Digital CRM Manager (East Rutherford, New Jersey, United States) at Avolta | Leading Global Travel Retailer.

Purpose: The Customer Relationship Management (CRM) Manager supports loyalty and E-commerce initiatives in North America by executing and optimizing CRM strategies for programs such as Club Avolta, Reserve & Collect, and Emporium. This role focuses on driving customer engagement and retention through effective campaign execution and CRM operations. 

Essential Functions: 

• Manages and executes CRM strategies that enhance customer loyalty and drive repeat engagement across Club Avolta, Reserve & Collect, and Emporium, with a focus on managing email, app notifications, an instant rewards program, SMS communications and member promotions; partners with analytics teams to derive actionable insights and inform CRM strategy 

• Implements data-driven campaigns utilizing email, SMS, app notifications, instant rewards, and member promotions to support loyalty recruitment, retention, and upselling opportunities 

• Collaborates with cross-functional teams to integrate CRM systems with E-commerce and loyalty platforms; acts as a CRM subject matter expert 

• Leverages customer data to create targeted and personalized marketing campaigns 

• Monitors and reports on key performance indicators (KPIs) to measure the success of CRM initiatives, including customer lifetime value, engagement rates, and campaign ROI 

• Maps and optimizes the end-to-end customer journey for loyalty and E-commerce programs 

• Ensures seamless customer experiences by integrating CRM touchpoints across digital and physical channels, including email, app notifications, instant rewards, and SMS 

• Drives innovation by identifying new tools and technologies to enhance customer engagement 

• Manages vendor relationships, ensuring optimal performance of CRM platforms and tools 

Reporting Relationship: The CRM Manager reports to the Vice President of Digital 

Minimum Qualifications, Knowledge, Skills, and Work Environment:  

• Education and Experience: The combination of education and professional experience must exceed 5 years: 

• In a leadership role: Preferably has 2 years of experience supervising or influencing a team of professionals engaged in executing CRM and E-commerce programs 

• In a technical role: Requires 5 years of digital experience engaged in developing and delivering CRM and E-commerce programs.  

• A bachelor’s degree in a program related to the functional area can count for 3 of the 5-year requirement 

• In the industry: 3-5 years of F&B, Retail, or Hospitality experience 

• Specialized Training:  

• Training that leads to an in-depth understanding of data visualization and CRM tools (ex: Salesforce) 

• Specialized Skillset/Competencies/Traits: 

• Requires at least 1 year of experience working with SalesForce CRM 

• Demonstrated expertise executing CRM programs that deliver measurable results 

• Strong analytical skills 

• Excellent communication skills; ability to thrive in a fast-paced and cross-functional environment 

• Business acumen and also has the mindset required to understand the long-term implications of CRM planning and to advance the organization’s goals 

• Demonstrated history of understanding the needs of the business, stakeholders, the employee population, and individual circumstances 

• Demonstrated history of creating and maintaining positive work environments 

• Location/Travel: 

• This position is preferably based at either the F&B Center of Excellence in Bethesda, MD or Retail Center of Excellence in East Rutherford, NJ; however, this position may be remote 

• This position requires up to 30% travel