At Panera we believe that good food can 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 a Sr. Manager of CRM & Personalization to lead our personalization and lifecycle marketing strategies, leveraging our rich loyalty data to drive acquisition, retention and loyalty across customer lifestages. In this role, you’ll build on our AI-powered personalization strategies to deliver meaningful impact across digital owned channels, partnering with digital communications, analytics, MarTech and 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 requires collaboration, adaptability and strong communication skills. This role is a great fit for somebody who is curious, proactive, enjoys working cross-functionally, and has a passion for leveraging data to communicate with customers.
Duties & Responsibilities
The primary responsibilities of this job include, but are not limited to:
Define and lead the personalization strategy across lifecycle stages and customer segments to drive retention and engagement
Activate AI-powered personalization and orchestration across email, push, app, web, and kiosk experiences
Identify key journey moments and own roadmap for digital touchpoint optimization
Collaborate with cross-functional partners, including digital communications, channel owners, internal design, marketing operations and product teams and external agencies to deliver high quality and timely execution of campaigns
Leverage data and analytics to identify segmentation, targeting, and personalization tactics to improve response and conversion, while maximizing marketing ROI
Identify and implement test and learn opportunities to maximize segment performance against business objectives
Monitor and report performance of campaigns, recommending campaign optimizations and evolving future go-to-market strategies
Qualifications (Education & Experience)
Qualifications include:
Bachelor’s degree from an accredited college/university; Course focus on 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 for CRM & 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
Experience leveraging data 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 management skills; ability to prioritize, delegate and meet deadlines
Strong ability to create, build and leverage relationships and effectively interface with executive-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.
Working Conditions
Hybrid work environment in Newton, MA
Required travel – minimal for 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 CenterTop Skills
What We Do
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.
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