Manager, CRM Marketing

This role will be responsible for managing the end-to-end execution of CRM campaigns, including email, push, and in-app messaging, with a focus on retaining active diners. With a diner-first mindset and strong attention to detail, this role will manage a high performing team leading campaign creation from strategy through launch, collaborating closely with business, marketing, and analytics stakeholders to drive measurable growth. The ideal candidate will develop content strategies, design audience segmentation, create testing roadmaps, and utilize dynamic CRM capabilities to create engaging content for diners. This role will also consult with cross-functional teams to influence campaign design, ensure flawless execution, and optimize live campaigns. Additionally, this role will own the content calendar, recommend workflow and platform optimizations, maintain a best practices playbook, and serve as a subject matter expert in CRM best practices to deliver exceptional customer experiences and drive engagement and conversion.

The Impact You Will Make:

• Manage a high performing team responsible for owning and executing email, push, and in-app (CRM) campaign creation. The manager will own intent generation, strategy, planning, and execution of campaigns (end to end ownership), to increase new customer engagement, engage and retain active diners, and reacquire lapsed customers in partnership with business, marketing, and analyst stakeholders, to drive measurable growth
• Develop the message and content strategy, creative approach and development, target audience and segmentation, and testing roadmaps
• Consult with analytics, data, product, engineering, and business teams to understand key data points, diner profiles, journeys, and metrics to influence the design of and launch campaigns from ideation to post-launch monitoring
• Partner with analytics, data, studio teams on inputs and QA for campaign launches to ensure flawless execution and deployments
• Build, execute, and optimize messaging for dynamic content-driven ad hoc and automated/triggered campaigns in Braze
• Monitor live campaigns to ensure quality, solutioning with stakeholders for optimization and remediation
• Operate with a diner-first mindset and strong attention to detail to design, build, and optimize CRM journeys with personalized messaging, triggers, and automation to deliver a customer experience that drives engagement and conversion
• Conduct creative, messaging, and targeting tests to drive diner engagement and orders, as well as build and maintain a playbook of learnings
• Recommend and implement operational, workflow, and platform improvements for ongoing optimizations of stakeholder management, operational production and QA, and documentation processes to drive efficiency
• Own development of content calendar and key CRM messaging points for your business area and/or diner lifecycle segment
• Serve as CRM subject matter expert to apply channel best practices, diner insights, platform capabilities, and competitive insights to develop and execute CRM strategy and personalized consumer experiences

What You Bring To The Table:

• Bachelor’s degree required
• 6 years experience in direct CRM operations (email and push)
• Hands-on executional experience in Braze (or similar ESPs and/or Consumer Engagement Platforms e.g., Salesforce Marketing Cloud, Iterable)
• HTML and CSS knowledge and technical capabilities to QA/troubleshoot and collaborate to ensure successful and valuable data integrations across data science, engineering, product, and marketing teams
• 1-2 years experience managing a team
• Ability to manage multiple initiatives simultaneously, work well under pressure and tight deadlines, stay organized, and take projects from initial request through to implementation and deployment
• Ownership mindset to proactively identify future opportunities and effectively apply critical thinking to lead solutions day-to-day, take pride in delivering a valuable consumer experience
• Familiarity with automation platforms (e.g., enable dynamic creative optimization, personalization)
• Strong written and oral communication skills to effectively influence various functional groups and up to executive levels
• Strong self-management / prioritization and influence capabilities
• Strong attention to detail

Got these? Even better:

• Experience with Contentful
• Experience with in-app marketing
• SQL skills
• Familiarity with tech industries or B2C/B2B2C distribution channels

As a matter of company policy, Grubhub does not sponsor applicants for employment visa status for this role.

The base salary range for this position is below:

New York $108,000- $162,500

Illinois $98,500-$147,500

Grubhub uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience.

And Of Course, Perks!

• Flexible PTO Grubhub employees enjoy a generous amount of time to recharge.
• Health and Wellness. Excellent medical, dental and vision benefits, 401k matching, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
• Free Meals. Our employees get a weekly Grubhub credit to enjoy.
• Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Fund. Employees are also given paid time off each year to support the causes that are important to them.