- Company Name
- 24 Seven Talent
- Job Title
- Customer Relationship Management Manager
- Job Description
-
**Job Title**
Customer Relationship Management Manager
**Role Summary**
Lead end-to-end loyalty and CRM operations to deliver personalized guest experiences across owned channels. Manage campaign strategy, execution, and optimization using platforms such as Braze, Punchh, and related analytics solutions. Oversee agency teams and technical production staff, ensuring high-quality, data-driven campaign delivery and seamless loyalty platform transition.
**Expectations**
- Drive growth in membership and engagement through targeted loyalty marketing initiatives.
- Maintain expertise in loyalty, personalization, and digital marketing trends.
- Deliver flawless campaign deployment, meet deadlines, and stay within budget.
**Key Responsibilities**
- Develop and execute loyalty marketing strategies, including gated offers, gamification, and point multipliers.
- Plan and optimize member lifecycle journeys (acquisition, retention, activation) across email, push, SMS, i‑app, and in‑app channels.
- Own loyalty offer calendar, segmentation, attribute definition, and campaign QA.
- Manage Braze canvas builds, QA, and deployment; oversee loyalty platform offer setup and launch.
- Serve as final approver for all campaigns/offers; ensure brand and compliance standards.
- Collaborate cross‑functionally with Product, Category, Finance, Creative, IT, and external agencies for feature prioritization, UAT, and rollout.
- Analyze campaign performance (margin, engagement, ROI) and recommend optimization actions.
- Lead, mentor, and develop two direct reports focused on technical production.
- Coordinate transition from legacy loyalty platform to new solution, troubleshoot delivery issues, and maintain agency relationships and budgets.
**Required Skills**
- Loyalty platform expertise (Punchh, Braze).
- Advanced data‑driven segmentation and personalization.
- Campaign strategy, planning, and channel strategy (email, push, SMS, in‑app).
- QA, deployment, and rigorous testing.
- Leadership, coaching, and project management.
- Strong analytical and performance‑measurement skills.
- Excellent written and verbal communication.
**Required Education & Certifications**
- Bachelor’s degree in Marketing, Business, or related field.
- 7+ years experience in loyalty, CRM, or digital marketing (≥2 years in management).
- Certifications in Braze, Punchh, or similar CRM/tools preferred.