Assistant Manager, Customer Engagement

Since its founding in 1937, Krispy Kreme’s focus has remained the same - making fresh doughnuts using our founder’s original recipe. The brand’s iconic Hot Light lets consumers know when doughnuts are being made in the shop so they can stop in and enjoy them hot, right off the line.

The Assistant Customer Engagement Manager will grow our relationship marketing capabilities, create relevant, multi‑channel customer communications, and ultimately drive incremental growth to the business. This individual will be responsible for leading the planning and day‑to‑day deployment of communication to US consumers via Krispy Kreme’s database marketing platforms. The Associate Manager will report to the Senior Manager, Global Customer Engagement and work closely with partners across US and global marketing, including brand marketing, digital consumer experiences, insights, technology, and creative services.

They will own CRM and loyalty campaigns from inception to implementation in a fast‑paced environment and be responsible for monitoring and optimizing these campaigns, along with post‑analysis, to increase efficiency and effectiveness for future deployment. This individual’s focused commitment to excellent execution will provide an efficient means to engage with consumers on what matters most to them to build loyalty and visit frequency.

Curiosity and passion for learning new skills and techniques in a fast‑changing environment are critical for success as the CRM practice evolves and grows at Krispy Kreme.

• Maintain a detailed CRM calendar and partner cross‑functionally to ensure all business verticals are appropriately supported
• Build and deploy email campaigns using a loyalty & CRM platform, including A/B testing, personalization and dynamic content across different promotional emails, customer journeys, and other direct channels such as Push Notifications and In‑App Messages
• Segment lists based on customer information, Assistantd favorite shops, and behaviors including email engagement, customer purchase history, preferred products and rewards status to optimize email effectiveness
• Build and maintain marketing campaigns using automations and journeys, while working closely across the marketing team to provide input on CRM best practices
• Develop all CRM creative (email, app‑inbox, rewards), including copy, creative briefing and feedback, as well as template strategy, for internal team approvals
• Lead our CRM agency to schedule CRM message testing, deployment and complete post‑deployment checks
• Partner with Paytronix and IT to create, test and implement new rewards for ongoing customer engagement
• Support the growth of the CRM and loyalty database through seasonal acquisition campaigns that require cross‑functional collaboration
• Use data‑backed measurement and analysis to test, refine and scale campaigns for both CRM and loyalty
• Maintain good data hygiene of the CRM database
• Write reports and create presentations to communicate performance and health of CRM database and loyalty program
• Assist the Sr. Manager, Global Customer Engagement in developing optimizing the loyalty strategy including customer journeys and behavior‑based automation
• Support special projects and new initiatives with customer data and user experience expertise as needed

• 0-2 years of CRM and/or Loyalty marketing, particularly multi‑channel
• Bachelor’s Degree (advanced degree a plus)
• Well‑versed in CRM and Loyalty Marketing lexicon and KPIs
• Proficient in using loyalty and messaging platforms
• Adaptable, analytical thinker who can work both strategically as well as in a hands‑on/executional capacity
• Self‑motivated and independent, with the ability to influence others without direct control
• Proficiency in data analytics to determine key insights to drive improvements
• Strong project management skills and exceptional attention to detail
• Ability to work cross‑functionally and under tight deadlines
• Ability to manage multiple project simultaneously, prioritize, and manage time effectively
• Excellent oral and written presentation skills
• Pass a pre‑employment drug screen and criminal background check
• Ability to…