The Senior Manager of CRM and Personalization Strategy is a leadership role responsible for developing and executing comprehensive CRM strategies to enhance customer engagement, retention, and loyalty. This role will lead a team in developing and leveraging data-driven insights to drive personalized experiences across various customer touch points. The accountable outcomes include increases in loyalty customer store trips, basket size, fuel trips, and delivery orders.
Responsibilities include:- Develop and implement CRM strategies to increase customer engagement, retention, and lifetime value.
- Lead the development of personalized customer journeys across multiple channels including email, SMS, push notifications and in-app messaging.
- Utilize data analytics and segmentation techniques to identify customer segments and tailor communications and offers accordingly.
- Collaborate with cross-functional teams including marketing, merchandising, digital, delivery and IT to drive alignment and execution of CRM initiatives.
- Define KPIs and performance metrics to measure the effectiveness of CRM campaigns and initiatives.
- Lead the development and optimization of marketing automation workflows to deliver timely and relevant messages to customers.
- Stay informed of industry trends and best practices in CRM, personalization, marketing automation, and relevant AI.
- Manage a team including Marketing Cloud developers and data analyst, providing guidance, mentorship, and support to drive results.
Requirements:- Bachelor's degree in marketing, Business Administration, or related field; master's degree preferred.
- 8+ years of relevant experience including CRM strategy, marketing automation, and personalization.
- Experience with Salesforce Marketing Cloud Engagement and Personalization preferred.
- Proven track record of developing and executing successful CRM strategies that drive customer engagement and retention.
- Strong analytical skills with the ability to derive insights from data and translate them into actionable strategies.
- Excellent communication and interpersonal skills with the ability to collaborate effectively with cross functional teams.
- Leadership experience, with the ability to inspire and motivate a team towards common goals.
- A passion for innovation and continuous improvement in the CRM and personalization space.
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