Sr Manager, CRM & Personalization

At Panera we believe that good food can bring out the best in all of us—food served in a warm, welcoming environment, by people who care, through a frictionless customer experience. 

We are looking for a Sr. Manager of CRM & Personalization to lead our personalization and lifecycle marketing strategies, leveraging our rich loyalty data to drive acquisition, retention and loyalty across customer lifestages. In this role, you’ll build on our AI-powered personalization strategies to deliver meaningful impact across digital owned channels, partnering with digital communications, analytics, MarTech and product teams to create personalized customer journeys across email, push, SMS, app, web & kiosk.  

A successful candidate thrives in a results-driven environment and is comfortable with taking calculated risks. The role requires collaboration, adaptability and strong communication skills. This role is a great fit for somebody who is curious, proactive, enjoys working cross-functionally, and has a passion for leveraging data to communicate with customers. 

Duties & Responsibilities 

The primary responsibilities of this job include, but are not limited to: 

• Define and lead the personalization strategy across lifecycle stages and customer segments to drive retention and engagement 

• Activate AI-powered personalization and orchestration across email, push, app, web, and kiosk experiences 

• Identify key journey moments and own roadmap for digital touchpoint optimization 

• Collaborate with cross-functional partners, including digital communications, channel owners, internal design, marketing operations and product teams and external agencies to deliver high quality and timely execution of campaigns 

• Leverage data and analytics to identify segmentation, targeting, and personalization tactics to improve response and conversion, while maximizing marketing ROI 

• Identify and implement test and learn opportunities to maximize segment performance against business objectives 

• Monitor and report performance of campaigns, recommending campaign optimizations and evolving future go-to-market strategies 

Qualifications (Education & Experience) 

Qualifications include: 

• Bachelor’s degree from an accredited college/university; Course focus on marketing or business.  

• 7 years of experience in marketing or digital strategy, with direct experience managing digital communications  

• Experience managing AI-powered decisioning platforms for marketing 

• Passion for CRM & Personalization 

• Excellent listening, presentation, and written and verbal communication skills 

• Experience developing creative briefs, working with a creative team and/or agency, and providing effective creative feedback  

• Ability to manage cross-functional marketing and technology teams, advocate for communications and collaborate across the organization to create integrated solutions 

• Restless and optimistic; Driven by purpose, fueled by collaborative environments 

• Experience leveraging data driven insights to develop new email or digital marketing campaigns.  

• Analytical thinker with ability to drive metrics and benchmarks to ensure continuous improvement in process and results  

• Effective time management skills; ability to prioritize, delegate and meet deadlines 

• Strong ability to create, build and leverage relationships and effectively interface with executive-level team members and at the same time have willingness to roll up the sleeves to solve problems 

• Ability to interact and present to all levels of the organization, including top management. 

Working Conditions 

• Hybrid work environment in Newton, MA