Sr. Manager, Loyalty & CRM

De Forest Search - Irvine, CA

The ideal candidate will have a deep understanding of the eCommerce business, highly analytical, uses data to make decisions. Individuals with experience working with delivery aggregators (Door Dash, Postmates, etc.) are highly preferred. A commitment to teamwork, collaboration and humility is a must. We love people with a proven track record working in a dynamic environment where learning new concepts and adapting quickly is necessary.

 

Responsibilities

·         Define long-and short-term eCommerce business roadmap to ensure seamless online ordering for both pickup and delivery experience and own execution of the same

·         Help define the system architecture and shape Jollibee, Red Ribbon and Chow King’s online ordering experience. Oversee day-to-day management of the online ordering channels. Interface with the PMO and Business Technology (BT) teams to ensure technology roadmap meets business needs and track performance of rollouts

·         Manage the new Red Ribbon now eCommerce shipped to door business and grow it nationally.

·         Develop the user experience roadmap to drive consistent, brand-enhancing and compelling end-to-end customer experience

·         Partner with marketing, operations and finance teams on performance activities including acquisition marketing, retargeting to develop campaigns and initiatives to aggressively drive growth of the eCommerce business.

·         Collaborate closely with marketing, operations, supply chain & quality management teams to help define the online ordering customer journey to ensure the highest quality of our products for pickup and delivery.

·         Oversee innovative new concept development, strategy, planning, testing, and implementation of all e-commerce initiatives

·         Leverage analytics to develop meaningful customer insights to drive customer acquisition and retention

·         Proactively compiles regular reports on site performance, researching and diagnosing anomalies, trends, and opportunities

·         Review business performance, weekly and monthly web KPI and selling reports, understanding when and where to react to business needs to be in line with the financial plan.

·         Effectively manages day-to-day third-party digital partners, vendor and delivery aggregators (Door Dash, Grub Hub, Postmates, ezCater) relationships

 

Requirements

·         BA/BS degree in marketing, business, technology or related field, MBA is preferred

·         Minimum 7+ years in eCommerce/Online Ordering business (restaurant industry experience a plus)

·         Experience working with Delivery Aggregators (Postmates, Grub Hub, UberEats, etc.) highly preferred

·         Strong knowledge of and successful experience with digital marketing programs

·         Demonstrated leadership skills, exhibiting a high degree of drive and track record of driving team engagement

·         Ability to work cross-functionally and influence/inspire key decision makers in the organization

·         Excellent analytical thinker. Uses data to make decisions.

·         Innovative with a disruptive mindset; a critical thinker with a strong bias for action





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