About this role
ESSENTIAL FUNCTIONS
May perform any or all of the following duties:
• Serve as the subject matter expert for the CRM platform, including staying current on platform enhancements, troubleshooting issues, and partnering with vendor support teams.
• Own CRM performance reporting, dashboarding, audience growth tracking, and campaign health monitoring to ensure programs are operating effectively and delivering business impact.
• Explicitly call out ownership of email, push notification, in-app messaging, and content card execution across digital channels.
• Manage customer lifecycle journeys and automated programs, including welcome, birthday, reactivation, and other triggered communications, while continuously optimizing performance.
• Build and manage customer segments and audiences to support targeted marketing initiatives and personalized communications.
• Manage creative request processes, campaign approvals, and cross-functional coordination to support timely launches.
• Lead testing strategies including A/B testing, holdout/control groups, and ongoing optimization efforts designed to improve campaign performance.
• Expand QA responsibilities to include validation of CRM functionality, customer journeys, mobile app experiences, and digital platform enhancements.
• Own the end-to-end communications campaign process, translating marketing strategies and business objectives into actionable plans across owned communication channels.
• Develop and maintain campaign calendars, workflows, timelines, and operational processes to support accurate, timely, and scalable execution.
• Partner with cross-functional teams, including Marketing, Digital, Creative, Brand, Analytics, Technology, and Operations, to align campaigns with brand priorities, promotions, product launches, and customer engagement goals.
• Configure, build, and deploy customer communications campaigns within marketing technology platforms, including audience segmentation, customer journeys, triggers, content setup, scheduling, and channel execution.
• Manage campaign setup requirements and execution details to ensure campaigns are delivered according to established requirements, timelines, and approval processes.
• Develop and execute testing strategies, including A/B testing, audience testing, messaging optimization, and channel performance analysis, to improve campaign effectiveness.
• Monitor campaign results, evaluate key performance indicators, and partner with analytics teams to identify insights, optimization opportunities, and recommendations for future campaigns.
• Own campaign quality assurance processes, validating content, audience criteria, timing, links, personalization, system configurations, functionality, and customer experience prior to launch.
• Coordinate final campaign approvals, manage deployment schedules, troubleshoot execution issues, and resolve campaign-related challenges.
• Apply campaign performance learnings to improve future communications, customer engagement, conversion, and campaign strategy.
• Maintain campaign documentation, reporting, performance learnings, and process updates to support continuous improvement and operational consistency.
POSITION QUALIFICATIONS/CORE COMPETENCIES
• Bachelor's degree in Marketing, Business, Communications, or related field preferred.
• 5+ years of experience in marketing, CRM, lifecycle marketing, campaign management, or marketing operations.
• Experience managing end-to-end customer communication campaigns within a digital marketing environment.
• Experience with marketing automation, CRM, customer engagement, or campaign management platforms.
• Strong understanding of segmentation, personalization, testing methodologies, and campaign optimization.
• Highly organized with strong attention to detail and ability to manage multiple priorities.
• Strong analytical skills with the ability to interpret campaign performance data and make recommendations.
• Experience in QSR, retail, hospitality, or consumer-facing brands preferred.
• Experience with CRM and marketing automation platforms, preferably Braze or similar platform.
• Experience executing email, push notification, and mobile in-app messaging campaigns.
• Understanding of customer lifecycle marketing, automated journeys, and personalization strategies.
• Experience with audience segmentation and customer data platforms.
• Working knowledge of email development and HTML preferred.
• Strong reporting, campaign analytics, and dashboarding experience.
WORK ENVIRONMENT
• Restaurant Support Center that operates in a fast-paced setting with a high volume of activity and a deadline-driven environment. The role follows a hybrid work model, requiring on-site presence in the office every Tuesday, Wednesday, and Thursday.
PHYSICAL DEMANDS
• Frequent interaction with internal and external partners by phone and electronic communications.
• Extended periods of sitting, telephone use, typing, and computer operation.