With a career at Hudson, you really benefit!
We Offer
Health, dental and vision insurance
Generous paid time off (vacation, flex or sick)
401(k) retirement plan with company match
Employee assistance program
Training and exciting career growth opportunities
Referral program – refer a friend and earn a bonus
Compensation: $100,000 - $115,000
Purpose The Customer Relationship Management (CRM) Manager supports loyalty and E-commerce initiatives in North America by executing and optimizing CRM strategies. This role focuses on driving customer engagement and retention through the execution of lifecycle campaigns and automated CRM journeys, with a strong emphasis on Salesforce Marketing Cloud.
Essential Functions
Executes CRM strategies focused on retention, repeat purchase, cross-shopping, and ongoing member engagement across Club Avolta and E-commerce programs
Develops and deploys CRM campaigns and automations utilizing Salesforce Marketing Cloud.
Builds and manages behavioral and transaction-based customer journeys to support relevant, timely customer communications
Executes campaigns across email, SMS, mobile app push notifications
Supports the launch and scaling of SMS as a key CRM channel in North America
Collaborates cross-functionally with loyalty, e-commerce, digital and technology teams to support CRM execution
Partners with Business Analytics to evaluate performance and identify optimization opportunities
Monitors and reports on CRM performance metrics including engagement repeat behavior, and campaign effectiveness
Maps and optimizes the end-to-end customer journey, from enrollment through repeat engagement
Ensures CRM touchpoints support a seamless member experience across digital and in-store environments
Acts as a CRM subject matter expert, supporting ongoing program enhancements and future roadmap initiatives
Reporting Relationship The CRM Manager reports to the Vice President of Digital
Minimum Qualifications
Education and Experience: The combination of education and professional experience must exceed 6 years:
In a leadership role: Preferably has 2 years of experience supervising or influencing a team of professionals engaged in executing CRM and E-commerce programs
In a technical role: Requires 5 years of digital experience engaged in CRM, lifecycle marketing, or digital marketing experience that deliver measurable business impact
Demonstrated experience executing retention-focused campaigns and automated customer journeys
A bachelor’s degree in a program related to the functional area can count for 3 of the 6-year requirement
In the industry: 3-5 years of F&B, Retail, or Hospitality experience
Hands-on experience using Salesforce Marketing Cloud
Demonstrated experience executing CRM campaigns and automations supporting loyalty within Retail, Food & Beverage, or Travel (including airline, hotel or car rental environments)
Experience building and managing automated lifecycle journeys
Business mindset with the ability to connect CRM execution to long-term customer value
Strong analytical and problem-solving skills
Excellent communication skills; ability to thrive in a fast-paced and cross-functional environment
Business acumenand also has themindsetrequired to understand the long-term implications of digital planning and to advance the organization’s goals
Demonstrated history ofunderstanding the needs of the business,stakeholders, the employee population, and individual circumstances
Demonstrated history ofcreating and maintaining positive work environments
Location/Travel:
This position is preferably based at the North America Support Center in Bethesda, MD; however, will consider remote candidates
This position requires up to 30% travel
Avolta, including Dufry, HMSHost Corporation, Hudson, and affiliates (“the Company”), is an equal opportunity employer. It is the Company’s policy to ensure equal employment opportunity in all aspects of employment and to comply with anti-discrimination laws and regulations. The Company prohibits discrimination and harassment of any type and provides equal opportunities to applicants and team members without regard to actual or perceived race, color, creed, age, religion, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, national origin, disability, military service and veteran status, ancestry, citizenship status, marital status, protected medical condition as defined by applicable state or local law, protection... (referred to as “protected characteristics”).
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We Offer
Health, dental and vision insurance
Generous paid time off (vacation, flex or sick)
401(k) retirement plan with company match
Employee assistance program
Training and exciting career growth opportunities
Referral program – refer a friend and earn a bonus
Compensation: $100,000 - $115,000
Purpose The Customer Relationship Management (CRM) Manager supports loyalty and E-commerce initiatives in North America by executing and optimizing CRM strategies. This role focuses on driving customer engagement and retention through the execution of lifecycle campaigns and automated CRM journeys, with a strong emphasis on Salesforce Marketing Cloud.
Essential Functions
Executes CRM strategies focused on retention, repeat purchase, cross-shopping, and ongoing member engagement across Club Avolta and E-commerce programs
Develops and deploys CRM campaigns and automations utilizing Salesforce Marketing Cloud.
Builds and manages behavioral and transaction-based customer journeys to support relevant, timely customer communications
Executes campaigns across email, SMS, mobile app push notifications
Supports the launch and scaling of SMS as a key CRM channel in North America
Collaborates cross-functionally with loyalty, e-commerce, digital and technology teams to support CRM execution
Partners with Business Analytics to evaluate performance and identify optimization opportunities
Monitors and reports on CRM performance metrics including engagement repeat behavior, and campaign effectiveness
Maps and optimizes the end-to-end customer journey, from enrollment through repeat engagement
Ensures CRM touchpoints support a seamless member experience across digital and in-store environments
Acts as a CRM subject matter expert, supporting ongoing program enhancements and future roadmap initiatives
Reporting Relationship The CRM Manager reports to the Vice President of Digital
Minimum Qualifications
Education and Experience: The combination of education and professional experience must exceed 6 years:
In a leadership role: Preferably has 2 years of experience supervising or influencing a team of professionals engaged in executing CRM and E-commerce programs
In a technical role: Requires 5 years of digital experience engaged in CRM, lifecycle marketing, or digital marketing experience that deliver measurable business impact
Demonstrated experience executing retention-focused campaigns and automated customer journeys
A bachelor’s degree in a program related to the functional area can count for 3 of the 6-year requirement
In the industry: 3-5 years of F&B, Retail, or Hospitality experience
Hands-on experience using Salesforce Marketing Cloud
Demonstrated experience executing CRM campaigns and automations supporting loyalty within Retail, Food & Beverage, or Travel (including airline, hotel or car rental environments)
Experience building and managing automated lifecycle journeys
Business mindset with the ability to connect CRM execution to long-term customer value
Strong analytical and problem-solving skills
Excellent communication skills; ability to thrive in a fast-paced and cross-functional environment
Business acumenand also has themindsetrequired to understand the long-term implications of digital planning and to advance the organization’s goals
Demonstrated history ofunderstanding the needs of the business,stakeholders, the employee population, and individual circumstances
Demonstrated history ofcreating and maintaining positive work environments
Location/Travel:
This position is preferably based at the North America Support Center in Bethesda, MD; however, will consider remote candidates
This position requires up to 30% travel
Avolta, including Dufry, HMSHost Corporation, Hudson, and affiliates (“the Company”), is an equal opportunity employer. It is the Company’s policy to ensure equal employment opportunity in all aspects of employment and to comply with anti-discrimination laws and regulations. The Company prohibits discrimination and harassment of any type and provides equal opportunities to applicants and team members without regard to actual or perceived race, color, creed, age, religion, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, national origin, disability, military service and veteran status, ancestry, citizenship status, marital status, protected medical condition as defined by applicable state or local law, protection... (referred to as “protected characteristics”).
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