Marketing Manager- Strategic CRM/Long-Term Loyalty and Communications

Marketing/Design/Communication ATLANTA, GA


Description

Position at NAPA Auto Parts

Seeking an experienced integrated marketing professional focused on CRM and Loyalty to join our team. The primary focus of the position will be elevating the customer experience through consumer touchpoints such as the NAPA Rewards loyalty program and other larger CRM strategic plans. The ideal candidate will instill a guest-centric mentality and identify innovative ways to connect with NAPA AUTO PARTS core consumers in a personalized and meaningful way. He/She will be responsible for helping to develop and optimize a multi-channel CRM annual plan designed to drive acquisition, engagement, and retention while building loyalty with personalized, targeted, and relevant marketing at every stage of the journey. The ideal candidate has experience in loyalty, email marketing, SMS, and analytics. This role is critical to our continued growth and will partner across many cross-functional teams such as eCommerce, Category Management, Retail stores, IT, etc. to drive customer engagement, nurture high-value customer relationships, facilitate Omni/multi-channel customer journeys, and build a robust NAPA community.

Looking for an optimistic and self-motivated individual with a collaborative, can-do attitude who proactively identifies opportunities grounded in the business needs, objectives, and vision.

Position Performance Measures: 

  • Grow revenue in key channels SMS, email, Loyalty- NAPA Rewards (in-store and online)
  • Increase contactable Rewards database
  • Grow SMS database and increase communication w/ customers
  • Foster relationships w/ internal stakeholders

Specific Job Requirements:

  • Assist in overseeing marketing efforts across key touchpoints including email, loyalty platform, and SMS
  • Liaise between internal groups
  • Manage projects and programs across internal and agency partners
  • Implement the NAPA Rewards loyalty program roadmap
  • Drive initiatives end-to-end that increase customer engagement, retention, and lifetime value
  • Identify customer needs and develop compelling value propositions that drive customer acquisition and engagement
  • Create ways to incorporate the NAPA Rewards programs within our CRM plans; analyze and share loyalty insights for future strategy and execution
  • Collaborate with partners and cross-functional stakeholders to improve the customer experience across all channels to drive incremental purchase behavior
  • Excellent written and verbal communication skills with all levels of the organization
  • Exceptional analytical, problem identification, and problem-solving skills
  • Self-starter with the ability to work independently
  • Friendly attitude in the face of adversity

Experience, Education, and Abilities:  (what does a person accepting the position have to bring with them to successfully fulfill the minimum job responsibilities. Include working conditions here as well.)

  • 5-7 years of experience in project management, multi-channel loyalty, CRM experience preferred
  • Leader with a growth mindset; demonstrates curiosity, innovation, inclusiveness, grit, flexibility, and willingness to give and receive actionable feedback for personal development
  • Confidence in developing and executing lifecycle marketing strategies and communications for all CRM touchpoints
  • Prior experience in partnering with analytics teams to develop and act upon project KPIs and analytics
  • Self-starter personality who can operate with minimal supervision
  • Expertise in digital platforms (email, loyalty, social) and channels including best practices to drive business results.
  • Strong detail orientation, ability to multi-task, prioritize, and work well under tight timelines
  • Strong verbal skills with the ability to communicate complex topics to a variety of experience levels
  • Ability to thrive in a collaborative setting; capability to work in concert with relevant stakeholders
  • Bachelor’s degree in Marketing or Advertising, required
  • Travel 25%

 

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