CRM & Loyalty Manager

Position Summary

The CRM + Loyalty Manager will be an integral member of the CRM + Loyalty team who optimizes and elevates messaging channels including email, SMS, and push notifications.

Accountabilities/Duties

• Conversant in CRM and loyalty practices and programs.
• Supports the development and execution of customer relationship management (CRM) and loyalty initiatives and strategies that drive engagement and retention.
• Execution of national and bakery-specific emails, SMS and push campaigns, customer lifecycle and loyalty journeys, and triggered campaigns across partner platforms
• Meets project/department milestones/goals and monitors the budget to ensure initiatives don’t go over budget.
• Reviews and approves campaign creative in partnership with the brand team, and validate segmentation logic prior to deployment
• Writes campaign briefs
• Manages local bakery email schedule, creative, build and execution
• Partners with the loyalty platform provider on offer configuration, audience segmentation, point awarding logic, and campaign execution
• Provides recommendations to optimize engagement, conversion, and retention KPIs, as well as promotes subscriber list growth and health
• Collaborates with key stakeholders to drive targeted messaging, align marketing calendars, and refine creative assets to achieve business goals
• Communicates weekly, monthly, quarterly, and annual channel performance
• Monitors industry trends and email best practices to maintain best-in-class standards regarding CAN SPAM, GDPR, TCPA, etc.

Core Values/Leadership Competencies

• Servant’s Heart
• Developer of people
• Vision casting
• Lead by example
• Spirit of a Champion
• Excellence driven, desires feedback and improvement
• Sound judgement
• Genuine Connections
• Intensely collaborative
• Professional with the ability to influence at all levels
• Communicates often and openly

Skills And Abilities

• Conversant in CRM and loyalty practices and programs.
• Strategic thinking and planning as email/SMS/MMS/push SME
• Strong attention to detail, a positive attitude, and the ability to be flexible
• Ability to work after-hours as needed to align with a global workforce
• Pull reports and provide actionable insights to drive business goals
• Strong problem-solving skills, a sense of accountability, and a commitment to quality
• Manage time effectively, understand directions and work independently
• Must demonstrate passion to learn, grow, and excel
• Work cross-functionally with other marketing teams, IT and other teams as needed

Education/Certifications And Work Experience Requirements

• 3-5 years of experience in CRM and/or loyalty marketing, with exposure to working with an external agency partner or agency experience a plus
• 3-5 years SMS/mobile experience with platforms like Zeta, Attentive, Twillio, or Airship
• 3-5 years of experience with email production and deployment experience using platforms like Zeta, HubSpot, Salesforce Marketing Cloud, Braze, or other enterprise level email service provider
• Intermediate expertise in Excel and PowerPoint required
• Experience with BI tools like Looker, Tableau, Power BI, etc., preferred not required
• Intermediate expertise in HTML/CSS and troubleshooting code, preferred not required
• Knowledge of Ampscript, Liquid, or SQL, preferred not required
• Knowledge of Google Analytics, preferred not required

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