Manager, Customer Engagement

Essential Functions

• Loyalty (85% of the time)
  • Work with brand stakeholders to determine optimal strategies to drive sales, customer retention, frequency, engagement, and life-time value of existing loyalty program members.
  • Work with creative resources to develop compelling imagery and clear copy to drive customer engagement and incremental sales.
  • Build segmented audiences and targeted offers within CRM platform; execute digital campaigns delivered through email, push notification, and SMS.
  • Analyze performance of campaigns and offers against established KPIs to determine success and translate analytics into insights to provide recommended improvements and inform test and learn strategies.
  • Develop training materials and support for Brands, Field teams & franchisees to support loyalty program campaigns and new loyalty member acquisition.

• Digital Maintenance (15% of the time)
  • Support app and website efforts related to customer engagement functionality.
  • Manage brand feedback and investigate issues to coordinate quick resolution and future risk mitigation with internal and external partners.
  • Troubleshoot and support digital channel issues that may arise.

• Relationship Management
  • Work cross-functionally with creative, brand- and category-level marketing, digital, IT, and external partners to execute multi-channel marketing campaigns.
  • Build effective working relationships with field team to translate franchisees' needs into action.
  • Establish and maintain trust, credibility and empathy with internal & external partners.
  • Provide timely feedback, and maximize efficiency, quality, timeliness, and responsiveness in a manner that best supports the organization's initiatives.

Job Summary

The Customer Engagement Manager will focus on managing email, push notification, and SMS campaigns for brands within the GoTo Foods portfolio. This position is responsible for developing and deploying campaigns to support increased frequency, attachment, and revenue across owned-channel touchpoints.

Education

• Bachelor's Degree in marketing, communications, technology, business, advertising, or other related field of study

Work Experience

• 3-5 years of experience in marketing, advertising, or related field preferred
• Experience developing and executing integrated digital marketing plans and programs
• Agency, CPG, retail, restaurant, hospitality, food, or beverage experience preferred
• Experience working within CRM platforms to build and evaluate campaigns (experience working with Cheetah, Punchh, and/or OLO a plus)

Skills & Abilities

• Strong project management skills with ability to drive projects and/or campaigns forward to completion while remaining highly organized and detail-oriented
• Data-driven and can support decisions with insights and analytics
• Results-oriented with ability to translate strategy and business objectives into actionable plans and measurements
• Ability to create program goals, messaging, communication, and overall event plans and manage programs to meet those goals
• Problem-solver with the ability to anticipate and respond to the needs of stakeholders (e.g., internal and external customers, etc.) in a timely manner