Senior Manager, CRM

Job Summary

The Senior Manager of Customer Relationship Management (CRM) is responsible for helping shape the medium to long term customer strategy, including defining vision and targets for customer loyalty and customer experiences. The role works with cross-functional teams ensuring consistent experiences across all channels.

This role involves demonstrating a strong passion for problem solving, and a deep understanding of how businesses, brands and customers interact, with an advanced understanding of the rapidly evolving role that data and technology play in this relationship. The role is responsible to identify business growth opportunities and develop strategic recommendations to support the growth of client relationships.

Duties and Responsibilities (other duties as assigned)

• Develop customer-focused marketing strategies to drive loyalty and engagement.
• Conduct market research and analyze customer behavior trends.
• Collaborate with cross-functional teams to implement targeted campaigns.
• Optimize marketing efforts using data-driven insights and analytics.
• Ensure alignment with brand guidelines and franchise needs.
• Monitor and report on the performance of marketing initiatives.
• Identify opportunities for innovation and continuous improvement in customer marketing strategies
• Define marketing strategy and create marketing campaigns (customer and loyalty) with focus on lifecycle and direct response
• Develop a customer journey map, leveraging key behavior data points and insights
• Leverage the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
• Develop testing strategies to continuously improve copy, creative and communication channels and cadence

Education, Experience & Certifications
• Bachelor’s degree required.
• 5+ years in a marketing strategy role, preferably within QSR or retail.
• Experience with customer loyalty programs and customer marketing systems and tools.
• Proven track record of developing and executing successful customer marketing strategies.
• Experience managing a team
• Experience managing agency team support
• Experience using Google Analytics and Tableau Experience with Braze (desired) Experience working with CDP (customer data platform)

Functional Skills
• Strategic thinking and analytical skills.
• Proficiency in marketing tools (e.g., Google Analytics, customer marketing platforms).
• Strong communication and collaboration abilities.
• Expertise in customer segmentation and targeting.
• Ability to manage multiple projects simultaneously.
• Understanding of the QSR industry and franchise models
• Problem Solving; ability to use rigorous logic to solve problems with innovative effective solutions
• Process Improvement: Strive to continually improve
• Ability to build and leverage talent
• Ability to communicate and influence leaders at varying levels of the organization
• Audience segmentation and planning, journey mapping and opportunity identification.


Our Values
• EVERYONE BELONGS – We believe connectedness and belonging are the essential ingredients to our success.
• DO THE RIGHT THING –We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult.
• PEOPLE FIRST – To craft positive experiences for our customers, we take care of each other first.
• INNOVATE TO WIN – We champion and challenge for a better way in all we do.
• HAVE FUN – We find joy, create meaningful impact and celebrate the journey together

Our Core Competencies
• CUSTOMER CENTRIC - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence
• RESULTS DRIVEN – We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges.
• CONTINUOUS IMPROVEMENT –We champion for better through strategic risk taking, experimentation and challenging the status quo.
• BIAS FOR ACTION – We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry.
• WINNING TOGETHER – We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacity

Papa Johns is an equal opportunity employer.