What are the responsibilities and job description for the Sr. Manager CRM & Personalization position at Wingstop?
WHO WE ARE
We’re not in the wing business. We’re in the flavor business. It’s been our mission to Serve the World Flavor since we first opened in 1994, and we’re just getting started. 1997 saw the opening of our first brand partner operated Wingstop location, and by 2002 we had served the world one billion wings. It’s flavor that defines us and has made Wingstop one of the fastest growing brands in the restaurant industry.
Above all else – our success is largely due to our people and our core values, or what we call The Wingstop Way of being entrepreneurial, service-minded, fun, and authentic. We believe having a strong people foundation centered on these collective values creates a crave-worthy culture and talented team, as well as ensures our brand is poised for accelerated growth. We all win together.
WHAT WE’LL NEED
The Senior Manager of CRM and Personalization is a key member of the Customer Engagement Team. The perfect candidate is a strong collaborator with a great business acumen and a passion for customer experience. This role will play a critical role in continuing to grow our personalization (WingID) capabilities as well as manage the lifecycle of the Wingstop guest.
- Responsible for achieving WIngID revenue and customer KPIs
- Build a learning agenda and roadmap for testing new strategies, capabilities, and messaging across each audience and channel
- Lead the Day-to-Day functions of the team and its staff inclusive of agencies as well as one internal direct report
- Collaborate cross-functionally to understand data and reporting needs and develop actionable analytics to support organizational objectives
- Act as the internal expert and evangelist for our customer segments, their attributes, and performance
- Develop actionable insights and implications based off of performance reporting as well as customer data, in partnership with internal and agency analytics resources
- Collaborate with Digital team and drive requirements to ensure optimal e-mail to web / app experience is realized
- Drive general approach and execution of data cleansing efforts, in collaboration with staff and partners
- Develop cross-channel strategies to reach priority customer segments through paid and owned channels (Email, Mobile Push, Paid Social, Paid Search, Display, Web, App) that leverage our internal database to drive customer acquisition, frequency, retention and reactivation.
- Work in conjunction with Brand, PR, Field, and Media teams to ensure holistic marketing & communication plans are brought to life throughout our performance marketing channels and owned digital properties.
- Lead 1 direct report
WHAT YOU’LL NEED
WHO YOU ARE
HUMBLE : Embracing humbleness fosters a collaborative and inclusive environment, where individuals prioritize the success of the team over personal recognition, ultimately contributing to a more cohesive and effective workplace.
HUNGRY : There’s a fire in you to keep pursuing excellence. You actively seek out challenges, set ambitious goals, and consistently demonstrate a proactive approach to tasks. You have a desire to support Wingstop in our goal to become a Top 10 Global Restaurant Brand.
SMART : Not solely based on intellectual prowess, but rather on emotional intelligence and interpersonal skills. A keen understanding of others, communicating effectively and collaborating seamlessly.
SERVICE-MINDED : A selfless and dedicated focus on helping others succeed. Consistently prioritizes the needs of colleagues and the organization, willingly offering support and contributing to the overall well-being of the team.
ENTREPRENEURIAL : Takes initiative, a willingness to take calculated risks, and constantly searching for opportunities to improve processes or contribute to new ideas.
BENEFITS
FLAVOR PERKS :
FUN IS THE BEST FLAVOR :
Wingstop provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.
