Overview:
Gopuff is seeking a versatile senior marketing and product leader to grow Gopuff through customer relationship management (CRM) programs. Joining the Customer Growth team at Gopuff, you will work alongside some of the smartest and most experienced product leaders in the industry with decades of loyalty program experience.
As the Sr. Manager of CRM, you will be responsible for evolving Gopuff's CRM channel strategy to serve the diverse needs of customers and drive aggressive customer engagement and growth goals, managing the promotion budget, product priorities, as well as deliverables to support growth objectives. You will be responsible for driving new business initiatives and investments through a track record of substantial business results through best-in-class customer experiences. The success of this role is measured by customer and order growth while managing costs.
The ideal candidate will have demonstrated success in solving highly complex and impactful problems through hands-on experiences and influencing cross-functional leaders and teams. The candidate has a strong track record of delivering business results in a highly competitive and ambiguous environment and has demonstrated the ability to influence a long-term vision while adapting to change. Successful candidates will demonstrate strong business judgment, product, and technical skills while being able to build and operate at scale.
This role is hybrid in Philadelphia or Miami (Tues-Thurs onsite)
You Will:
- Benchmark against best-in-class experiences, identify unique opportunities, and removing friction along the customer journey
- Work closely with teams to implement an integrated CRM strategy and performance targets for all growth activities
- Lead weekly initiatives to hit targets, iterating on past successes and failures with quick turnarounds on adapted approaches to reach growth ambitions
- Define channel mix and cross-channel investment levels with a close eye on volume and reach, steering ROI, and user journey across channel touchpoints including email, push, SMS, and on-app/site
- Paint a cohesive picture of how the various channels play together, with insights across all channels to share with other Sr. Leaders.
- Build segmentation, user journey strategies, KPIs, and analysis to adapt to customer and business needs.
- Influence cross-functional partners and Leadership/Executive team.
- Communicate concisely and influence outcomes to translate into business results at all levels as well as technical systems to broader stakeholders to facilitate good business decisions for the business
- Set aggressive yet realistic and practical goals for the team with clear objectives regarding measurement, results, and accountability of actions.
- Evaluate new technologies and make recommendations to pursue in future productsFoster a culture of data-informed decision making
You Have:
- 5+ years CRM experience in a fast-paced B2C company
- Ability to communicate clearly, persuasively and with confidenceIn-depth channel knowledge in CRM channels (push / email / SMS) and technologies with experience managing and justifying large investments
- Experience with web analytics and visualization tools to draw meaningful and actionable insights: Braze and Looker experience a plus
- Proven experience running highly effective CRM programs, and strategies
- Strong leadership and communication strategy while driving consensus and articulating program recommendations and tradeoffs to senior executives
- Outcome-oriented leadership and ability to ask questions, articulate desired outcomes, and work collaboratively to create a path to achieve it; proven ability to bring simplicity and measurable results to complex situations
- Demonstrated technical acumen; ability to influence and debate solutions with technical team members, understand technology solutions and potential tradeoffs and represent technical concepts to non-technical stakeholders.
- Ability to work independently; able to successfully operate in areas of uncertainty and ambiguity; self-starter and quick learner; calm and efficient under pressure
- Be versatile and be able to prioritize/handle multiple initiatives in a fast-paced environment with strict deadlines
- BA/BS in marketing, computer engineering, or business management; MBA or Masters in related field is a bonus
Benefits: We want to help our employees stay safe and healthy! We offer comprehensive medical, dental, and vision insurance, optional FSAs and HSA plans, 401k, commuter benefits, supplemental employee, spouse and child life insurance to all eligible employees.
*We also offer*:
Gopuff employee discount
Career growth opportunitiesInternal rewards programs
Annual performance appraisal and bonus
Equity program *Not applicable for contractors or temporary employees.
At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it—stuff happens. But that’s where we come in, delivering all your wants and needs in just minutes.
And now, we’re assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.
Like what you’re hearing? Then join us on Team Blue.
Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply.
