Manager, CRM & Personalization, Burger King, US

Burger King; Miami (FL); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Comprehensive global paid parental leave

Free telemedicine support

Mental wellness support

Job summary

Burger King is looking for a Manager, CRM & Personalization to enhance customer engagement across their channels, implementing strategies to drive loyalty and retention. This role involves owning the CRM communication calendar and ensuring coordinated customer experiences.

The ideal candidate will lead the development of personalized marketing programs, utilizing tools like Braze and Hightouch to activate and manage customer audiences. If you have a strong background in CRM and marketing technology, this could be the role for you!

Qualifications

• 5+ years of experience in CRM or lifecycle marketing.
• Experience developing customer journeys and audience strategies.
• Hands-on experience with CRM platforms like Braze.

Responsibilities

• Lead CRM strategy execution across multiple channels.
• Develop lifecycle marketing programs to enhance customer retention.
• Own audience activation using platforms like Hightouch.

Skills

CRM development

Lifecycle marketing

Customer engagement

Audience activation

Analytical skills

Project management

Education

Bachelor's degree in Marketing or related field

Tools

Braze

Salesforce

Adobe

Hightouch

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

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

Burger King is seeking a Manager, CRM & Personalization to drive the evolution of our customer relationship marketing program and deliver highly personalized customer experiences across owned channels.

Reporting to the Director, Loyalty & CRM, this role will lead CRM strategy across email, push notifications, SMS, in-app messaging, and emerging channels. The Manager, CRM & Personalization will be responsible for developing lifecycle marketing programs, audience and personalization strategies, and testing roadmaps that drive customer engagement, retention, loyalty participation, and incremental business growth.

This role serves as a critical bridge between marketing, analytics, and technology. The ideal candidate combines CRM and lifecycle marketing expertise with a strong understanding of customer data, audience activation, and marketing technology platforms. They are equally comfortable developing customer journeys, influencing cross‑functional stakeholders, and partnering with technical teams to bring CRM capabilities to life.

A key component of this role will be owning audience activation and personalization through Braze and Hightouch, ensuring customer data is translated into actionable insights, targeted communications, and measurable business outcomes.

RBI follows a 5 day, in‑office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week.

Roles and Responsibilities

• Lead the development and execution of CRM strategies across email, push notifications, SMS, in-app messaging, and other owned channels.
• Develop lifecycle marketing programs that drive customer acquisition, engagement, retention, loyalty participation, and reactivation.
• Own the CRM communication calendar and lifecycle roadmap, ensuring coordinated and customer‑centric experiences across channels.
• Lead CRM personalization strategy across owned channels, leveraging customer data, loyalty behaviors, transaction history, and engagement signals to develop audience, segmentation, and journey strategies that deliver relevant and impactful customer experiences.
• Own CRM audience activation through Hightouch, partnering with Analytics and Data Engineering teams to ensure reliable customer data flows and operationalize customer audiences, predictive models, and behavioral signals for CRM activation and personalization.
• Serve as the business owner and subject matter expert for CRM platforms including Braze and Hightouch, overseeing platform health, data quality, and the development of new CRM capabilities, integrations, customer attributes, events, and automation opportunities.
• Lead CRM campaigns from concept through execution, including brief creation, audience strategy, creative development, stakeholder alignment, legal review, and launch coordination.
• Partner closely with Loyalty, Media, Analytics, Product, Brand Marketing, and agency partners to deliver integrated customer experiences, while serving as a key CRM stakeholder across the organization.
• Manage external agency partners supporting CRM strategy, creative development, and campaign execution.
• Own the CRM testing and experimentation roadmap, including A/B and multivariate testing across channels.
• Establish measurement frameworks and success metrics for CRM initiatives, partnering with Analytics teams to evaluate program performance, and identify optimization opportunities that drive continuous improvement.

Skills and Qualifications

• Bachelor's degree in Marketing, Business, or a related field.
• 5+ years of experience in CRM, lifecycle marketing, customer engagement, or related disciplines.
• Hands‑on experience developing and executing CRM programs across email, push notifications, SMS, and in‑app messaging.
• Experience working with CRM and customer engagement platforms such as Braze, Salesforce, Adobe, or similar platforms; Braze experience preferred.
• Experience working with customer data activation and audience management platforms, with Hightouch experience preferred.
• Strong understanding of customer segmentation, personalization, lifecycle marketing, and customer journey development.
• Experience developing audience strategies and leveraging customer data to drive personalization and lifecycle marketing initiatives.
• Experience partnering with Analytics, Data, Product and Engineering teams to implement CRM capabilities and customer data solutions.
• Knowledge of customer data structures, customer attributes, event‑based marketing, APIs, and marketing technology ecosystems.
• Strong analytical mindset with experience interpreting campaign performance and translating data into actionable recommendations.
• Excellent project management and stakeholder management skills with the ability to influence cross‑functional teams.
• Ability to thrive in a fast‑paced environment, manage multiple priorities, and drive initiatives from strategy through execution.
• Experience in loyalty, QSR, retail, e‑commerce, or consumer‑facing businesses preferred.

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.