Sr. Manager, CRM Automation & Personalization

Company: Davita Inc.

Location: Chicago

Closing Date: 26/10/2024

Salary: £150 - £200 Per Annum

Hours: Full Time

Type: Permanent

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Job Requirements / Description

$120-140k plus annual bonus
Fully Remote in the United States

Potbelly Sandwich Shops, where Good Vibes and Great Careers are a way of life! Come Build the Potbelly Nation with us.

Potbelly got its start in 1977 as a small antique store that turned into a lines-out-the-door neighborhood sandwich shop. Before you knew it, we were serving up delicious food in a fun environment at more than 400 shops across the United States.

We continue to wake up every day with one goal: Make people happy through good vibes and delicious craveable food. Put those awesome ingredients together, and there's no telling what we'll cook up next!

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Job Description

Background

Potbelly is in the process of transforming into agile ways of working and implementing a highly sophisticated digital & loyalty transformation to build an automated digital marketing & personalization engine coupled with frictionless and delightful user experiences on Potbelly digital properties. The transformation aims at maximizing customer revenue, building emotional connection and leveraging advanced analytics to drive growth and influence customers towards optimal behavior that ultimately accelerates brand loyalty.

This is an amazing opportunity to drive value across the organization and be part of a smart team of internal and external partners that will implement cutting edge use cases in offer & messaging automation, personalization and experimentation.

We are working to make our loyalty experiences as toasty as our signature sandwiches. If you are data-driven, passionate about personalization, inspired by value-driven customer-centric planning, and cohesive teamwork, read along and come join our team.

Responsibilities

Lead story intake meetings and participate in agile ceremonies (backlog grooming, sprint planning) as product owner to lead CRM automation and personalization and testing/learning within the loyalty platform.
Leverage deep expertise in Loyalty/CRM (and ideally omnichannel) customer journeys to provide recommendations for offer management, testing & personalization opportunities, new segment builds and behavioral-based campaigns for email (triggers), SMS, and push that will increase loyalty enrollments, activation, engagement, retention, conversion rate, average order value, customer lifetime value, and other KPIs.
Build, communicate, and manage implementation of loyalty roadmap and calendar across CRM automated journeys and brand marketing campaigns (offers, segments, email, push, and SMS). Roadmap will include ongoing tests, audience/segment creation, offer creation & management and loyalty activation plans that align with marketing calendars.
Brief creative partners to provide content support for loyalty activations and oversee content scaling and optimization to improve personalization and member engagement.
Leverage all resources (including but not limited to: agency, analytic, vendor, and internal financial information) to improve short and long-term results of all loyalty/CRM tactics and experiences (including, but not limited to: campaign performance, production costs, offer performance, margin management).
Leverage customer analytics to assist business partners with making the best decisions regarding the loyalty activities of the company and recommend loyalty strategies based on that data.
Serve as subject matter expert and provide documentation (particularly on journeys) and aggregate loyalty program performance.
Partner directly with creative, e-commerce, brand marketing, IT, operations teams and digital/loyalty marketing agency partners.
Work with IT, Product, POS and Digital teams to improve customer data, customer UX/UI, and reduce customer friction, data integrity risk, and fraud risk.
Serve as first line business support for customer engagement and loyalty experience troubleshooting.

Requirements

Bachelor's degree in business related field preferred. MBA preferred.
5-7 years of experience in Email, SMS, and/or other marketing automation platforms.
3-5 years of experience in CRM platforms (Punchh, Paytronix, Cheetah, OlO, Toast).
2 years of experience in personalization and engagement platforms (Braze, Moveable Ink).
Customer segmentation/audience strategy and development, particularly for use in multi-step customer journey automations.
Experience with implementing AI/ML engine recommendations is a plus.
5 years of experience in direct-to-consumer (consumer goods) ecommerce.
Product manager or product owner responsibilities within an agile ecommerce development program.
Roadmap development and management.
3 years of experience in project management.
Information architecture (specifically customer data) management.
Vendor relationship management.
Omnichannel marketing.
DSP, DMP, and other martech platforms that facilitate audience-based campaigns.
Extensive experience testing and developing use cases and learning plan for ongoing sprint planning and execution.
Firm grasp of current and emerging digital CRM & loyalty marketing trends, insights and engagement tools.