Loyalty \u0026 Customer Relationship Management (CRM) Specialist

Giant Food
Washington DC
Jun 29, 2022
Jul 10, 2022
Full Time
Job Description

This individual aids in the development of loyalty and targeted CRM marketing strategies that will increase engagement from the Giant Food customer base and drive omni-channel engagement. The position is responsible for the execution of loyalty and CRM programs including ownership of channel plans, development of strategic briefs, creative direction, internal communications of tactics, and training internal teams on Loyalty processes. This individual will also oversee the reporting and analysis for all owned programs and offers, working closely with Finance, Insights and Peapod Digital Labs to collect and disseminate results from loyalty campaigns. This position interfaces with key departments across the business including Brand and Marketing Operations, Merchandising, Store Operations, and Insights, as well as external partners to deliver the plan.

Essential Responsibilities:
  • Own development and execution of mass and targeted campaigns to drive customer acquisition and omni-channel engagement. This includes collaborating with the business to understand needs and objectives, creating strategic plans and briefs, presenting proposals, managing execution, reviewing results and optimizing future plans based on results and learnings.
  • Collaborate with PDL, marketing and merchandising to evaluate Loyalty & CRM campaign effectiveness. Assist with refining campaigns based on key learnings and loyalty/CRM industry best practices.
  • Partner with Giant eCommerce teams to develop Business to Customer and Business to Business email strategies to target, drive growth, engage and win-back shoppers within our eCommerce offerings.
  • Develop and execute the weekly gas offers in the circular, aligning with sales planning and merchandising.
  • Own the strategy and organizational rollout of offers as it relates to digital monthly rewards. This includes setup and management of various offers delivered across multiple campaigns.
  • Analyze redemption patterns, model, and forecast cost for budget based on customer trends and promotional plan.
  • Work with Retail leaders and Operations teams to ensure flawless execution of loyalty initiatives at store level. Assist with development of training materials and communications to support loyalty programs.
  • Partner with Strategy Manager to research and report on loyalty and competitive trends within the market. Responsible for keeping leadership and organization aware of new developments within the changing landscape of customer acquisition and retention.
  • Assist with development and maintenance of processes to effectively and efficiently manage customer communication across various business objectives including eCommerce, CRM and Rewards programs.
  • Performs other Loyalty and CRM functions within the department as assigned by the Manager Loyalty and CRM Strategy and Director of Omni-Channel Loyalty and CRM.

Essential Skills

  • Bachelor's Degree in Business, preferably with a concentration in Marketing
  • 3-5 years of experience in Loyalty Marketing, CRM, Brand Marketing, or related fields preferred, but not required.

Job Status: Full-Time (40 Hours)
FLSA: Exempt
Posting Title: Loyalty \u0026 Customer Relationship Management (CRM) Specialist
Department Name: Marketing
Education (Highest Level): Bachelors Degree
Job Category: Marketing