Manager, CRM Delivery, Popeyes Louisiana Kitchen, US&C

Restaurant Brands International; Miami (FL); On-site; USD 80,000 - 120,000; Full time

Job summary

Join a leading quick service restaurant company as a CRM Delivery Manager and play a key role in optimizing customer engagement strategies. You will oversee the execution of CRM campaigns, work collaboratively with multiple teams, and drive improvements in customer journeys for millions of loyalty members. This position requires strong analytical skills and expertise in using Braze, making it ideal for detail-oriented professionals who thrive in fast-paced environments.

Benefits

Global paid parental leave

Free telemedicine

Mental wellness support

Qualifications

• 5+ years of experience in CRM or Lifecycle Marketing, including 2+ years with Braze.
• Braze certifications preferred, or willingness to obtain within 90 days.
• Restaurant, retail, and/or franchise experience is preferred.

Responsibilities

• Manage execution and optimization of CRM campaigns across digital channels.
• Ensure all CRM programs meet quality standards and are launched error-free.
• Oversee report creation within Braze to monitor platform performance.

Skills

Attention to detail

Problem-solving

Cross-team collaboration

Action-oriented

Education

Bachelor’s degree in business, marketing, or a related field

MBA

Tools

Braze

HTML/CSS

SQL

Job description

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world.

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies, with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

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 committed to improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is dedicated to growing the TIM HORTONS, BURGER KING, POPEYES, and FIREHOUSE SUBS brands by leveraging their core values, employee and franchisee relationships, and long-standing community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

We are seeking a skilled CRM Delivery Manager to own the execution, quality, and scalability of CRM campaigns and always-on customer journeys using our customer engagement platform, Braze. This person will be the internal Braze expert, responsible for driving execution and optimizing campaigns and lifecycle journeys for over 20 million loyalty members. The role involves close collaboration with Loyalty, Product, Analytics, Engineering, Technical Producers, and Campaign Specialists to ensure flawless CRM program execution. The ideal candidate is highly detail-oriented, technically hands-on, and excels at translating strategic lifecycle plans into technically sound, scalable campaigns—owning everything from technical setup through quality assurance, launch, measurement, and iterative optimization.

Responsibilities:

• Platform Management: Serve as the subject-matter expert on Braze, managing workspace hygiene including taxonomy, segment libraries, templates, and naming conventions.
• Campaign & Canvas Execution: Own the execution of CRM strategies across digital channels (email, SMS, web/app, push notifications), managing promotional, segmented, and personalized campaigns.
• Automations: Build, maintain, and optimize existing always-on customer journeys (e.g., welcome, lapsed, win-back), ensuring logic, triggers, and personalization are accurate and aligned with lifecycle stages.
• Quality Assurance: Ensure all CRM programs meet quality standards, are thoroughly tested, and launched on time and error-free.
• Program Implementation: Develop CRM program roadmaps and lead weekly check-ins with internal and external teams to meet deadlines and milestones.
• Testing and Optimization: Support experimentation and iterative improvements, including A/B testing and journey optimizations.
• Reporting & Analytics: Oversee report and dashboard creation within Braze and other analytics tools to monitor platform performance and business metrics.

Qualifications:

• Bachelor’s degree in business, marketing, or a related field; MBA is a plus
• 5+ years of experience in CRM or Lifecycle Marketing, including 2+ years with Braze
• Braze certifications preferred, or willingness to obtain within 90 days
• Proven success in designing and scaling revenue-driven lifecycle and CRM programs
• Experience with HTML/CSS and marketing automation tools
• Hands-on experience with CDPs, database management, and SQL is strongly preferred
• Excellent problem-solving skills, attention to detail, and ability to work across multiple teams
• Action-oriented with a sense of urgency, committed to excellence in a fast-paced environment
• Restaurant, retail, and/or franchise experience is preferred

#Popeyes

Benefits include physical, mental, and financial wellness programs, global paid parental leave, free telemedicine, and mental wellness support.

RBI and its affiliated companies are equal opportunity employers and do not discriminate based on race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic. Accommodation is available upon request.