About The Opportunity
We're all about connecting hungry diners with our network of over 300,000 restaurants 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!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you're looking for a place that values strong relationships, embraces diverse ideas-all while having fun together-Grubhub is the place for you!
The Impact You Will Make
The Manager, Operations (CRM) will be responsible for the execution of all CRM marketing and retention campaigns, while coaching, leading, and inspiring junior-level staff. This role will serve as a key partner to the CRM Marketing Strategy team and will own in-platform campaign design and execution, while generating and surfacing cross-campaign/cross-channel insights, driving toward personalization and retention.
This role will also develop processes and documentation to drive efficiency and flawless execution. The manager of operations should have prior experience in campaign management/deployment and segmentation, building In-platform customer journeys and triggered programs, managing data hygiene in ESPs and Customer Engagement Platforms (e.g. Salesforce Marketing Cloud, Braze, etc) for Email and Push (SMS and In-app messaging would be added bonuses). Expectation of leadership, even if they don't have a team reporting into them.

• Serve as CRM and Campaign Set-up subject matter expert, and demonstrate the ability to apply CRM platform capabilities (i.e. Braze, Movable Ink) to help bring to life life CRM strategy and personalized diner experiences.
• Execute email / push / SMS/ in-app messaging for recurring, triggered and dynamic content-driven campaigns.
• Set up canvases and cross-channel journeys including QA, scheduling and deploying.
• Map dynamic fields to HTML code.
• Lead campaign testing, troubleshooting, and feedback loop for all retention campaigns.
• Optimize creative processes and template designs within our ESP.
• Analyze weekly reporting for all CRM channel engagement metrics (email, SMS, push, in-app messaging).
• Own monitoring/optimization of retention program, and recommend next-level strategic actions
• Help set team roadmap, priorities, ensuring that campaigns are executed flawlessly and that milestones are met on time
• Lead cross-functional technical projects and discussions for more complex campaigns/challenges that require in depth evaluation of variable factors, while providing leadership to others in solving complex problems.
• Proactively share and contribute strategic ideas to guide CRM strategy and plans
• Build/maintain relationships with cross-functional partners to help inspire innovation and new thinking in terms of creative, personalization, and product experience (e.g. Product, Data Science, Creative, Brand)

What You Bring to the Table

• 6-8 years of work experience in consumer CRM, managing email and push notifications
• Bachelor's degree required
• Hands-on executional experience with ESPs and/or Consumer Engagement Platforms (i.e. Braze, Responsys, Iterable, ExactTarget, Adobe Campaign)
• Knowledge and understanding of CRM Strategy and channel best practices (email, sms, push, in-app messaging), and well as understanding of overall consumer business
• Self-starter - Proactively identify opportunities and lead solutions day-to-day, take pride in delivering a valuable consumer experience
• HTML knowledge and Technical capabilities to QA/troubleshoot and collaborate to ensure successful and valuable data integrations across data science, engineering, product, and marketing teams
• Attention to detail
• Ability to anticipate and understand technical dependencies
• Excellent communications, organization, teamwork and follow-up skills
• Curious Mind - always asking "why" and "why not?"
• Ability to manage multiple projects and stakeholder asks

Got these? Even better:

• Experience with Braze
• Experience with SMS
• CSS skills
• SQL skills
• Comfortable working in Tableau and Google Analytics

And Of Course, Perks!

• Flexible PTO/PTO . Grubhub employees enjoy a generous amount of time to recharge.
• Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
• Competitive Pay. You'll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
• Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.
• MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
• Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
• Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.

Vaccination Requirement: Grubhub employees are required to be fully vaccinated. Candidates must confirm vaccination status at time of hire, and must provide proof of full-Covid-19 vaccination within 2 weeks of starting employment. Fully vaccinated is defined as: "2 weeks have passed since your second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or 2 weeks after a single-dose vaccine, such as Johnson & Johnson's vaccine.
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.
CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].