience, please review the following guidelines: Cameras must be on for all virtual interviews. AI tools are strictly prohibited during interviews or assessments. We appreciate your understanding and cooperation as we work together to create a transparent and equitable hiring experience. Benefits The annual base salary range is $100,000 - $120,000 / year. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive short term incentives that align with individual and company performance. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the WSS total compensation package, which includes the below. Paid Time Off, Paid Parental Leave Life, Medical, Dental, and Vision Coverage – Individual and Family Plans Self-Development & Recognition Programs Bonus Incentive Program Advancement Opportunities 401k Retirement Plan and HSA Contributions 30%-50% Employee Discount - Friend & Family Events Community Engagement Opportunities This is a hybrid position with in‑office work on Tuesday, Wednesday, and Thursday in our Gardena, CA office. ABOUT WSS: WSS is the premier footwear retailer in the U.S. doing business in neighborhood-based stores. Consumers trust WSS for the best brands, greatest values and largest selection of athletic, dress, fashion and casual footwear for the entire family. Our large store format enables us to showcase thousands of styles from top name brands like Nike, Jordan, Vans, Converse, Adidas, Puma, Skechers, etc. In addition, WSS carries high quality private brands augmenting the breadth of selection to deliver amazing value to our customers. WSS is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. Build & Scale CRM Infrastructure Develop and evolve WSS’s CRM & Loyalty lifecycle marketing strategy from the ground up Define and verify data flows across ESP, CDP, SMS platforms, and analytics tools Partner with marketing and IT/data teams to ensure clean, reliable, and actionable customer data CRM & Loyalty Strategy & Lifecycle Execution Oversee end-to-end lifecycle strategy across all customer touchpoints, including in-store (POS), online (My Account), email, SMS, push channels, and advertising syndication Design and launch automated journeys (acquisition, onboarding, retention, win-back) Drive personalization using behavioral, transactional, and engagement data Segmentation & Customer Intelligence Build scalable segmentation frameworks tied to lifecycle stage, purchase behavior, customer value, demographic, DMA, etc. Identify high-impact audience opportunities to improve retention and LTV Translate insights into targeted campaigns and cross-channel strategies Reporting & Omnichannel Analytics Own CRM & Loyalty performance reporting, connecting engagement metrics to revenue outcomes Develop dashboards for cohort analysis, retention trends, and repeat purchase behavior Contribute to a unified view of the customer across retail, eCommerce, and paid channels Cross-Functional Leadership Partner with store operations, training, retail marketing, digital/ecommerce, merchandising, and paid media teams Align CRM & Loyalty strategy with promotional calendars and business objectives Act as the internal expert on lifecycle marketing, customer data, and CRM performance To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE REQUIREMENTS: 4-5 years of experience in CRM, loyalty, lifecycle marketing, or marketing technology within retail or eCommerce Proven experience building or significantly restructuring CRM programs from the ground up Ability to evaluate, implement, and optimize best-in-class tools across the CRM and data stack—not just operate within existing systems Hands-on experience with modern CRM & loyalty ecosystems, including platforms such as Attentive and Salesforce Marketing Cloud Strong familiarity with data infrastructure, including Snowflake or similar warehouse solutions and/or Power BI Experience activating and integrating customer data across CDPs/DMPs and identity platforms such as LiveRamp Exposure to personalization and testing tools such as Nosto Deep understanding of segmentation strategy, lifecycle design, and CRM performance measurement Experience in high-volume retail environments (footwear, apparel, or similar) strongly preferred OTHER SKILLS and ABILITIES: We’re looking for individuals who will help define how we understand, engage, and retain our customers at scale. What success would look like with candidates with a builder mentality: A scalable, integrated CRM ecosystem that supports personalized, data-driven marketing Clear segmentation and lifecycle strategies that drive measurable revenue growth Increased retention, repeat purchase rate, and customer lifetime value Seamless alignment between CRM, retail stores, and digital channels The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. At Foot Locker, we value innovation, authenticity, and integrity in all that we do. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools, including ChatGPT, during interviews and assessments. To ensure a smooth and secure experience, please review the following guidelines: Cameras must be on for all virtual interviews. AI tools are strictly prohibited during interviews or assessments. We appreciate your understanding and cooperation as we work together to create a transparent and equitable hiring experience.