What are the responsibilities and job description for the Manager, Technical CRM & Digital Offers, Tim Hortons, US position at Tim Hortons?
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Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 120 countries and territories. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.
RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.
The Manager, CRM & Digital Offers will oversee the technical aspects of our CRM, Digital Offers & Loyalty programs, ensuring optimal performance and alignment with business goals. This role requires a strategic oversight, paired with a strong technical foundation in CRM systems, data management, and software integration, along with strategic thinking to enhance customer relationship operations.
The successful candidate will be adept at leveraging technology to solve complex business challenges, optimizing customer engagement and retention strategies.
Responsibilities
CRM:
Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.
Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.
Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 120 countries and territories. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.
RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.
The Manager, CRM & Digital Offers will oversee the technical aspects of our CRM, Digital Offers & Loyalty programs, ensuring optimal performance and alignment with business goals. This role requires a strategic oversight, paired with a strong technical foundation in CRM systems, data management, and software integration, along with strategic thinking to enhance customer relationship operations.
The successful candidate will be adept at leveraging technology to solve complex business challenges, optimizing customer engagement and retention strategies.
Responsibilities
CRM:
- Own the development and execution of personalized email, push notifications and multi-channel communication strategies optimizing each touchpoint for maximum engagement and conversion, with an emphasis on omni-channel efforts.
- Ensure campaigns are effectively utilizing Adobe’s capabilities for maximum engagement and ROI.
- Oversee and manage the attribution modeling for all CRM and digital marketing initiatives. This includes developing and refining attribution frameworks to accurately assess the impact and ROI of various marketing campaigns.
- Manage targeting strategies and eligibility triggers for dynamic content display, ensuring personalized and relevant marketing communications are activated through the right segmentation strategies.
- Utilize CRM tools to create dynamic customer segments based on behavior, demographics, and purchase history.
- Develop and implement a comprehensive data strategy to enhance customer segmentation, personalization, and lifecycle marketing.
- Manage the tracking and analysis of customer behavior events within CRM to optimize marketing efforts and customer interactions.
- Use customer data to identify growth opportunities, track campaign effectiveness, and report on key performance metrics.
- Optimize and strategize digital offers, including creating, managing, and roadmap planning to maximize impact and drive growth.
- Oversee loyalty incentives, such as rewards, challenges, and special activations, to increase customer frequency and spend.
- Conduct A/B testing and data analysis to assess program effectiveness and implement improvements as needed.
- BA/BS degree in Computer Science, Math, Statistics or related field
- 3-5 years of experience of hands-on email/CRM experience and implementing data specific strategies or related experience
- Technical background encompassing platform hygiene, merge/purge, relational database concepts like primary keys, data transmission protocols (soap/rest APIs, sftps, etc).
- Strong working knowledge in Marketing Technology and how MarTech stack works across ecosystem (CDP, ESP, data visualization, etc.)
- Experience with Adobe preferred
- Knowledge of how to integrate different Custom Events and Attributes into the customer experience
- Data-driven mindset with an ability to interpret analytics and data to drive decisions and strategy
- Detail and quality-oriented with the desire to quickly learn new concepts, business models, and technologies
- Start-up mentality, eager to move quickly and work with a lean team
- Highly curious, always looking to learn and stay ahead of trends
- Digital and ecommerce experience preferred
Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.
Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.
Salary : $40
