Manager, CRM

Museum of Science and Industry, Chicago

The Manager, CRM is a new role at the Museum of Science of Industry, Chicago and will be responsible for establishing and growing the Customer Relationship Management (CRM) function across the Museum. Museum visitors (we call them “guests”) are the lifeblood of our organization. Through the paid admission of our guests, we are able to host more than 350,000 school children on free field trips to the Museum each year, along with other educational and outreach programs.

The Manager, CRM will grow the Museum’s CRM strategy, systems, tactics and analytics from the ground up, creating and fostering relationships with our 1.3+ million annual guests. This high impact role will be responsible for both the strategic direction and day-to-day performance of the company’s personalized marketing programs. The ideal candidate will have a strong background in customer segmentation and be able to leverage data to drive personalized communications programs across our owned digital channels to drive deeper engagement and ultimately, visits to the Museum.


Responsibilities include, but are not limited to, the following:

  • Establish the Museum’s CRM baseline roadmap, platform(s) and data needs/opportunities, working closely with the Museum’s CMO, Director of Digital Media and Director of Marketing
  • Collaborate with IT and Guest Operations staff to develop data connectors to integrate the Museum’s disparate data systems with the selected CRM platform(s)
  • Find new ways to grow the Museum’s actionable knowledge about our guests through direct engagement with our guests, customer analytics, systems integrations and acquired data
  • Own the end-to-end design and execution of streamlined outbound ad-hoc emails, automated marketing and social media programs to drive measurable increases in Museum guest visits
  • Develop Key Performance Indicators (KPIs) and provide analysis and reporting on program performance
  • Optimize email and social campaign performance through continual experimentation
  • Partner with Marketing, PR, Digital and Exhibits staff to develop personalized campaigns in collaboration with planned marketing campaigns, upcoming exhibitions and programs
  • Champion the continuous advancement of data-driven marketing and best practices
  • Define how the Museum manages and protects guest data and privacy


  • Bachelor’s degree and/or five or more years in a digital marketing role
  • Four or more years of experience and a proven track record of developing CRM capabilities and executing successful CRM programs using email and other digital channels within a consumer-facing industry
  • Experience working with customer segmentation and personalized digital campaigns based on segments and individual data
  • Proven expertise with growing and optimizing successful trigger-based email marketing programs
  • Direct experience managing and optimizing email and social media campaign calendars
  • Experience working in and/or with creative teams
  • Demonstrated experience managing the development of email and social campaign creative (artwork and copy) in collaboration with in-house copywriters and designers
  • Experiencing working with consumer brands or public institutions a plus
  • Excellent communicator and collaborator
  • Strong analytical and project management skills
  • Detail oriented with focus on delivering results
  • Proactive, self-starter, problem solver and organized
  • Energized and able to manage and prioritize many tasks simultaneously

To apply, please go to:

 The Museum of Science and Industry is an Equal Opportunity/Affirmative Action employer, which includes providing equal opportunity without regard to race, color, religion, gender, national origin, disability, or protected veteran status.