Job Description

May perform any or all of the following duties: Serve as the subject matter expert for the CRM platform, including staying current on platform enhancements, troubleshooting issues, and partnering with vendor support teams. Own CRM performance reporting, dashboarding, audience growth tracking, and campaign health monitoring to ensure programs are operating effectively and delivering business impact. Explicitly call out ownership of email, push notification, in-app messaging, and content card execution across digital channels. Manage customer lifecycle journeys and automated programs, including welcome, birthday, reactivation, and other triggered communications, while continuously optimizing performance. Build and manage customer segments and audiences to support targeted marketing initiatives and personalized communications. Manage creative request processes, campaign approvals, and cross-functional coordination to support timely launches. Lead testing strategies including A/B testing, holdout/control groups, and ongoing optimization efforts designed to improve campaign performance. Expand QA responsibilities to include validation of CRM functionality, customer journeys, mobile app experiences, and digital platform enhancements. Own the end-to-end communications campaign process, translating marketing strategies and business objectives into actionable plans across owned communication channels. Develop and maintain campaign calendars, workflows, timelines, and operational processes to support accurate, timely, and scalable execution. Partner with cross-functional teams, including Marketing, Digital, Creative, Brand, Analytics, Technology, and Operations, to align campaigns with brand priorities, promotions, product launches, and customer engagement goals. Configure, build, and deploy customer communications campaigns within marketing technology platforms, including audience segmentation, customer journeys, triggers, content setup, scheduling, and channel execution. Manage campaign setup requirements and execution details to ensure campaigns are delivered according to established requirements, timelines, and approval processes. Develop and execute testing strategies, including A/B testing, audience testing, messaging optimization, and channel performance analysis, to improve campaign effectiveness. Monitor campaign results, evaluate key performance indicators, and partner with analytics teams to identify insights, optimization opportunities, and recommendations for future campaigns. Own campaign quality assurance processes, validating content, audience criteria, timing, links, personalization, system configurations, functionality, and customer experience prior to launch. Coordinate final campaign approvals, manage deployment schedules, troubleshoot execution issues, and resolve campaign-related challenges. Apply campaign performance learnings to improve future communications, customer engagement, conversion, and campaign strategy. Maintain campaign documentation, reporting, performance learnings, and process updates to support continuous improvement and operational consistency. POSITION QUALIFICATIONS/CORE COMPETENCIES Bachelor’s degree in Marketing, Business, Communications, or related field preferred. 5+ years of experience in marketing, CRM, lifecycle marketing, campaign management, or marketing operations. Experience managing end-to-end customer communication campaigns within a digital marketing environment. Experience with marketing automation, CRM, customer engagement, or campaign management platforms. Strong understanding of segmentation, personalization, testing methodologies, and campaign optimization. Highly organized with strong attention to detail and ability to manage multiple priorities. Strong analytical skills with the ability to interpret campaign performance data and make recommendations. Experience in QSR, retail, hospitality, or consumer-facing brands preferred. Experience with CRM and marketing automation platforms, preferably Braze or similar platform. Experience executing email, push notification, and mobile in-app messaging campaigns. Understanding of customer lifecycle marketing, automated journeys, and personalization strategies. Experience with audience segmentation and customer data platforms. Working knowledge of email development and HTML preferred. Strong reporting, campaign analytics, and dashboarding experience. WORK ENVIRONMENT Restaurant Support Center that operates in a fast-paced setting with a high volume of activity and a deadline-driven environment. The role follows a hybrid work model, requiring on-site presence in the office every Tuesday, Wednesday, and Thursday. PHYSICAL DEMANDS Frequent interaction with internal and external partners by phone and electronic communications. Extended periods of sitting, telephone use, typing, and computer operation. ESSENTIAL FUNCTIONS May perform any or all of the following duties: Serve as the subject matter expert for the CRM platform, including staying current on platform enhancements, troubleshooting issues, and partnering with vendor support teams. Own CRM performance reporting, dashboarding, audience growth tracking, and campaign health monitoring to ensure programs are operating effectively and delivering business impact. Explicitly call out ownership of email, push notification, in-app messaging, and content card execution across digital channels. Manage customer lifecycle journeys and automated programs, including welcome, birthday, reactivation, and other triggered communications, while continuously optimizing performance. Build and manage customer segments and audiences to support targeted marketing initiatives and personalized communications. Manage creative request processes, campaign approvals, and cross-functional coordination to support timely launches. Lead testing strategies including A/B testing, holdout/control groups, and ongoing optimization efforts designed to improve campaign performance. Expand QA responsibilities to include validation of CRM functionality, customer journeys, mobile app experiences, and digital platform enhancements. Own the end-to-end communications campaign process, translating marketing strategies and business objectives into actionable plans across owned communication channels. Develop and maintain campaign calendars, workflows, timelines, and operational processes to support accurate, timely, and scalable execution. Partner with cross-functional teams, including Marketing, Digital, Creative, Brand, Analytics, Technology, and Operations, to align campaigns with brand priorities, promotions, product launches, and customer engagement goals. Configure, build, and deploy customer communications campaigns within marketing technology platforms, including audience segmentation, customer journeys, triggers, content setup, scheduling, and channel execution. Manage campaign setup requirements and execution details to ensure campaigns are delivered according to established requirements, timelines, and approval processes. Develop and execute testing strategies, including A/B testing, audience testing, messaging optimization, and channel performance analysis, to improve campaign effectiveness. Monitor campaign results, evaluate key performance indicators, and partner with analytics teams to identify insights, optimization opportunities, and recommendations for future campaigns. Own campaign quality assurance processes, validating content, audience criteria, timing, links, personalization, system configurations, functionality, and customer experience prior to launch. Coordinate final campaign approvals, manage deployment schedules, troubleshoot execution issues, and resolve campaign-related challenges. Apply campaign performance learnings to improve future communications, customer engagement, conversion, and campaign strategy. Maintain campaign documentation, reporting, performance learnings, and process updates to support continuous improvement and operational consistency. POSITION QUALIFICATIONS/CORE COMPETENCIES Bachelor’s degree in Marketing, Business, Communications, or related field preferred. 5+ years of experience in marketing, CRM, lifecycle marketing, campaign management, or marketing operations. Experience managing end-to-end customer communication campaigns within a digital marketing environment. Experience with marketing automation, CRM, customer engagement, or campaign management platforms. Strong understanding of segmentation, personalization, testing methodologies, and campaign optimization. Highly organized with strong attention to detail and ability to manage multiple priorities. Strong analytical skills with the ability to interpret campaign performance data and make recommendations. Experience in QSR, retail, hospitality, or consumer-facing brands preferred. Experience with CRM and marketing automation platforms, preferably Braze or similar platform. Experience executing email, push notification, and mobile in-app messaging campaigns. Understanding of customer lifecycle marketing, automated journeys, and personalization strategies. Experience with audience segmentation and customer data platforms. Working knowledge of email development and HTML preferred. Strong reporting, campaign analytics, and dashboarding experience. WORK ENVIRONMENT Restaurant Support Center that operates in a fast-paced setting with a high volume of activity and a deadline-driven environment. The role follows a hybrid work model, requiring on-site presence in the office every Tuesday, Wednesday, and Thursday. PHYSICAL DEMANDS Frequent interaction with internal and external partners by phone and electronic communications. Extended periods of sitting, telephone use, typing, and computer operation. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr

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