Sr. Manager, Lifecycle Marketing

The Zaxby's Support Center is looking for a Sr. Manager, Lifecycle Marketing to support the Loyalty/Digital Marketing team. This individual will oversee the strategy and development of Zaxby's Customer Relationship Management (CRM) initiatives to drive customer growth, retention, and frequency. He/she will have an analytical mindset and be critically focused on driving increased customer value through integrated planning and personalized communications. This position will supervise 1-2 employees and will collaborate with Marketing, Media, and our Digital Technology teams in the day-to-day management of the Customer Data Platform (CDP). This is an opportunity to lead the strategy and help redefine how we reward our members throughout their lifecycle journey in the Zax Rewardz program.
As we continue to grow, our strategies have set us up for success to be the top offering in Chicken Fingerz, Boneless Wings and Zalads. We'd love to have you as part of our team!
This position is based in Atlanta, GA and allows for a hybrid work schedule that includes 3 in-office days per week.
Benefits Include:

• Medical, Dental and Vision insurance
• Company-paid Short and Long-Term Disability insurance; Basic Life; Critical Illness insurance
• 401K participation
• 50% off meal discount at company-owned locations
• Child Care Assistance Plan
• Education Assistance Program
• Parental Leave
• PTO and Company Holidays

Essential duties may include but are not limited to the following:

• Oversee loyalty-based activities and the day-to-day management, development, and broader integration efforts within Customer Data Platform (CDP) infrastructure
• Collaborate with the Digital Technology & Product teams to define specific customer use cases and requirements and advise on future MarTech roadmap planning
• Refine customer journeys and optimize based on real time measurement
• Collaborate with Finance/Analytics to leverage customer cohorts and ensure they are being properly activated and nurtured, supporting the long-term engagement of our customer base
• Lead strategic efforts focused on advancing customer segmentation and reporting across automated and ad hoc campaigns
• Develop targeted, data-driven customer journeys across email, SMS, push notifications, and loyalty platforms and develop new approaches to drive customer behavior and growth
• Build CRM strategies that align with overall marketing calendar, orchestrating the right messages at right time to right audience and drive engagement and sales on our owned and operated e-commerce and retail channels
• Work cross-functionally to develop thoughtful, innovative large-scale campaigns that drive retention, long-term customer value and acquire new customers while controlling for discounting
• Partner with CI/Analytics to identify customer insights to develop and inform strategies to activate within channels and mobile app to support business needs
• Mentor CRM team to develop the right processes and plans around the various work streams
• Build reports and deliver insights on campaigns to measure incremental impact and A/B test results of all campaigns
• Drive and track KPIs including engagement, retention, and frequency
• Contribute to thoughtful and creative discussions with leadership, key stakeholders and cross-functional teams on strategic goals and performance
• Effectively communicate results to company executives to help drive organizational change

• Prior experience managing a customer-facing loyalty program
• Proven experience in lifecycle engagement with a focus on developing complex, automated user journeys (e.g. activation/retention/win-back, etc.)
• Comfortable working with large data to derive insights to build a strategy that ultimately solves a business problem
• Strong ownership and accountability in driving and scaling business efficiently and effectively
• Experience developing and executing ad hoc and automated Marketing campaigns
• Strong verbal and written communication skills and works effectively with cross-functional team members
• Excellent organizational skills and extreme attention to detail
• Prior experience with MarTech CRM/CDP technology management with strong understanding of Marketing, data structure, and operational databases; AdTech experience a plus
• Collaborator, self-starter, innovator and problem-solver
• Strong project management skills with ability to manage, implement and analyze a wide range of initiatives in a fast-paced environment
• Strong analytical skills with ability to pull, build, and analyze data, including predictive analytics
• Experience leading relationship with a loyalty, marketing automation platform - Braze, Punchh, mParticle and/or similar
• Previous experience in QSR, food, hospitality, retain, e-commerce with a customer-first outlook

• Education: Bachelor's degree in Marketing, Business or similar discipline; OR equivalent combination of education and experience
• Experience: 5+ years of hands-on CRM and Loyalty Marketing experience, owning program planning and execution

$100,000 - $130,000

Zaxby's Franchising LLC is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state or local law.