CRM Specialist

Comfort starts with our 10,000+ team members across the globe, who are transforming the power of comfort every day. Our employees have the power to change lives, in our homes, work and communities. We foster an inclusive environment while honoring a legacy built on family, where everyone can be themselves.
 
If you are ready to join an industry leading organization where our people are the most important asset, and innovation propels us into the future, you’re ready to take your seat at La-Z-Boy Incorporated. 
 
WE BELIEVE IN THE TRANSFORMATIONAL POWER OF COMFORT

Job Summary:
This position supports the execution of customer relationship marketing campaigns across direct mail, telemarketing, email and SMS. This role coordinates campaign setup, audience preparation, quality assurance, deployment and reporting. This is an excellent opportunity for a detail-oriented marketing professional to build practical experience in customer lifecycle marketing and marketing automation while helping deliver accurate, timely and relevant customer communications.

Job Description:

KEY RESPONSIBILITIES (other duties as assigned):

- Support the execution of customer relationship marketing campaigns across direct mail, telemarketing, email and SMS.
- Coordinate assigned campaigns and maintain calendars, timelines and dependencies from approved brief through deployment and post-launch validation, escalating risks as appropriate.
- Partner on campaign setup in Eloqua, Attentive and other CRM platforms, including audience preparation, workflow configuration, deployment and validation.
- Support the development and deployment of automated, triggered, promotional, transactional and customer journey communications.
- Build and update audience segments, lists, workflows and campaign assets in partnership with the Senior Marketing Automation Specialist.
- Collaborate with Creative, eCommerce, Channel Marketing, Consumer Insights, Technology and external vendors to ensure campaigns align with brand standards, customer experience expectations and business objectives.
- Conduct thorough campaign quality assurance and troubleshoot issues related to audience eligibility, links, personalization, rendering, copy, offers, tracking and other campaign elements before launch.
- Apply established consent, preference, suppression, privacy and data-quality requirements, escalating potential compliance or data issues before deployment.
- Maintain campaign documentation, processes and best practices to support consistency and operational efficiency.
- Monitor performance and assist with reporting on deliverability, response, engagement, conversion, sales or attributed revenue and opt-out metrics.
- Support structured testing across audiences, content, offers, cadence, timing and channel, documenting results and learnings for future optimization.
- Support priority CRM initiatives, including lifecycle orchestration, personalization, loyalty and emerging owned-channel capabilities as the CRM strategy evolves.

SCOPE & IMPACT:

Supports the accurate and timely execution of customer communications across multiple CRM channels and customer journey touchpoints. The role influences campaign quality, operational efficiency, brand consistency, and customer engagement by coordinating detailed execution activities, completing comprehensive quality assurance and escalating risks or issues before deployment. This position manages multiple concurrent campaigns and works across internal teams, external vendors, and marketing technology platforms. This role does not have direct budget ownership or people-management responsibility unless otherwise assigned.

MINIMUM REQUIREMENTS:

- Bachelor’s degree in Marketing, Communications, Business or a related field with 2-4 years of experience in CRM, email marketing, lifecycle marketing, digital marketing, or equivalent
- Strong attention to detail, organizational skills and commitment to accuracy.
- Ability to manage multiple projects, priorities and deadlines in a fast-paced environment.
- Basic understanding of customer lifecycle marketing, audience segmentation and campaign execution.
- Strong written and verbal communication skills, with the ability to communicate issues and required revisions clearly.
- Ability to collaborate effectively with cross-functional teams and external partners.
- Working knowledge of Excel and other common productivity tools, with the ability to organize campaign data, validate audience counts and interpret basic performance reporting.

PREFERRED REQUIREMENTS:

- Hands-on experience with Eloqua, Attentive or similar CRM, email marketing or SMS platforms.
- Experience supporting automated, triggered, transactional or customer journey campaigns.
- Experience conducting quality assurance for print, email, SMS or telemarketing campaigns.
- Familiarity with marketing analytics, campaign reporting and key performance indicators such as click-through rates, conversions and engagement.
- Experience with audience segmentation, workflow configuration, testing or campaign optimization.
- Familiarity with customer data platforms, consent and preference management, campaign taxonomy or customer-data quality practices.

SUPERVISORY RESPONSIBILITIES: None

PHYSICAL DEMANDS/WORK ENVIRONMENT:

Primarily a professional office and virtual-collaboration environment requiring regular use of a computer, telephone, and video-conferencing tools, with periods of sitting or standing. Occasional travel of up to 15% is required to support business meetings, partners, and company locations. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Weekly Hours:
40

Benefits for Employees in the US:

Benefit offerings to employees and their families include: Medical, Vision, Dental and Basic Life Insurance, available 401k retirement plan with company match of up to 6%. Paid time off includes: 9-11 paid holidays each year, two weeks’ prorated vacation as a new hire and either personal time (non-exempt only) or state mandated sick time.

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More information can be found via: https://learn.bswift.com/la-z-boy

If this role requires travel / driving in order to perform the key responsibilities outlined above, candidates must be able to meet the qualifications noted in the company’s Driver Management Program to be considered for the role.

At La-Z-Boy Incorporated, we're an equal opportunity employer. We understand that our employees’ diverse backgrounds, experiences, perspectives, and viewpoints add value to our ability to create and deliver the best possible service, quality products, and is of utmost importance as we work together to build comfort. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

We are committed to fostering an environment in which all employees feel valued, included, and empowered to do their best work and bring great ideas to the table. If you are a qualified individual that may need a change or adjustment to the application/interviewing/hiring process as a result of your disability, you may request a reasonable accommodations by emailing our recruiting team at [email protected] or by calling 734-242-1444.