Associate Director, CRM Marketing & Operations

Responsibilities

• Lead a team of marketers responsible for building communication and lifecycle programs to increase retention and engagement via email, push notifications, and in-app messaging
• Collaborate cross-functionally with Analytics, Operations, Business Owners, Brand, Creative, Data Engineering, Product, external vendors, etc. to create and execute CRM strategies that drive value across the consumer lifecycle
• Lead end to end development, execution, and launch of marketing plans, holistic management of the CRM calendar, continuous and data-informed advancement of messaging strategy and performance, and process and operational quality management
• Lead creation and planning for email, push, and in-app programs to increase new customer engagement, engage and retain active diners, and reacquire lapsed customers in partnership with business and analyst stakeholders, to drive measurable growth
• Architect and manage the CRM calendar to lead development and execution of ad hoc and automated campaigns end-to-end, including message and content strategy, creative approach and development, target audience and segmentation, and testing roadmaps
• Own development of content calendar and key CRM messaging points for all campaigns
• Help set CRM roadmap, testing goals, and priorities, ensuring that campaigns are executed flawlessly and that campaign and infrastructure milestones are met on time
• Design, build, and optimize complex CRM journeys with personalized messaging, triggers, and automation to deliver a delightful customer experience that drives engagement and conversion

• 8+ years of CRM Marketing experience, with a proven track record of developing and executing successful retention marketing programs that drive measurable results
• 3+ years experience leading and managing a high-performing and high output marketing & operations team and program
• Bachelor’s degree required
• Experience with ESPs or Marketing Engagement Platforms (e.g., Braze, Salesforce Marketing Cloud, Iterable Adobe Campaign) and familiarity with automation platforms (e.g., enable dynamic creative optimization, personalization)
• Experience leveraging prior campaign and test performance, customer segment insights, and other granular data to inform future strategy and roadmap
• Experience leading and transforming end-to-end CRM campaign planning and management
• Experience optimizing operational processes and flows internally and across stakeholders to increase velocity of launches and reduce errors
• Experience leading development of creative briefs and managing creative reviews

• Experience in the food delivery space
• Comfortable working in Tableau and Google Analytics
• Marketing analytics experience

• We offer equity and 401K. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.