Sr. Manager, CRM & Personalization

Subway Ip • Miami, FL

275d

About The Position

We have an exciting opportunity to support our CRM & Personalization team as a Sr. Manager, CRM & Personalization based in Miami, FL. Join Subway as our Sr. Manager, CRM & Personalization where your customer obsession will elevate engagement across our stores, channels and programs. We're seeking a strategic leader to leverage data for enhancing acquisition, retention, and loyalty. In this role, you'll innovate CRM contact strategies, lead a dedicated team (both full-time and contractors), and partner with marketing, analytics, MarTech, and product teams to create personalized customer journeys through email, push, SMS, and more. If you're passionate about putting our guests at the heart of everything we do, we want to hear from you! This role will report to the Director CRM & Personalization within the Global Transformation and Analytics department. If you feel that this is the role for you, and you are successful with your application, be ready to be Bold, Empowered, Accountable, and ready to have Fun in a fast paced and agile working environment.

Requirements

• Bachelor's degree in Marketing, Business, MIS, or related field; MBA preferred.
• 6+ years in CRM or lifecycle marketing, including 2+ years in a people managing role.
• Proven track record in driving retention and engagement through effective CRM strategies, particularly in email and push.
• Experience with Adobe email and push solutions (e.g., Adobe Campaign, Adobe Journey Optimizer, etc.), as well as workflow management tools (e.g. Asana, Adobe WorkFront, etc.).
• Strong analytical skills to translate data into actionable strategies.
• Excellent project management and communication skills.
• Experience in QSR, restaurants, retail, or eCommerce is highly desirable.

Nice To Haves

• Familiarity with writing SQL.
• Comfortable with using Tableau dashboards for reporting.
• Expert with both creating and presenting PowerPoints for executive audiences.

Responsibilities

• Develop a comprehensive CRM strategy focused on customer lifecycle management, loyalty, acquisition and retention for Subway.
• Own the execution of personalized email and push notification campaigns, optimizing each touchpoint for maximum engagement and conversion.
• Drive continuous A/B testing to enhance open and click-through rates, attributed revenue and orders.
• Work with the Director of Data Personalization to co-create and enhance segments for personalized communication.
• Design and manage automated email and push journeys, including welcome series, post-purchase follow-ups, and win-back campaigns.
• Ensure consistent CRM efforts across digital, in-store, and various communication channels for a seamless customer experience.
• Partner with loyalty, operations, marketing, creative, legal, MarTech, and digital teams to align CRM initiatives with broader business strategies.
• Use customer data to identify growth opportunities, track campaign effectiveness, and report on key performance metrics.
• Help influence the selection and optimization of CRM tools to improve automation and reporting.
• Mentor a small team of CRM professionals, as well as 3rd party partners, fostering a culture of innovation, collaboration, and results.

Benefits

• Insurance Plans (Medical/Life)
• 401K
• Competitive Bonus
• Mobility Allowance
• Tuition Reimbursement
• Company Holidays
• Volunteering time

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Food Services and Drinking Places
• Education Level: Bachelor's degree