Sr. Manager, CRM
The Sr. Manager, CRM will be responsible for creating retention and loyalty for both Runners and customers. The ideal candidate will be an expert in Lifecycle & Loyalty Marketing, and will be exceptional at designing, implementing, and monitoring automated Marketing campaigns (if this, then that). The ideal candidate will have experience building CRM programs from scratch, have a strong understanding of customer data, and be able to leverage customer behavior into scalable, repeatable programs. This position will report to the Director of Growth and work closely with various internal stakeholders.
Responsibilities
- Develop and implement lifecycle programs that will be targeted based upon a customer’s past purchases, interests, or behavior to engage and retain them in the Favor ecosystem.
- Champion the strategy to drive increased frequency across Customer & Runner segments.
- Benchmark, recommend and implement best practices for retention and lifetime value among Customers & Runners.
- Develop and execute customer segmentation strategies and key triggers within the customer’s journey to drive increased lifetime value and customer frequency.
- Design, implement and monitor automated Marketing campaigns based on smart branching (if this, then that).
- Lead efforts to drive and reward referrals from our existing customer & Runner base.
- Write effective business requirements for technology and product teams to ensure data is integrated in such a way that campaigns are effective and can be automated or delivered across channels.
- Design Marketing campaigns celebrating customers and Runners.
- Ability to write compelling copy for Emails, push notifications, and a wide range of promotional material.
- Establish, manage, and lead cross-functional teams.
- Utilize 3rd party CRM & analytic tools to track and report on success of campaigns.
Requirements
- Minimum 5+ years leading a Marketing team with CRM & automation experience.
- BS Degree in Marketing or related field.
- Experience implementing loyalty, CRM, and automation marketing programs and processes is an absolute must.
- Heavy experience with CRM tools around campaign management, email, push notifications, in-app messaging, etc.
- Ability to monitor, interpret, and report on data to help build a cohesive marketing strategy.
- Extremely strong written and communicative skills.
- Previous technology / consumer app experience highly desired.