Gopuff is seeking a seasoned, data-driven CRM expert to oversee the global CRM marketing team with the goal of delivering increased customer engagement at scale and driving business growth. In this role, you will create and lead the vision, planning and execution of the customer CRM marketing program. You will work closely with the broader Marketing group, Operations, Merchandising, and Analytics in order to increase the active customer base, minimize churn, and increase recurring revenue.
The ideal candidate has demonstrated deep expertise in customer CRM marketing and lifecycle programs - ranging from customer onboarding, churn / win-back programs, product discovery, new market and product launches, incrementality testing and experimentation frameworks. In this role, you will manage a team of CRM marketers, building sophisticated growth strategies, building out CRM marketing tools and data tools to continue to optimize for efficient customer growth. Success in this role requires a high level of attention to detail, technical acumen, analytical proficiency and a strong bias for action. In addition, the candidate will demonstrate strong excellent leadership and management skills.
Qualifications

• Has 12+ years of CRM experience
• Exemplifies high standards via attention to detail and strong organization tactics
• Demonstrates sophisticated critical thinking abilities
• Has a strong analytical approach to customer behavior, campaign measurement and performance, and optimizations
• Is Hungry to learn: always self-critical, learning from mistakes and consistently improving
• Experienced in designing and implementing A/B and multivariate tests
• Has excellent written and verbal communication skills
• An experienced hiring manager and leader a world-class team
• Has a technically relevant degree or equivalent professional qualification
• Has the ability to plan strategically, but stay on top of tactical execution
• Proficient in SQL and more advanced data analysis tools (Tableau, Looker, etc.)

Responsibilities

• Manage and coach a talented team of 6+, ensuring their continued development and growth
• Evolve the CRM marketing strategy that will drive increased purchase behavior and frequency, avg. basket size (AOV), customer engagement, and retention
• Apply a data-driven approach to identify, size and prioritize opportunities that drive innovation, engagement and optimized lifetime value across customer segments
• Partner with product and analytics teams to build a unified approach and strategy to drive sustained customer engagement and purchasing behaviors
• Evolve experimentation efforts to rapidly test and turn learnings into sustained growth drivers
• Develop and evolve advanced segmentation strategies that deliver truly personalized customer experiences
• Lead the design and development of CRM reporting dashboards; establish templates and processes for regularly sharing out CRM KPIs and results with key stakeholders
• Champion learnings and results from CRM programs throughout the broader organization
• Manage vendor relationships and continually evaluate new third party systems and tools that unlock new efficiencies or growth opportunities
• Lead efforts to building automated, multi-touch nurture programs for audiences across the customer lifecycle
• Communicate and share learnings with cross-functional teams to ensure best practices and learnings are implemented across the company
• Work closely with the VP of Growth and act as key leader & mentor across the team

#LI-Remote
Benefits
We want to help our employees stay safe and healthy! We offer comprehensive medical, dental, and vision insurance, optional FSAs and HSA plans, 401k, commuter benefits, supplemental employee, spouse and child life insurance to all eligible employees.
We also offer:
-Gopuff employee discount
-Career growth opportunities
-Internal rewards programs
-Annual performance appraisal and bonus
At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it-stuff happens. But that's where we come in, delivering all your wants and needs in just minutes.
And now, we're assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.
Like what you're hearing? Then join us on Team Blue.
Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply.