Customer Relationship Management (CRM) Manager

Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply!

At Scotts, we are passionate about helping everyone express themselves on their piece of the earth. As a leader in the consumer Lawn & Garden industry, we are constantly pushing boundaries and nurturing growth, both for plants and our people.

The CRM Manager is responsible for developing and executing the company's Customer Relationship Management (CRM) strategy. This role will oversee the entire customer lifecycle, from acquisition and onboarding to engagement, retention, and loyalty. You will manage our CRM platform, ensuring data integrity, and leverage customer insights to design and implement targeted marketing campaigns. The ideal candidate is a strategic thinker with a strong technical aptitude and a passion for understanding and serving the consumer.

In this role you will:

• Strategy & Planning:

  • Develop and implement a comprehensive CRM strategy to improve customer acquisition, retention, and lifetime value (LTV).

  • Map the end-to-end customer journey and identify key touchpoints for communication.

  • Define and manage customer segmentation to enable personalized and targeted marketing efforts.

  • Collaborate with Marketing, Sales, and Customer Service teams to ensure a cohesive and consistent customer experience.

• Campaign Management & Execution:

  • Design, build, and deploy multi-channel CRM campaigns, including email, SMS, push notifications, and in-app messaging.

  • Manage the marketing automation process and campaign calendar.

  • Conduct A/B and multivariate tests on messaging, creative, and audience segmentation to optimize campaign performance.

  • Ensure all communications adhere to brand guidelines and legal requirements (e.g., GDPR, CCPA).

• Technology & Platform Management:

  • Serve as the primary administrator and subject matter expert for our CRM platform, Salesforce Marketing Cloud.

  • Ensure the accuracy, cleanliness, and integrity of the CRM database through regular maintenance and data enrichment processes.

  • Manage CRM integrations with other business systems (e.g., e-commerce platform, analytics tools, customer support software).

  • Train internal users on the CRM platform and promote best practices.

• Analytics & Reporting:

  • Define, monitor, and report on key performance indicators (KPIs), including open rates, click-through rates, conversion rates, engagement (read vs. glance), churn, and customer lifetime value.

  • Develop dashboards and reports to provide actionable insights to stakeholders.

  • Analyze campaign results and customer data to identify trends, opportunities, and areas for improvement.

What you'll need to be successful:

• Experience in CPG or B2C industry.

• Experience with Salesforce Marketing Cloud

• Working knowledge of HTML/CSS for email template customization.

• Basic understanding of SQL for data querying and analysis.

• Familiarity with Customer Data Platforms (CDPs).

• Experience working with data visualization tools like Tableau or Google Data Studio.

To thrive in this role:

• Bachelor’s degree in Marketing, Business Administration, Information Technology, or a related field.

• 5+ years of hands-on experience in a CRM or lifecycle marketing role.

• Proven proficiency with Salesforce Marketing Cloud.

• Strong analytical skills with the ability to interpret data, identify insights, and make data-driven decisions.

• Experience with A/B testing methodologies and campaign optimization.

• Excellent project management skills and ability to manage multiple projects simultaneously in a fast-paced environment.

• Exceptional written and verbal communication skills.

Here at ScottsMiracle-Gro, we believe providing an enriching and engaging employee experience is what sets us apart from other organizations. We recognize our employees are so much more than just their job title so we offer programs and benefits that support them in all aspects of their lives. Wondering how we do it? Below is a glimpse of our highlight reel…

• Our Live Total Health program provides you with options to align to your personal needs.  Selections range from medical, dental and vision coverage for you, your spouse/domestic partner and dependents to an outstanding wellness reimbursement program to an unbelievable 401K match (up to 7.5%) as well as a 15% discount on company stock and much more

• We know our talent is our most precious asset and your unique development contributes to our organization’s success now and in the future.  Career growth at our company is not always a ladder.  It’s much more like a rock climbing adventure.  Grow through exploration and experiences rather than a predictable linear path.

• We value the importance of family. We provide access to Maven Family Planning and up to $30,000 to accommodate for adoption, fertility and surrogacy.

• Be part of something bigger by joining one of our Employee Resource Groups focusing on diversity and inclusion, family, education and sustainability: Scotts Women’s Network, Scotts Black Employees’ Network, Scotts Veterans Network, Scotts Young Professionals, Scotts Pride Network (GroPride), Scotts Associates for a Greener Earth (SAGE), Scotts Family TREE and our Associate Boards.

• Join a company with a strong belief in giving back to the communities where we live and work.  We have a shared passion for service and volunteerism and believe participating in community service benefits our communities and strengthens our team. 

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent communities.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.