CRM Marketing Manager

The CRM Marketing Manager plays a key role in driving guest engagement, retention, and lifetime value through our modern marketing technology stack. This role owns the execution of email and SMS campaigns, audience segmentation, and journey development while leveraging customer data to deliver personalized and effective communications. You will work hands-on within Olo Engage Marketing Suite and GDP, as well as Sparkfly, to bring our CRM strategy to life and ensure guests receive the right message at the right time.

This role is highly collaborative, partnering with creative teams to enhance email look and feel, and working with internal marketing partners and external vendors who support our marketing tech stack. The CRM Marketing Manager also plays an active role in analyzing campaign performance, building emails in the BeeFree editor, conducting A/B tests, and applying data-driven insights to improve effectiveness and drive loyalty, database growth, and revenue.

Requirements and Qualifications

• Manage the day-to-day operation of the CRM platform collaborating with internal and external partners and stakeholders.
• Build and execute email and SMS campaigns, including segmentation, journey development, QA, deployment, and reporting.
• Build audience segments and develop customer journeys and marketing campaigns tailored to those segments.
• 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, email assets, templates, and landing pages.
• Use customer data to personalize communications and optimize loyalty engagement and CRM campaign performance.
• Conduct A/B tests and leverage analytics to continuously improve the effectiveness of email and SMS programs.
• Support Sparkfly offer and mobile wallet management for targeted campaigns.
• Maximize guest database lifetime value via intrinsic motivators including but not limited to recognition, priority service, access and co-creation.
• Partner with internal teams on the creation and management of CRM content, including email templates, landing pages, and push notifications.
• Stay current with industry best practices, trends, and technologies related to CRM.
• Provide guidance and support to the marketing department and operations.

REQUIRED SKILLS AND EDUCATION

• 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 and a solid understanding of the overall email marketing process. Experience with Olo Engage or similar tools is a plus.
• Experience with building audience segments and developing customer journeys is important.
• Ability to analyze campaign data and derive actionable insights to improve performance. Familiarity with A/B testing and campaign optimization is required.
• Must be organized, detail-oriented, flexible, and able to prioritize multiple projects with short deadlines.
• Strong ability to collaborate with cross-functional teams and clearly communicate campaign strategies and results.
• Ability to present data in a clear, thorough, and digestible format, regardless of audience or forum.