Supports loyalty and E-commerce initiatives in North America by executing and optimizing CRM strategies
Focuses on driving customer engagement and retention through the execution of lifecycle campaigns and automated CRM journeys, with a strong emphasis on Salesforce Marketing Cloud
Executes CRM strategies focused on retention, repeat purchase, cross-shopping, and ongoing member engagement across Club Avolta and E-commerce programs
Develops and deploys CRM campaigns and automations utilizing Salesforce Marketing Cloud
Builds and manages behavioral and transaction-based customer journeys to support relevant, timely customer communications
Executes campaigns across email, SMS, mobile app push notifications
Supports the launch and scaling of SMS as a key CRM channel in North America
Collaborates cross-functionally with loyalty, e-commerce, digital and technology teams to support CRM execution
Partners with Business Analytics to evaluate performance and identify optimization opportunities
Monitors and reports on CRM performance metrics including engagement repeat behavior, and campaign effectiveness
Maps and optimizes the end-to-end customer journey, from enrollment through repeat engagement
Ensures CRM touchpoints support a seamless member experience across digital and in-store environments
Acts as a CRM subject matter expert, supporting ongoing program enhancements and future roadmap initiatives

The combination of education and professional experience must exceed 6 years
Preferably has 2 years of experience supervising or influencing a team of professionals engaged in executing CRM and E-commerce programs
Requires 5 years of digital experience engaged in CRM, lifecycle marketing, or digital marketing experience that deliver measurable business impact
Demonstrated experience executing retention-focused campaigns and automated customer journeys
A bachelor’s degree in a program related to the functional area can count for 3 of the 6-year requirement
3-5 years of F&B, Retail, or Hospitality experience
Hands-on experience using Salesforce Marketing Cloud
Demonstrated experience executing CRM campaigns and automations supporting loyalty within Retail, Food & Beverage, or Travel (including airline, hotel or car rental environments)
Experience building and managing automated lifecycle journeys
Business mindset with the ability to connect CRM execution to long-term customer value
Strong analytical and problem-solving skills
Excellent communication skills; ability to thrive in a fast-paced and cross-functional environment
Business acumen and also has the mindset required to understand the long-term implications of digital planning and to advance the organization’s goals
Demonstrated history of understanding the needs of the business, stakeholders, the employee population, and individual circumstances
Demonstrated history of creating and maintaining positive work environments

Digital CRM Manager

Key skills