Toys'R'Us, Inc. Director of Customer Engagement Marketing in Wayne, New Jersey

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Job Description

The Director of Customer Engagement/CRM Marketing is responsible for deepening our relationship with Toys R Us and Babies R Us customers to drive incremental sales, share, retention and lifetime value. The candidate will be a marketing rock star and serve as the leader of the direct marketing function for the team, including developing the marketing strategy to drive customer engagement at key lifecycle moments. The role will oversee customer targeting, the design of innovative customer engagement programs, our test and learn agenda, and partner with the Analytics team to understand campaign performance to determine next steps. The successful candidate will bring a blend of art and science, plus cutting-edge marketing strategy, to drive customer-centric programs that result in loyalty.

  • Responsible for managing the direct marketing efforts for the Company’s retail and e-commerce businesses. Develop marketing plans, strategies, initiatives and campaigns that focus on building our relationship with our customers.

  • Partner with team and cross-functional partners to develop and execute programs that promote customer loyalty and re-engage lapsed customers

  • Lead segmentation, targeting and the build of personalization capabilities across email, site, direct mail and media

  • Leverage and build on our current customer database to drive highly-customized and real-time communication strategies

  • Develop projected sales and performance forecasts, manage the budget and make ongoing recommendations for improvement and optimization

  • Partner with creative team from initial brief to in-market

  • Work with digital and print operations teams to bring campaigns to market with high quality

  • Partner with CRM, Insights and Analytics teams to develop and maintain detailed monthly and quarterly metrics reports of all programs, analyzing the key components of each campaign, including vehicles, offers, messaging and creative

  • Create a formal process to analyze, update and share data findings with team, senior management and cross-functional partners on all KPI’s

  • Partner with Director of Loyalty Marketing to ensure loyalty program messaging and strategies are integrated into strategy


  • Passion for marketing with 10+ years of experience in direct marketing and digital marketing

  • MBA preferred

  • Strong direct-to-consumer experience, retail a plus

  • Must be proficient in Microsoft Excel, PowerPoint and Word with strong presentation and story-telling skills

  • Strong communication skills

  • Strong analytical skills, with ability to synthesize and analyze data, draw conclusions and develop actionable recommendations

  • Strong project management and planning skills, with ability to manage, prioritize, multi-task and thrive in a fast-paced, high-growth environment

  • Strong relationship skills and ability to work across cross-functional teams

  • Extremely proactive, naturally inquisitive, with desire to continuously improve current business practices/processes

  • Creative, flexible and innovative

Toys"R"Us is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, military status or any other basis prohibited by law.

Toys“R”Us recognizes that its team members are its greatest asset and is committed to developing high-performing, highly engaged and diverse talent. The company offers various employment opportunities, ranging from internships to top management positions at the company’s Global Resource Center in Wayne, New Jersey. In addition, job seekers can explore positions at Toys“R”Us and Babies“R”Us stores and distribution centers coast-to-coast.