Digital CRM Manager

With a career at Hudson, you really benefit! We Offer:

Health, dental and vision insurance

Generous paid time off (vacation, flex or sick)

401(k) retirement plan with company match

Company paid life insurance

Tuition reimbursement

Employee assistance program

Training and exciting career growth opportunities

Referral program – refer a friend and earn a bonus

Compensation: $100,000 - $115,000

Purpose: The Customer Relationship Management (CRM) Manager supports loyalty and E-commerce initiatives in North America by executing and optimizing CRM strategies. This role focuses on driving customer engagement and retention through the execution of lifecycle campaigns and automated CRM journeys, with a strong emphasis on Salesforce Marketing Cloud.

Essential Functions:

• Executes CRM strategies focused on retention, repeat purchase, cross-shopping, and ongoing member engagement across Club Avolta and E-commerce programs

• Develops and deploys CRM campaigns and automations utilizing Salesforce Marketing Cloud.
• Builds and manages behavioral and transaction-based customer journeys to support relevant, timely customer communications
• Executes campaigns across email, SMS, mobile app push notifications
• Supports the launch and scaling of SMS as a key CRM channel in North America
• Collaborates cross-functionally with loyalty, e-commerce, digital and technology teams to support CRM execution

• Partners with Business Analytics to evaluate performance and identify optimization opportunities
• Monitors and reports on CRM performance metrics including engagement repeat behavior, and campaign effectiveness

• Maps and optimizes the end-to-end customer journey, from enrollment through repeat engagement
• Ensures CRM touchpoints support a seamless member experience across digital and in-store environments
• Acts as a CRM subject matter expert, supporting ongoing program enhancements and future roadmap initiatives

Reporting Relationship: The CRM Manager reports to the Vice President of Digital

Minimum Qualifications, Knowledge, Skills, and Work Environment:

• Education and Experience: The combination of education and professional experience must exceed 6 years:
  • In a leadership role: Preferably has 2 years of experience supervising or influencing a team of professionals engaged in executing CRM and E-commerce programs
  • In a technical role: Requires 5 years of digital experience engaged in CRM, lifecycle marketing, or digital marketing experience that deliver measurable business impact
    • Demonstrated experience executing retention-focused campaigns and automated customer journeys
    • A bachelor’s degree in a program related to the functional area can count for 3 of the 6-year requirement
  • In the industry: 3-5 years of F&B, Retail, or Hospitality experience

• Specialized Skillset/Competencies/Traits:
  • Hands-on experience using Salesforce Marketing Cloud
  • Demonstrated experience executing CRM campaigns and automations supporting loyalty within Retail, Food & Beverage, or Travel (including airline, hotel or car rental environments)
  • Experience building and managing automated lifecycle journeys
  • Business mindset with the ability to connect CRM execution to long-term customer value
  • Strong analytical and problem-solving skills
  • Excellent communication skills; ability to thrive in a fast-paced and cross-functional environment

• Business acumen and also has the mindset required to understand the long-term implications of digital planning and to advance the organization’s goals
• Demonstrated history of understanding the needs of the business, stakeholders, the employee population, and individual circumstances

• • Demonstrated history of creating and maintaining positive work environments

• Location/Travel:
  • This position is preferably based at the North America Support Center in Bethesda, MD; however, will consider remote candidates
  • This position requires up to 30% travel

Avolta, including Dufry, HMSHost Corporation, Hudson, and affiliates (“the Company”), is an equal opportunity employer. It is the Company’s policy to ensure equal employment opportunity in all aspects of employment and to comply with anti-discrimination laws and regulations. The Company prohibits discrimination and harassment of any type and provides equal opportunities to applicants and team members without regard to actual or perceived race, color, creed, age, religion, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, national origin, disability, military service and veteran status, ancestry, citizenship status, marital status, protected medical condition as defined by applicable state or local law, genetic information, or any other basis protected by applicable federal, state or local laws and ordinances (referred to as “protected characteristics”).