[Remote] Manager - CRM and Personalization @ The Wendy's Company

• Business results - for fundamental CRM KPIs that measure the effectiveness of our program, delivering incremental + profitable results for all our stakeholders
• 1:1 personalization and customer engagement - create end-to-end acquisition and nurture strategies that result in growth; build all journeys + campaigns to reflect the true 1:1 connection with our customers across all lifecycle stages and increase their CLTV, in a data driven approach
• Customer segmentation and retention - partner with internal and external stakeholders to carve our key customer segments that will drive the focus of our CRM program
• Campaign planning and management - key partner for prioritizing journey + campaign roadmap, allocating resources that drive foundational+incremental value
• Test and learn - primary champion of A/B testing at all touchpoints to drive campaign effectiveness that’s fueled by best-in-class measurement techniques, while ensuring all content & campaigns are constantly improved based on feedback. You can challenge strategic assumptions and recommend an alternate approach.
• Product ownership - key stakeholder representing the CRM program to achieve capabilities in our tech stack that will help drive customer engagement and 1:1 personalization. Development of business case & associated decisions on prioritization of product roadmap, campaigns, and development work.
• Journey and campaign building - problem statements, briefs, audience segments, campaign sizing & frequency geared towards 1:1 personalization.
• Decisions related to agency management, new CRM partners, or contract negotiations
• Budget related to CRM resource allocation and planning

What we expect from you

• Education: Bachelors Degree
• Preferred: Master’s Degree; Business Administration, Marketing
• 5+ years of experience in customer/ CRM/ Retention/ Lifecycle marketing within retail or e-commerce (restaurant industry/franchised business experience preferred)
• Experience with and understanding of digital product and ordering channels (including mobile app, web, etc.), loyalty programs and systems, and CRM vendors or tools.
• Consumer-centric, with strong knowledge of marketing campaign and creative communications development from strategic planning through execution and analysis
• Analytical, data-driven mindset with critical thinking ability to translate data into easy-to-understand insights and business case; experience working with data scientists & engineering teams
• Strong Project mgmt. and communication skills; has a bias for action + desire to be scrappy and learn quickly; Creates an inclusive culture for all viewpoints and perspectives

Travel: 10%

Pay Range: $96,000 - $168,000 Annually
Wendy's is an equal employment opportunity employer who may provide reasonable accommodation to enable individuals with disabilities to perform the essential functions of the job.