Associate Director, CRM Marketing & Operations

Why Work For Us

Grubhub, part of Wonder, is all about connecting hungry diners with our network of over 375,000 merchants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!

About the Role

The Associate Director of CRM Marketing & Operations will lead a team of marketers responsible for building communication and lifecycle programs to increase retention and engagement of our customers via email, push notifications, and in-app messaging. You will collaborate cross-functionally (e.g., Analytics, Operations, Business Owners, Brand, Creative, Data Engineering, Product, external vendors, etc.) to create and execute CRM strategies that drive value across the entire consumer lifecycle, from increasing early customer engagement, engaging and retaining active customers, re-engaging lapsed customers.

To support the above, in this position you will focus on leading the end to end development, execution, and launch of marketing plans, holistic management of the CRM calendar, continuous and data-informed advancement of messaging strategy and performance, and process and operational quality management. The ideal candidate will bring a constant business-outcomes orientation with a proven ability to bring programs forward from conception to delivery. This role will require influence and coordination across multiple stakeholder groups at varying levels of the organization. As such, exceptional communication is a must. You will also need to be able to establish a well-informed long term agenda, drive structured problem solving, while also remaining agile and resilient to new opportunities.

The Impact You Will Make

• Lead creation and planning for email, push, and in-app programs to increase new customer engagement, engage and retain active diners, and reacquire lapsed customers in partnership with business and analyst stakeholders, to drive measurable growth

• Architect and manage the CRM calendar to lead development and execution of ad hoc and automated campaigns end-to-end, including message and content strategy, creative approach and development, target audience and segmentation, and testing roadmaps 

• Own development of content calendar and key CRM messaging points for all campaigns

• Help set CRM roadmap, testing goals, and priorities, ensuring that campaigns are executed flawlessly and that campaign and infrastructure milestones are met on time

• Design, build, and optimize complex CRM journeys with personalized messaging, triggers, and automation to deliver a delightful customer experience that drives engagement and conversion

• Manage daily operations to deliver against business KPIs; define internal team processes and cross-functional operating models

• Partner with cross-functional teams to identify, support, and deliver ongoing learnings and campaign strategy recommendations to support key initiatives

What You Bring to the Table

• 8+ years of CRM Marketing experience, with a proven track record of developing and executing successful retention marketing programs that drive measurable results

• 3+ years experience leading and managing a high-performing and high output marketing & operations team and program

• Bachelor’s degree required

• Experience with ESPs or Marketing Engagement Platforms (e.g., Braze, Salesforce Marketing Cloud, Iterable Adobe Campaign) and familiarity with automation platforms (e.g., enable dynamic creative optimization, personalization)

• Experience leveraging prior campaign and test performance, customer segment insights, and other granular data to inform future strategy and roadmap

• Experience leading and transforming end-to-end CRM campaign planning and management

• Experience optimizing operational processes and flows internally and across stakeholders to increase velocity of launches and reduce errors

• Experience leading development of creative briefs and managing creative reviews

• Content calendar management experience

• Experience utilizing A/B testing or AI decisioning capabilities and building iterative learning agendas

• Ability to understand how CRM impacts overall business goals and KPIs

• Exceptional written and verbal communication, presentation, organization, teamwork and follow-up skills

• Ability to manage multiple projects while ensuring all timelines and milestones are met

• Experience working cross functionally with Brand, Creative, Analytics, Data Engineering, Business, and Product teams 

Got these? Even better!

• Experience in the food delivery space

• Comfortable working in Tableau and Google Analytics

• Marketing analytics experience

As a matter of company policy, Grubhub does not sponsor applicants for employment visa status for this role.

Base salary:

New York: $174,000 - $183,500 per year

Illinois: $156,500 - $165,000 per year

Wonder uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience.

And Of Course, Perks!

• Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.

• Health and Wellness. Excellent medical, dental and vision benefits, 401k, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.

• Free Meals. Our employees get a weekly Grubhub credit to enjoy. 

• Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Fund. Employees are also given paid time off each year to support the causes that are important to them.

#LI-Hybrid

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’re applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.  

If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].