Digital CRM Manager

Compensation: $100,000 - $115,000

Purpose: The Customer Relationship Management (CRM) Manager supports loyalty and E‑commerce initiatives in North America by executing and optimizing CRM strategies for programs such as Club Avolta, Reserve & Collect, and Emporium. This role focuses on driving customer engagement and retention through effective campaign execution and CRM operations.

Essential Functions:

• Manages and executes CRM strategies that enhance customer loyalty and drive repeat engagement across Club Avolta, Reserve & Collect, and Emporium, focusing on email, app notifications, instant rewards, SMS communications and member promotions; partners with analytics teams to derive actionable insights.
• Implements data‑driven campaigns utilizing email, SMS, app notifications, instant rewards, and member promotions to support loyalty recruitment, retention, and upselling opportunities.
• Collaborates with cross‑functional teams to integrate CRM systems with E‑commerce and loyalty platforms; acts as a CRM subject matter expert.
• Leverages customer data to create targeted and personalized marketing campaigns.
• Monitors and reports on key performance indicators (KPIs) to measure the success of CRM initiatives, including customer lifetime value, engagement rates, and campaign ROI.
• Maps and optimizes the end‑to‑end customer journey for loyalty and E‑commerce programs.
• Ensures seamless customer experiences by integrating CRM touchpoints across digital and physical channels.
• Drives innovation by identifying new tools and technologies to enhance customer engagement.
• Manages vendor relationships, ensuring optimal performance of CRM platforms and tools.

Reporting Relationship:
The CRM Manager reports to the Vice President of Digital.

Minimum Qualifications, Knowledge, Skills, and Work Environment:

• Education and Experience:
  
  >5 years of combined education and professional experience; 2 years in a leadership role supervising a CRM/E‑commerce team or 5 years in a technical CRM/E‑commerce role.
• Credit for a bachelor’s degree in a related field counts for 3 of the 5‑year requirement.
• Industry
  
  Experience:
  
  3–5 years in F&B, Retail, or Hospitality.
• Specialized Training:
  In‑depth understanding of data visualization and CRM tools (e.g., Salesforce); 1+ year with Salesforce CRM.
• Demonstrated expertise executing CRM programs with measurable results.
• Strong analytical skills.
• Excellent communication skills; thrives in a fast‑paced, cross‑functional environment.
• Business acumen and a mindset focused on long‑term CRM planning to advance organizational goals.
• History of understanding business, stakeholder, and employee needs and maintaining positive work environments.

Location/Travel:

This position is preferably based at either the F&B Center of Excellence in Bethesda, MD or Retail Center of Excellence in East Rutherford, NJ; remote work is possible. Requires up to 30% travel.

Avolta, including Dufry, HMSHost Corporation, Hudson, and affiliates (“the Company”), is an equal opportunity employer. It is the Company’s policy to ensure equal employment opportunity in all aspects of employment and to comply with anti‑discrimination laws and regulations. The Company prohibits discrimination and harassment of any type and provides equal opportunities to applicants and team members without regard to actual or perceived race, color, creed, age, religion, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, national origin, disability, military service and veteran status, ancestry, citizenship status, marital status, protected medical condition as defined by applicable state or local law, genetic information, or any other basis protected by applicable federal, state or local laws and ordinances (referred to as “protected characteristics”).