Manager, Technical CRM, Burger King US&C Job at Restaurant Brands International, Miami, FL

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  • Restaurant Brands International
  • Miami, FL

Job Description

About Restaurant Brands International: Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 100 countries. RBI owns four of the world's most prominent and iconic quick service restaurant brands - TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities. Job Overview The Digital Marketing team's mission is to advance the Burger King brand by deepening our position in our core markets, strengthening customer engagement, scaling our programs, and enhancing paths to purchase by delivering exceptional digital experiences. W are seeking a CRM Technical Manager to lead our data-driven marketing efforts focusing on our MarTech stack. The CRM Technical Manager will oversee the technical aspects of our CRM program, ensuring optimal performance and alignment with business goals. This role requires a strategic oversight, paired with a strong technical foundation in CRM systems, data management, and software integration, along with strategic thinking to enhance customer relationship operations. The successful candidate will be adept at leveraging technology to solve complex business challenges, optimizing customer engagement and retention strategies. Primary Roles And Responsibilities Lead the integration and optimization of our CRM platforms, focusing on Braze as the primary ESP tool. Ensure seamless data flow and functionality between Snowflake, Amplitude, and other elements of our MarTech stack. Ensure data quality and timely availability for operational and analytical purposes. Develop and implement a comprehensive data strategy to enhance customer segmentation, personalization, and lifecycle marketing. Manage the tracking and analysis of customer behavior events within CRM to optimize marketing efforts and customer interactions. Utilize CRM tools to create dynamic customer segments based on behavior, demographics, and purchase history. Work closely with software engineering teams to design, test, and implement CRM system modifications and upgrades. Ensure that CRM system enhancements align with business needs and user requirements. Manage customer profiles within CRM, ensuring accuracy, privacy, and compliance with data protection regulations. Monitor the CRM database's health, conducting regular audits to ensure data integrity and system performance. Oversee and manage the attribution modeling for all CRM and digital marketing initiatives. This includes developing and refining attribution frameworks to accurately assess the impact and ROI of various marketing campaigns. Oversee the email service provider (ESP) integration and manage email deliverability. Develop strategies to improve inbox placement rates and monitor email campaign performance. Oversee the deployment execution of targeted email, SMS, and multi-channel communication strategies. Ensure campaigns are effectively utilizing Braze's capabilities for maximum engagement and ROI. Stay updated with the latest CRM technologies and trends to drive continuous improvement. Lead the strategic planning and implementation of CRM tools and practices to enhance customer engagement and retention. Act as the first point of contact for any CRM-related issues. Collaborate with IT support and end-users to resolve issues promptly. Required Skills BA/BS degree in Computer Science, Math, Statistics or related field 3-5 years of experience of hands-on email/CRM experience and implementing data specific strategies or related experience Technical background encompassing platform hygiene, merge/purge, relational database concepts like primary keys, data transmission protocols (soap/rest APIs, sftps, etc). Strong working knowledge in Marketing Technology and how martech stack works across ecosystem (CDP, ESP, data visualization, etc.) Experience working with CRM platform (Salesforce, Braze, Cheetahmail, etc) Experience with Braze experience preferred Knowledge of how to integrate different Custom Events and Attributes into the customer experience Data-driven mindset with an ability to interpret analytics and data to drive decisions and strategy Detail and quality-oriented with the desire to quickly learn new concepts, business models, and technologies Start-up mentality, eager to move quickly and work with a lean team Highly curious, always looking to learn and stay ahead of trends Digital and ecommerce experience preferred Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request. #burgerking

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