Associate Director, CRM Marketing & Operations

Wonder • Chicago, IL

6d • $156,500 - $183,500 • Hybrid

About The Position

The Associate Director of CRM Marketing & Operations will lead a team of marketers responsible for building communication and lifecycle programs to increase retention and engagement of our customers via email, push notifications, and in-app messaging. You will collaborate cross-functionally (e.g., Analytics, Operations, Business Owners, Brand, Creative, Data Engineering, Product, external vendors, etc.) to create and execute CRM strategies that drive value across the entire consumer lifecycle, from increasing early customer engagement, engaging and retaining active customers, re-engaging lapsed customers. To support the above, in this position you will focus on leading the end to end development, execution, and launch of marketing plans, holistic management of the CRM calendar, continuous and data-informed advancement of messaging strategy and performance, and process and operational quality management. The ideal candidate will bring a constant business-outcomes orientation with a proven ability to bring programs forward from conception to delivery. This role will require influence and coordination across multiple stakeholder groups at varying levels of the organization. As such, exceptional communication is a must. You will also need to be able to establish a well-informed long term agenda, drive structured problem solving, while also remaining agile and resilient to new opportunities.

Requirements

• 8+ years of CRM Marketing experience, with a proven track record of developing and executing successful retention marketing programs that drive measurable results
• 3+ years experience leading and managing a high-performing and high output marketing & operations team and program
• Bachelor’s degree required
• Experience with ESPs or Marketing Engagement Platforms (e.g., Braze, Salesforce Marketing Cloud, Iterable Adobe Campaign) and familiarity with automation platforms (e.g., enable dynamic creative optimization, personalization)
• Experience leveraging prior campaign and test performance, customer segment insights, and other granular data to inform future strategy and roadmap
• Experience leading and transforming end-to-end CRM campaign planning and management
• Experience optimizing operational processes and flows internally and across stakeholders to increase velocity of launches and reduce errors
• Experience leading development of creative briefs and managing creative reviews
• Content calendar management experience
• Experience utilizing A/B testing or AI decisioning capabilities and building iterative learning agendas
• Ability to understand how CRM impacts overall business goals and KPIs
• Exceptional written and verbal communication, presentation, organization, teamwork and follow-up skills
• Ability to manage multiple projects while ensuring all timelines and milestones are met
• Experience working cross functionally with Brand, Creative, Analytics, Data Engineering, Business, and Product teams

Nice To Haves

• Experience in the food delivery space
• Comfortable working in Tableau and Google Analytics
• Marketing analytics experience

Responsibilities

• Lead creation and planning for email, push, and in-app programs to increase new customer engagement, engage and retain active diners, and reacquire lapsed customers in partnership with business and analyst stakeholders, to drive measurable growth
• Architect and manage the CRM calendar to lead development and execution of ad hoc and automated campaigns end-to-end, including message and content strategy, creative approach and development, target audience and segmentation, and testing roadmaps
• Own development of content calendar and key CRM messaging points for all campaigns
• Help set CRM roadmap, testing goals, and priorities, ensuring that campaigns are executed flawlessly and that campaign and infrastructure milestones are met on time
• Design, build, and optimize complex CRM journeys with personalized messaging, triggers, and automation to deliver a delightful customer experience that drives engagement and conversion
• Manage daily operations to deliver against business KPIs; define internal team processes and cross-functional operating models
• Partner with cross-functional teams to identify, support, and deliver ongoing learnings and campaign strategy recommendations to support key initiatives

Benefits

• We offer a competitive salary package including equity and 401K.
• Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees