CRM Manager Job Listing at Papa Gino's in Dedham, MA (Job ID 3088960)

Description

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 The Digital Marketing team's mission is to advance the Papa Gino's and D'Angelo brands by deepening our position in our core markets, strengthening customer engagement, scaling our programs, and enhancing paths to purchase by delivering exceptional digital experiences.

The CRM Manager will be responsible for our CRM/Digital Marketing analytics, 1:1 digital marketing campaign execution (loyalty, site & app, email and SMS), A/B testing roadmap and overall data integrity within our channels.

This position will own critical analyses and product integration projects from start to finish, including opportunity identification, problem scoping, analysis framing, project execution and synthesizing results to project stakeholders as well as internal leadership.

This person will work closely with our Analytics, IT, Marketing and Catering teams, as well as external partners within our digital media agency, our loyalty agency, our CRM platform and our SMS platform, to achieve a coherent CRM technical back end that drives growth for the business. The person will report to the Director of Digital Marketing.

Roles And Responsibilities

• Analytics & Strategy:
• Develop and manage weekly, monthly, and ad-hoc reports that highlight key insights and strategic learnings, key performance indicators (KPIs) and integrate them in report narratives (i.e., Weekly War Room deck).
• Develop and execute a comprehensive loyalty, email and SMS analytics strategy that aligns with overall marketing objectives and business goals.
• Analyze customer behavior and measure their impact on business outcomes to update strategies. Analyze CRM & Loyalty campaigns to provide actionable recommendations.
• Understand previous customer attitudes to better engage current customers through research and data.
• Identify the most efficient customer interaction approaches & prioritize them accordingly.
• Work closely with analytics to ensure the availability, quality, and accessibility of data required for digital marketing analytics. Develop and maintain data pipelines, governance, and processes across all analytics tools/sources (Attentive, Google Analytics, PowerBI, etc.).
• Advance CRM best practices, data utilization and support in maintaining a benchmark of technical setups across Papa Gino's and D'Angelo.
• Identify areas of opportunity based on Loyalty/CRM analytics, customer segmentations, deployment tactics and audience targeting.
• Partner with analytics, Paytronix and Attentive to ensure implementation of robust testing approach and customer segmentation.
• Campaign Management:
• Develop & execute customer relationship management campaigns to increase customer loyalty.
• Run effective promotional activities to optimize sales growth and customer retention.
• Use existing customer data to gain new leads and potential customers (i.e., Lookalike audiences).
• Keep customers updated about LTO's & special offers in order to increase sales.
• Adopt new trends & strategies to expand the customer base such as upselling and cross-selling.
• Build & create various programs to further support Papa Gino's and D'Angelo digital marketing tactics.

Required Skills 

• BA/BS degree in Computer Science, Math, Statistics, Marketing or related field.
• · 3-5 years working with Customer Loyalty Programs, Customer Journey Tracking, and CRM.
• · Experience supporting online loyalty programs.
• · 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.