Digital CRM Manager

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

Company paid life insurance

Tuition reimbursement

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 for programs such as Club Avolta, Reserve & Collect, and Emporium. This role focuses on driving customer engagement and retention through effective campaign execution and CRM operations.

Essential Functions :

Manages and executes CRM strategies that enhance customer loyalty and drive repeat engagement across Club Avolta, Reserve & Collect, and Emporium, with a focus on managing email, app notifications, an instant rewards program, SMS communications and member promotions; partners with analytics teams to derive actionable insights and inform CRM strategy

Implements data-driven campaigns utilizing email, SMS, app notifications, instant rewards, and member promotions to support loyalty recruitment, retention, and upselling opportunities

Collaborates with cross-functional teams to integrate CRM systems with E-commerce and loyalty platforms; acts as a CRM subject matter expert

Leverages customer data to create targeted and personalized marketing campaigns

Monitors and reports on key performance indicators (KPIs) to measure the success of CRM initiatives, including customer lifetime value, engagement rates, and campaign ROI

Maps and optimizes the end-to-end customer journey for loyalty and E-commerce programs

Ensures seamless customer experiences by integrating CRM touchpoints across digital and physical channels, including email, app notifications, instant rewards, and SMS

Drives innovation by identifying new tools and technologies to enhance customer engagement

Manages vendor relationships, ensuring optimal performance of CRM platforms and tools

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 : 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 developing and delivering CRM and E-commerce programs.

A bachelor’s degree in a program related to the functional area can count for 3 of the 5-year requirement

In the industry : 3-5 years of F&B, Retail, or Hospitality experience

Specialized Training :

Training that leads to an in-depth understanding of data visualization and CRM tools (ex : Salesforce)

Specialized Skillset / Competencies / Traits :

Requires at least 1 year of experience working with SalesForce CRM

Demonstrated expertise executing CRM programs that deliver measurable results

Strong analytical skills

Excellent communication skills; ability to thrive in a fast-paced and cross-functional environment

Business acumen and also has the mindset required to understand the long-term implications of CRM planning and to advance the organization’s goals

Demonstrated history of understanding the needs of the business, stakeholders, the employee population, and individual circumstances

Demonstrated history of creating and maintaining positive work environments

Location / Travel :

This position is preferably based at either the F&B Center of Excellence in Bethesda, MD or Retail Center of Excellence in East Rutherford, NJ; however, this position may be remote

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, genetic information, or any other basis protected by applicable federal, state or local laws and ordinances (referred to as “protected characteristics”).