Senior Manager, CRM & Personalization Strategy

7 Eleven; Irving (TX); On-site; USD 130,000 - 180,000; Full time

Job summary

7-Eleven is seeking a Senior Manager of CRM and Personalization Strategy to lead a team and drive data‑driven, personalized customer experiences across channels. You will shape CRM roadmaps, KPIs, and automation workflows to boost loyalty, store trips, basket size, and delivery orders.

You'll collaborate with marketing, merchandising, digital, delivery, and IT, leverage Salesforce Marketing Cloud, and mentor Marketing Cloud developers and data analysts.

Qualifications

• Bachelor’s degree in marketing, business administration or related field; master’s degree preferred.
• 8+ years of relevant B2C customer growth experience; CRM strategy, marketing automation, and personalization experience preferred.
• Experience with Salesforce Marketing Cloud Engagement and Personalization preferred.
• Proven track record of developing and executing successful CRM strategies that drive customer engagement and retention.
• Strong analytical skills with the ability to derive insights from data and translate them into actionable strategies.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with cross functional teams.
• Leadership experience, with the ability to inspire and motivate a team towards common goals.

Responsibilities

• Develop and implement CRM strategies to increase customer engagement, retention, and lifetime value.
• Lead the development of personalized customer journeys across multiple channels including email, SMS, push notifications and in-app messaging.
• Utilize data analytics and segmentation techniques to identify customer segments and tailor communications and offers accordingly.
• Collaborate with cross-functional teams including marketing, merchandising, digital, delivery and IT to drive alignment and execution of CRM initiatives.
• Define KPIs and performance metrics to measure the effectiveness of CRM campaigns and initiatives.
• Lead the development and optimization of marketing automation workflows to deliver timely and relevant messages to customers.
• Stay informed of industry trends and best practices in CRM, personalization, marketing automation, and relevant AI.
• Manage a team including Marketing Cloud developers and data analyst, providing guidance, mentorship, and support to drive results.

Skills

CRM strategy

Marketing automation

Data analysis

Leadership

Cross-functional collaboration

Communication

Customer engagement

Education

Bachelor's degree

Master's degree preferred

Tools

Salesforce Marketing Cloud

Job description

7-Eleven is an iconic family of brands with over 86,000 locations, surpassing every retailer in the world. We revolutionize convenience, restaurants and fuel through cutting edge innovation — working hard to be the customer's first choice. 7-Eleven empowers our employees to \"activate awesome\" and make a meaningful impact in their stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of convenience.

Job Summary

The Senior Manager of CRM and Personalization Strategy is a leadership role responsible for developing and executing comprehensive CRM strategies to enhance customer engagement, retention, and loyalty. This role will lead a team in developing and leveraging data-driven insights to drive personalized experiences across various customer touch points. The accountable outcomes include increases in loyalty customer store trips, basket size, fuel trips, and delivery orders.

Responsibilities Include

• Develop and implement CRM strategies to increase customer engagement, retention, and lifetime value.
• Lead the development of personalized customer journeys across multiple channels including email, SMS, push notifications and in-app messaging.
• Utilize data analytics and segmentation techniques to identify customer segments and tailor communications and offers accordingly.
• Collaborate with cross-functional teams including marketing, merchandising, digital, delivery and IT to drive alignment and execution of CRM initiatives.
• Define KPIs and performance metrics to measure the effectiveness of CRM campaigns and initiatives.
• Lead the development and optimization of marketing automation workflows to deliver timely and relevant messages to customers.
• Stay informed of industry trends and best practices in CRM, personalization, marketing automation, and relevant AI.
• Manage a team including Marketing Cloud developers and data analyst, providing guidance, mentorship, and support to drive results.

Requirements

• Bachelor’s degree in marketing, Business Administration, or related field; master’s degree preferred.
• 8+ years of relevant B2C customer growth experience; CRM strategy, marketing automation, and personalization experience preferred.
• Experience with Salesforce Marketing Cloud Engagement and Personalization preferred.
• Proven track record of developing and executing successful CRM strategies that drive customer engagement and retention.
• Strong analytical skills with the ability to derive insights from data and translate them into actionable strategies.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with cross functional teams.
• Leadership experience, with the ability to inspire and motivate a team towards common goals.
• A passion for innovation and continuous improvement in the CRM and personalization space.

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.

For a general description of all benefits 7-Eleven is offering in Canada for the position, please visit this link.