CRM Marketing Manager

Position Overview

The CRM Marketing Manager plays a key role in driving guest engagement, retention, and lifetime value through our modern marketing technology stack. You will execute email and SMS campaigns, perform audience segmentation, and develop customer journeys using tools like Olo Engage Marketing Suite, GDP, and Sparkfly. This highly collaborative role partners with creative teams and internal marketing experts, analyzes campaign performance through A/B tests and data insights, and constantly optimizes strategies to drive loyalty, database growth, and revenue.

Key Responsibilities

• Manage the day-to-day operation of the CRM platform while collaborating with internal and external partners and stakeholders.
• Build and execute email and SMS campaigns, including segmentation, journey development, quality assurance, deployment, and reporting.
• Develop audience segments and tailor customer journeys and marketing campaigns to drive engagement.
• Grow the guest database through consumer promotions, team member promotions, and paid media strategies.
• Partner with creative teams to develop, refine, and maintain CRM content including emails, templates, and landing pages.
• Leverage customer data to personalize communications and optimize CRM campaign performance.
• Conduct A/B tests and employ analytics to continuously improve email and SMS program effectiveness.
• Support Sparkfly offer and mobile wallet management for targeted campaigns.
• Maximize guest database lifetime value through innovative engagement strategies including recognition and priority service.
• Collaborate with internal teams to create and manage CRM content such as email templates, landing pages, and push notifications.
• Stay current with industry best practices, trends, and technologies relevant to CRM.
• Provide guidance and support to the marketing and operations teams.

Required Qualifications

• At least 3 years in CRM, lifecycle marketing, or a related field with hands-on experience in email and SMS campaign management. We're looking for someone eager to grow and advance their skills.
• Strong proficiency with email campaign tools and editors, with an in-depth understanding of the email marketing process. Experience with Olo Engage or similar tools is a plus.
• Experience in building audience segments and developing customer journeys.
• Ability to analyze campaign data and derive actionable insights to improve performance, with familiarity in A/B testing and campaign optimization.
• Highly organized, detail-oriented, flexible, and capable of managing multiple projects with tight deadlines.
• Exceptional collaboration skills for working effectively with cross-functional teams and communicating campaign strategies clearly.
• Proficiency in presenting data in a clear, thorough, and digestible format for varied audiences.