Associate Director, CRM Marketing & Operations

About Grubhub

At Grubhub, we champion restaurants from coast to coast. Restaurants sit at the heart of communities. It’s our mission to strengthen their roots, deepen their connections, and increase the positive impact they have on people and society.  

Grubhub, part of Wonder, delivers the best local, authentic cuisine right to diners’ doors—and new customers and billions in revenue to local businesses. Featuring over 375,000 merchants in over 4,000 cities nationwide, our innovative technology, user-friendly platforms, and streamlined delivery capabilities have made us an industry leader in the world of online food ordering.    

Since we opened our doors in 2004, Grubhub has been opening doors all across the country. Bakery doors in Hyde Park, jibarito joint doors in Queens, and doors of opportunity all across the country. Join our team and help us open more. 

About The Opportunity

The Associate Director of CRM Marketing & Operations will lead a team of marketers responsible for building communication and lifecycle programs to increase retention and engagement of our customers via email, push notifications, and in-app messaging. You will collaborate cross-functionally (e.g., Analytics, Operations, Business Owners, Brand, Creative, Data Engineering, Product, external vendors, etc.) to create and execute CRM strategies that drive value across the entire consumer lifecycle, from increasing early customer engagement, engaging and retaining active customers, re-engaging lapsed customers.

To support the above, in this position you will focus on leading the end to end development, execution, and launch of marketing plans, holistic management of the CRM calendar, continuous and data-informed advancement of messaging strategy and performance, and process and operational quality management. The ideal candidate will bring a constant business-outcomes orientation with a proven ability to bring programs forward from conception to delivery. This role will require influence and coordination across multiple stakeholder groups at varying levels of the organization. As such, exceptional communication is a must. You will also need to be able to establish a well-informed long term agenda, drive structured problem solving, while also remaining agile and resilient to new opportunities.

The Impact You Will Make

• Lead creation and planning for email, push, and in-app programs to increase new customer engagement, engage and retain active diners, and reacquire lapsed customers in partnership with business and analyst stakeholders, to drive measurable growth

• Architect and manage the CRM calendar to lead development and execution of ad hoc and automated campaigns end-to-end, including message and content strategy, creative approach and development, target audience and segmentation, and testing roadmaps 

• Own development of content calendar and key CRM messaging points for all campaigns

• Help set CRM roadmap, testing goals, and priorities, ensuring that campaigns are executed flawlessly and that campaign and infrastructure milestones are met on time

• Design, build, and optimize complex CRM journeys with personalized messaging, triggers, and automation to deliver a delightful customer experience that drives engagement and conversion

• Manage daily operations to deliver against business KPIs; define internal team processes and cross-functional operating models

• Partner with cross-functional teams to identify, support, and deliver ongoing learnings and campaign strategy recommendations to support key initiatives

What You Bring to the Table

• 8+ years of CRM Marketing experience, with a proven track record of developing and executing successful retention marketing programs that drive measurable results

• 3+ years experience leading and managing a high-performing and high output marketing & operations team and program

• Bachelor’s degree required

• Experience with ESPs or Marketing Engagement Platforms (e.g., Braze, Salesforce Marketing Cloud, Iterable Adobe Campaign) and familiarity with automation platforms (e.g., enable dynamic creative optimization, personalization)

• Experience leveraging prior campaign and test performance, customer segment insights, and other granular data to inform future strategy and roadmap

• Experience leading and transforming end-to-end CRM campaign planning and management

• Experience optimizing operational processes and flows internally and across stakeholders to increase velocity of launches and reduce errors

• Experience leading development of creative briefs and managing creative reviews

• Content calendar management experience

• <