Senior Manager, CRM

Papa John's•Atlanta, GA

12d

About The Position

The Senior Manager of Customer Relationship Management (CRM) is responsible for helping shape the medium to long term customer strategy, including defining vision and targets for customer loyalty and customer experiences. The role works with cross-functional teams ensuring consistent experiences across all channels. This role involves demonstrating a strong passion for problem solving, and a deep understanding of how businesses, brands and customers interact, with an advanced understanding of the rapidly evolving role that data and technology play in this relationship. The role is responsible to identify business growth opportunities and develop strategic recommendations to support the growth of client relationships.

Requirements

Bachelor’s degree required.
5+ years in a marketing strategy role, preferably within QSR or retail.
Experience with customer loyalty programs and customer marketing systems and tools.
Proven track record of developing and executing successful customer marketing strategies.
Experience managing a team
Experience managing agency team support
Experience using Google Analytics and Tableau
Strategic thinking and analytical skills.
Proficiency in marketing tools (e.g., Google Analytics, customer marketing platforms).
Strong communication and collaboration abilities.
Expertise in customer segmentation and targeting.
Ability to manage multiple projects simultaneously.
Understanding of the QSR industry and franchise models
Problem Solving; ability to use rigorous logic to solve problems with innovative effective solutions
Process Improvement: Strive to continually improve
Ability to build and leverage talent
Ability to communicate and influence leaders at varying levels of the organization
Audience segmentation and planning, journey mapping and opportunity identification.

Nice To Haves

Experience with Braze (desired)
Experience working with CDP (customer data platform)

Responsibilities

Develop customer-focused marketing strategies to drive loyalty and engagement.
Conduct market research and analyze customer behavior trends.
Collaborate with cross-functional teams to implement targeted campaigns.
Optimize marketing efforts using data-driven insights and analytics.
Ensure alignment with brand guidelines and franchise needs.
Monitor and report on the performance of marketing initiatives.
Identify opportunities for innovation and continuous improvement in customer marketing strategies
Define marketing strategy and create marketing campaigns (customer and loyalty) with focus on lifecycle and direct response
Develop a customer journey map, leveraging key behavior data points and insights
Leverage the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
Develop testing strategies to continuously improve copy, creative and communication channels and cadence