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Wonder · 3 weeks ago

Associate Director, CRM Marketing & Operations

New York, NY

Full-time

Hybrid

Lead/Staff, Director/Executive

$174K/yr - $184K/yr

8+ years exp

Grubhub, part of Wonder, is dedicated to championing restaurants and enhancing customer engagement. The Associate Director of CRM Marketing & Operations will lead a team to develop and execute strategies for customer retention and engagement through various communication channels.

E-CommerceFood and BeverageFood DeliveryRestaurants

No H1B

Responsibilities

Lead creation and planning for email, push, and in-app programs to increase new customer engagement, engage and retain active diners, and reacquire lapsed customers in partnership with business and analyst stakeholders, to drive measurable growth

Architect and manage the CRM calendar to lead development and execution of ad hoc and automated campaigns end-to-end, including message and content strategy, creative approach and development, target audience and segmentation, and testing roadmaps

Own development of content calendar and key CRM messaging points for all campaigns

Help set CRM roadmap, testing goals, and priorities, ensuring that campaigns are executed flawlessly and that campaign and infrastructure milestones are met on time

Design, build, and optimize complex CRM journeys with personalized messaging, triggers, and automation to deliver a delightful customer experience that drives engagement and conversion

Manage daily operations to deliver against business KPIs; define internal team processes and cross-functional operating models

Partner with cross-functional teams to identify, support, and deliver ongoing learnings and campaign strategy recommendations to support key initiatives

Qualification

CRM MarketingMarketing Engagement PlatformsCampaign PlanningContent Calendar ManagementA/B TestingAnalytical SkillsCommunication SkillsTeamworkProject Management

Required

8+ years of CRM Marketing experience, with a proven track record of developing and executing successful retention marketing programs that drive measurable results

3+ years experience leading and managing a high-performing and high output marketing & operations team and program

Bachelor's degree required

Experience with ESPs or Marketing Engagement Platforms (e.g., Braze, Salesforce Marketing Cloud, Iterable Adobe Campaign) and familiarity with automation platforms (e.g., enable dynamic creative optimization, personalization)

Experience leveraging prior campaign and test performance, customer segment insights, and other granular data to inform future strategy and roadmap

Experience leading and transforming end-to-end CRM campaign planning and management

Experience optimizing operational processes and flows internally and across stakeholders to increase velocity of launches and reduce errors

Experience leading development of creative briefs and managing creative reviews

Content calendar management experience

Experience utilizing A/B testing or AI decisioning capabilities and building iterative learning agendas

Ability to understand how CRM impacts overall business goals and KPIs

Exceptional written and verbal communication, presentation, organization, teamwork and follow-up skills

Ability to manage multiple projects while ensuring all timelines and milestones are met

Experience working cross functionally with Brand, Creative, Analytics, Data Engineering, Business, and Product teams