Digital CRM Manager

With a career at Hudson, you really benefit We Offer: Health, dental and vision insurance Generous paid time off (vacation, flex or sick) 401(k) retirement plan with company match Company paid life insurance Tuition reimbursement Employee assistance program Training and exciting career growth opportunities Referral program - refer a friend and earn a bonus Compensation: $100,000 - $115,000 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 Avolta, including Dufry, HMSHost Corporation, Hudson, and affiliates ("the Company"), is an equal opportunity employer. It is the Company's policy to ensure equal employment opportunity in all aspects of employment and to comply with anti-discrimination laws and regulations. The Company prohibits discrimination and harassment of any type and provides equal opportunities to applicants and team members without regard to actual or perceived race, color, creed, age, religion, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, national origin, disability, military service and veteran status, ancestry, citizenship status, marital status, protected medical condition as defined by applicable state or local law, genetic information, or any other basis protected by applicable federal, state or local laws and ordinances (referred to as "protected characteristics"). Please enable JavaScript Screen readers cannot read the following searchable map. 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