CRM Manager

Hudson; Bethesda (MD); On-site; USD 90,000 - 130,000; Full time

Job summary

Hudson is seeking a Customer Relationship Management (CRM) Manager to lead loyalty and e-commerce initiatives across North America from our Bethesda, MD location. You will develop, execute, and optimize CRM strategies that drive engagement, retention, and long-term customer value using Salesforce Marketing Cloud.

You will collaborate cross-functionally with Loyalty, E‑commerce, Digital, Analytics, IT and Marketing teams, manage the lifecycle from enrollment through reactivation, and translate

Qualifications

• 5+ years of experience in CRM, lifecycle marketing, loyalty programs, e‑commerce, or digital marketing with demonstrated success.
• 2 years of experience leading projects, influencing cross‑functional teams, and coordinating CRM initiatives
• Bachelor’s degree may count for 3 of the 5 years of experience requirement
• 3–5 years in Food & Beverage, Retail, Travel Retail, Hospitality, e‑commerce, or other consumer‑facing environments preferred
• Advanced knowledge of CRM concepts, lifecycle marketing, and customer retention strategies

Responsibilities

• Develops and executes CRM strategies focused on member engagement, retention, repeat purchase, cross‑selling, and long‑term customer value across North America programs.
• Owns the North America CRM calendar and lifecycle marketing roadmap from strategy through optimization.
• Builds, deploys, and optimizes CRM campaigns and automated journeys using Salesforce Marketing Cloud across email, SMS, and mobile notifications.
• Develops audience segmentation and personalization strategies to improve relevance and conversion.
• Maps and optimizes end-to-end member lifecycle including enrollment, onboarding, engagement, retention, and reactivation.
• Collaborates with Loyalty, E‑commerce, Digital, Analytics, IT, Marketing, Legal, and global teams to deliver CRM initiatives.
• Identifies data, technology, and process barriers and helps resolve them for smoother CRM execution.
• Serves as the NA CRM subject matter expert, supporting program enhancements and future initiatives.

Skills

CRM strategy

Lifecycle marketing

Customer engagement

Cross-functional collaboration

Salesforce Marketing Cloud

Data-driven analytics

Project management

Stakeholder management

Communication skills

Leadership

Education

Bachelor’s degree in Marketing/Business/Analytics

Tools

Salesforce Marketing Cloud

Job description

The Customer Relationship Management (CRM) Manager supports loyalty and e-commerce initiatives across North America by developing, executing, and optimizing CRM strategies that drive customer engagement, retention, repeat purchase behavior, and long-term customer value. This role combines strategic thinking, hands‑on Salesforce Marketing Cloud execution, analytics, and cross-functional collaboration to deliver relevant customer communications and measurable business results.

Essential Functions

• Develops and executes CRM strategies focused on member engagement, retention, repeat purchase, cross‑selling, and long‑term customer value across Club Avolta and e‑commerce programs
• Owns the North America CRM campaign calendar and lifecycle marketing roadmap, from strategy and planning through execution, measurement, and optimization
• Builds, deploys, and optimizes CRM campaigns and automated customer journeys using Salesforce Marketing Cloud across email, SMS, mobile app push notifications, and other relevant channels
• Develops audience segmentation, personalization, and test‑and‑learn strategies to improve relevance, engagement, conversion, and customer value
• Maps and optimizes the end‑to‑end member lifecycle, including enrollment, onboarding, engagement, retention, and reactivation
• Develops CRM strategies supporting Club Avolta loyalty and partner programs, including member acquisition and enrollment, engagement, points earning and redemption, and cross‑selling across concepts to drive additional purchases during the customer’s airport journey
• Partners with Business Analytics to evaluate CRM performance and translate insights into actionable recommendations and continuous optimization
• Collaborates cross‑functionally with Loyalty, E‑commerce, Digital, Business Development, Analytics, IT, Marketing, Legal, and global teams to deliver CRM and broader customer initiatives
• Proactively identifies and helps resolve data, technology, and process barriers affecting CRM execution
• Serves as the North America CRM subject matter expert, supporting ongoing program enhancements and future CRM 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 5 years:
• In a leadership role: Requires 2 years of experience leading projects, influencing cross‑functional teams, and coordinating CRM, loyalty, or customer engagement initiatives
• In a technical role: Requires 5 years of experience in CRM, lifecycle marketing, retention marketing, loyalty programs, e‑commerce, or digital marketing, with demonstrated success developing and executing customer engagement and retention strategies
• A bachelor’s degree in marketing, Business, Communications, Analytics, or a related field may count for 3 of the 5 years of experience requirement
• In the industry: 3‑5 years of Food & Beverage, Retail, Travel Retail, Hospitality, E‑commerce, or other consumer‑focused environments preferred
• Specialized Training:
• Training leads to an in-depth understanding of CRM, lifecycle marketing, customer retention, loyalty programs, and customer engagement strategies
• Advanced knowledge of Salesforce Marketing Cloud, including audience segmentation, campaign execution, journey development, testing, and optimization
• Knowledge of applicable data privacy and marketing communication regulations
• Strong business acumen with the ability to connect CRM strategy and customer engagement initiatives to measurable business results
• Demonstrated history of leveraging customer insights and analytics to drive retention, loyalty, and customer lifetime value
• Strong project management, communication, stakeholder management, and cross‑functional collaboration skills
• Ability to balance strategic thinking with hands‑on execution in a fast‑paced environment
• Demonstrated ability to build and maintain collaborative relationships across business, marketing, technology, analytics, and operational teams

Location / Travel

• This position is located at the North America Support Center in Bethesda, Maryland
• This position requires up to 30% travel.