Sr Manager, CRM & Personalization
At Panera we believe thatgood foodcan bring out the best in all of us—food served in a warm, welcoming environment, by people who care, through a frictionless customer experience.
We are looking for aSr. Manager of CRM & Personalization to lead ourpersonalizationand lifecycle marketingstrategies,leveragingour rich loyalty data to drive acquisition,retentionand loyalty across customerlifestages In this role,you’llbuild on our AI-powered personalization strategies to deliver meaningful impact across digital owned channels, partnering with digital communications, analytics,MarTechand product teams to create personalized customer journeys across email, push, SMS, app, web & kiosk.
A successful candidate thrives in a results-driven environment and is comfortable with taking calculated risks. The role requirescollaboration,adaptabilityandstrong communicationskills Thisroleis a great fit for somebody who is curious,proactive,enjoys working cross-functionally, and has a passion forleveragingdata to communicate with customers
Duties& Responsibilities
The primary responsibilities of this job include, but are not limited to:
Define and lead thepersonalizationstrategy across lifecycle stages and customer segmentsto drive retention and engagement
Activate AI-powered personalization and orchestration across email, push, app, web, and kiosk experiences
Identifykey journey moments and own roadmap for digital touchpoint optimization
Collaborate with cross-functional partners, includingdigital communications, channel owners,internal design, marketing operations and product teams and external agencies todeliverhigh quality andtimelyexecution of campaigns
Leverage data and analytics toidentifysegmentation, targeting, and personalization tactics to improve response and conversion, while maximizing marketing ROI
Identifyand implementtest and learn opportunities to maximize segment performance against business objectives
Monitor andreport performance of campaigns, recommending campaign optimizationsandevolvingfuturego-to-market strategies
Qualifications(Education & Experience)
Qualifications include:
Bachelor’s degree from an accredited college/university;Coursefocuson marketing or business.
7+ years of experience in marketing or digital strategy, with direct experience managing digital communications
Experience managing AI-powered decisioning platforms for marketing
Passion forCRM & Personalization
Excellent listening, presentation, and written and verbal communication skills
Experience developing creative briefs, working with a creative team and/or agency, and providing effective creative feedback
Ability to manage cross-functional marketing and technology teams, advocate for communications and collaborate across the organization to create integrated solutions
Restless and optimistic; Driven by purpose, fueled by collaborative environments
Experienceleveragingdata driven insights to develop new email or digital marketing campaigns.
Analytical thinker with ability to drive metrics and benchmarks to ensure continuous improvement in process and results
Effective time managementskills;ability to prioritize, delegate and meet deadlines
Strong ability to create, build andleveragerelationships and effectivelyinterface withexecutive-level team members and at the same time have willingness to roll up the sleeves to solve problems
Ability to interact and present to all levels of the organization, including top management.
WorkingConditions
Hybrid work environment in Newton, MA
Required travel– minimalfor team meetings or industry conferences on an ad hoc basis
Competitive Pay ($119,634 to $143,561 annually)
The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Newton Support Center
Panera began in 1987 as St. Louis Bread Company, a humble community bakery founded with a sourdough starter from San Francisco and a dream of putting a loaf of bread in every arm. While our business has expanded well beyond St. Louis since then, that same sourdough starter is still used in our iconic sourdough bread and the craft of baking bread fresh each day remains at the heart of Panera Bread. Each day, our trained bakers fill our bakery shelves with delicious freshly baked cookies, pastries, bagels, and a range of breads from focaccia to classic baguettes.
We believe in serving delicious, freshly prepared, clean food made with carefully selected ingredients that we are proud to serve our own families. Our menu, crafted by chefs and bakers, features classic, comforting dishes, each with an intriguing twist.
We respect our planet and take measures to lessen our impacts. We believe in treating people with warmth, kindness, and respect, whether it’s a guest in our cafe or one of our associates. And we believe in helping our local communities, especially in times of need.
We’re also focused on improving quality and convenience. With investments in technology and operations, we offer omni-channel access to your Panera favorites – like mobile ordering, catering, and Rapid Pick-Up® for to-go orders, Curbside pick-up and delivery – all designed to make things easier for our guests.
Today, Panera operates as both Panera Bread® or Saint Louis Bread Co St. Louis Bread Company in 48 states, the District of Columbia and Canada.
Panera Bread is privately held by JAB Holding Company. Panera Bread is part of Panera Brands, one of the largest fast-casual restaurant platforms in the U.S., comprised of Panera Bread®, Caribou Coffee® and Einstein Bros.® Bagels.
