Manager, CRM Technology

At DSW, we believe in the power of shoes. We understand shoes bring out something great from within, and since 1991 we've been helping everyone feel the rush of finding that perfect pair. So when you work for DSW, you become a part of all that. A family whose core values are comprised of passion, accountability, collaboration, and humility. You become one of us, You become a Shoe Lover!

The CRM Manager is responsible for shaping the technology strategy for CRM in the digital space and the successful execution as it relates to the tactical roadmap. The manager is responsible for application systems management and the CRM team management. The position leads application development team responsible for supporting and enhancing our retail CRM applications. The primary role of the Manager, CRM Technology is to help maintain an overall solution architecture, enhance and support the CRM applications. The team is responsible for the elicitation and the analysis of the business requirements and technology objectives. The CRM Manager helps create the solution’s architecture and ensures that this vision is achieved through guidance to the internal and externally sourced development and technical teams, review of technical specifications, and review of code. The CRM Manager is also responsible for defining all points of integration between CRM applications and 3rd party systems. This lead role is expected to stay abreast of trends and new technologies that could impact the CRM landscape, and proactively leverage emerging service, technology and marketplace trends. The manager achieves results through exceptional subject matter expertise, technology leadership, intensive innovation and creativity, collaboration, and teamwork. To perform at this level, deep knowledge of CRM Technologies in a retail environment must be combined with the ability to provide strategic guidance, handle complex business situations, and communicate effectively with all levels of the organization. This is a professional level role that works on multiple projects as a subject matter expert and works on issues of high complexity that require knowledge across multiple technical areas and business units. This position reports to the VP, Application Development and has no direct reports.

* Thorough and comprehensive knowledge of software development/package implementation life cycle process * Thorough experience in the applications support arena, including job scheduling and management, change management, data management, applications and database troubleshooting and maintenance * Highly effective manager, understands delegation and accountability; is comfortable with leveraging others to get things done; is a effective coach and mentor to subordinates * Thorough knowledge and experience with project management processes and tools as well as prevailing software development tools and methodologies * Proven ability to understand business and technical requirements, development estimates, and project plans. * Proven relationship management skills with the ability to interface with all personnel * Excellent written, verbal, presentation, and communication skills as well as excellent listening skills * Ability to collect, analyze and interpret data * Ability to facilitate through conflict and manage conflict appropriately * Ability to develop and execute detailed tactical plans on multiple projects * Ability to organize and prioritize multiple assignments simultaneously * Action-oriented and a high tolerance for ambiguity * Ability to coordinate, lead and manage groups of people with different objectives from multiple functional areas and ability to form and manage an effective project team * Ability to effectively manage business relationships

- Five years management experience in retail CRM applications development - Specific knowledge and experience with CRM applications and related business processes - Working knowledge of one or more industry best practices and standards (e.g., CMM, ITIL (preferred), CMM, COBIT, ISO, etc.) - Bachelors degree in Engineering or Computer Science