Remote Customer Experience Jobs in Springfield, MA

The Sr. Specialist, Retention Marketing leads the planning, execution, measurement, and day-to-day coordination of customer marketing campaigns across CRM channels, including email, SMS/text, direct mail, and other owned communications. This individual contributor owns assigned campaigns from planning through deployment and performance analysis, while coordinating timelines, creative and merchandising inputs, audience setup, quality assurance, and cross-functional approvals.

This role is designed for an organized, execution-focused marketer who can independently manage multiple priorities, make sound day-to-day campaign decisions, and translate performance data into practical recommendations. The position is primarily remote or hybrid, based on business and team needs, and requires availability during core business hours for meetings, approvals, campaign launches, and other time-sensitive work. Occasional travel to the home office or other business locations may be required.

What You'll Do

Campaign Planning, Project Management & Execution

Lead the day-to-day execution and optimization of retention marketing campaigns across email, SMS, direct mail, and other owned customer communication channels.

Build and manage campaign workbacks, timelines, approvals, QA checkpoints, deployment readiness, and post-launch analysis across multiple concurrent campaigns.

Serve as the primary CRM coordination partner for Creative, Merchandising, Ecommerce, Digital Marketing, Analytics, IT, agencies, and external vendors.

Own campaign setup, orchestration, proofing, QA, deployment, and monitoring within CRM and marketing automation platforms, including audience selection, segmentation inputs, triggered journeys, and automation updates.

Maintain campaign calendars, trackers, naming conventions, documentation, and repeatable processes that improve execution quality and cross-functional visibility.

Coordinate seasonal activations and list-growth initiatives, such as sweepstakes or sign-up campaigns, from requirements gathering through performance recap.

Performance Monitoring, Reporting & Optimization

Analyze campaign performance and recommend improvements to customer engagement, conversion, retention outcomes, and overall campaign effectiveness.

Develop clear campaign recaps that communicate insights, learnings, and actionable recommendations for future targeting, messaging, and planning.

Support campaign testing, reporting validation, and performance analysis, including A/B testing and test-and-learn initiatives.

Identify opportunities to improve campaign effectiveness, operational efficiency, and the customer experience through ongoing analysis and process improvement.

What You'll Bring to Bob's

At Bob's Discount Furniture, we value the unique skills and experiences that each candidate brings. Success in this role is driven by a combination of technical expertise, problem-solving ability, communication, collaboration, accountability, and customer focus. We encourage candidates to apply even if their experience was gained through a nontraditional career path or does not match every preferred qualification.

Key Skills for Success

To excel in this role, you will need to demonstrate strengths in the following skill areas:

Core Competencies & Expertise

Campaign execution: Ability to move CRM campaigns from planning through setup, QA, deployment, monitoring, and post-launch review.

Project coordination: Strong organization and time-management skills, with the ability to balance competing priorities, dependencies, and deadlines.

CRM and marketing technology: Working knowledge of CRM, email service provider, SMS, marketing automation, project management, reporting, or collaboration platforms.

Quality assurance and attention to detail: Ability to review audiences, creative assets, links, messaging, timing, and campaign setup for accuracy and readiness.

Reporting and analytics: Ability to interpret campaign results, validate reporting, identify trends, and convert insights into practical recommendations.

Cross-functional communication: Clear, dependable communication with internal partners, leadership, agencies, and vendors.

Accountability and autonomy: Ability to independently manage assigned campaigns, make day-to-day execution decisions, and escalate risks appropriately.

Adaptability and strategic thinking: Comfort adjusting priorities and using customer and campaign insights to improve future work.

Preferred Competencies & Skills

Experience supporting retention, lifecycle, loyalty, promotional, email, SMS, direct mail, or other customer marketing campaigns.

Familiarity with audience segmentation, triggered journeys, campaign QA, A/B testing, and basic marketing performance reporting.

Experience coordinating work with Creative, Merchandising, Ecommerce, Digital Marketing, agencies, or external vendors.

Experience developing test-and-learn approaches and translating campaign performance into actionable recommendations.

Retail, ecommerce, home furnishings, consumer products, or multi-location retail experience.

Proficiency with Microsoft Excel, PowerPoint, and relevant marketing technology platforms.

Who We Are

At Bob's, we have fun, we love what we do, and we're growing fast! As one of the leading omni-channel furniture retailers in the country with over 190 stores, we're committed to creating a workplace that values skills-based hiring, diverse perspectives, and an inclusive culture where everyone can thrive.

How We Will Support Your Success

We know you have many choices when it comes to your career. At Bob's, we invest in your growth, well-being, and career advancement.

Benefits & Perks

Competitive Medical, Dental, and Vision Insurance

Generous paid time off, including vacation, personal days, sick leave, holidays, and your birthday!

401(k) Profit Sharing Plan with a generous company match

Pet Insurance and employer-paid Life Insurance options

Professional Development: Tuition reimbursement, on-demand learning, and career progression pathways

Employee Discount starting on Day 1, plus exclusive partner discounts

And so much more!

Our Culture & Core Values

At Bob's, we believe in fostering a positive, inclusive, and skill-driven work environment. Our core values-Honesty, Integrity, Transparency, Community, Safety, Diversity, Accountability, and Fun-guide everything we do. We're not just a workplace; we're a team that supports and celebrates each other!

Minimum Qualifications

3-5 years of relevant experience in CRM, retention marketing, lifecycle marketing, ecommerce marketing, email marketing, campaign operations, or a related field.

Demonstrated experience coordinating campaign timelines, approvals, QA, deployment, or performance reporting.

Bachelor's degree in marketing, Business, Communications, or a related field, or an equivalent combination of education and relevant experience.

Ability to work effectively in a primarily remote or hybrid environment while maintaining strong communication, organization, and collaboration.

Availability during core business hours to support meetings, approvals, campaign execution, and time-sensitive launches.

Supervisory Responsibility

This role does not have direct supervisory responsibility. The position is expected to independently manage assigned projects and coordinate workstreams with internal and external partners.

Physical Demands

This role primarily involves computer-based work in a home office or professional office environment. The position requires the ability to communicate through email, Teams, web conferencing, project management tools, and shared documents, and to occasionally travel for meetings, training, planning sessions, vendor engagements, or industry events.

Diversity is a Core Value at Bob's

At Bob's Discount Furniture, we want you to feel at home. Whether you're shopping with us or a part of the Bob's team, we want you to know that you are valued, appreciated, and free to be who you are.

We are committed to creating a place as diverse as the communities we serve.

It is policy of Bob's Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact talentacquisitionteam@mybobs.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Expected Base Pay Not Including Potential Commissions, Incentive, Bonus, etc. Opportunities:

It is policy of Bob's Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact talentacquistionteam@mybobs.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.