Director, CRM & Personalization

Region: Miami, FL

Ready for a fresh, new career? Look no further because one of the world's most iconic brands can help you get there.

Why Join Us?

At Subway, "better" is baked into our DNA. We are a brand that believes in continued improvement ... in our lives, our businesses, and our planet. From the handshake that started our very first sandwich shop to earning our position as one of the world's leading restaurant brands, we've always embraced change and the path ahead. And today, we're making better living way easier.

Our purpose is about more than the food we serve in our restaurants. It's centered on fueling healthy businesses and healthier lives. It is one of the most exciting times to join the Subway team and contribute to our transformational journey.

About the Role:

We have an exciting opportunity to support our Loyalty team as a Director, CRM & Personalization based in Miami, FL. Our Subway personalization team is on year two of our journey to provide the best experience for our guests. We're obsessed with understanding our guests needs, motivations and how we can build a seamless experience for them. We've invested in the tools, data, teams, and programs to help us deliver best-in-class personalization capabilities, but now we're looking for a director to lead our CRM and personalization strategy.

Join Subway as our Director of CRM & Personalization where your customer obsession will elevate engagement across our stores, channels and programs. We're seeking a strategic leader to leverage data for enhancing acquisition, retention, and loyalty. In this role, you'll innovate CRM contact strategies, mentor a dedicated team, and partner with marketing, analytics, MarTech, and product teams to create personalized customer journeys through email, push, SMS, and more. If you're passionate about putting our guests at the heart of everything we do, we want to hear from you!

If you feel that this is the role for you, and you are successful with your application, be ready to be Bold, Empowered, Accountable, and ready to have Fun in a fast paced and agile working environment.

Responsibilities include but are not limited to:

• CRM Strategy: Develop a comprehensive CRM strategy focused on customer lifecycle management, loyalty, acquisition and retention for Subway. You'll have a team dedicated to helping with the execution and planning of the daily comms and journeys, but you'll need to provide the strategy, vision, and leadership that determines when and how.
• Email & Push Marketing: Own the execution of personalized email and push notification campaigns, optimizing each touchpoint for maximum engagement and conversion, with an emphasis on omni-channel efforts.
• A/B Testing & Optimization: Drive continuous A/B testing to enhance open and click-through rates, attributed revenue and orders, while optimizing messaging based on data insights. This person will be passionate about data and developing a Test & Learn process for driving innovation. An expert with reading and analyzing our weekly campaign reporting and deriving new hypothesis for tests and enhancing our contact strategy.
• Customer Segmentation: You'll work with our Director of Data Personalization to co-create and enhance segments for personalized communication, employing an analytical approach to customer data and segmentation. One of the top skillsets we're looking for is someone that is analytically curious, and always looking for more ways to personalize leveraging data.
• Automated Workflows: Design and manage automated email and push journeys, including welcome series, post-purchase follow-ups, and win-back campaigns.
• Omnichannel Integration: Ensure consistent CRM efforts across digital, in-store, and various communication channels for a seamless customer experience.
• Internal Collaboration: Partner with loyalty, operations, marketing, creative, legal, MarTech, and digital teams to align CRM initiatives with broader business strategies.
• Analytics & Insights: Use customer data to identify growth opportunities, track campaign effectiveness, and report on key performance metrics. You'll be responsible for the quarterly and annual revenue metrics for CRM, while also building business cases to gain alignment of resources and budgets to deliver on goals.
• CRM Technology: Lead the selection and optimization of CRM tools (e.g., Journey building, CDPs, DAMs, etc.) to improve automation and reporting.
• Team Leadership: Mentor a small team of CRM professionals, as well as 3^rd party partners, fostering a culture of innovation, collaboration, and results.

Qualifications:

• Bachelor's degree in Marketing, Business, MIS, or related field; MBA preferred.
• 8+ years in CRM or lifecycle marketing, including 3+ years in a leadership role.
• Proven track record in driving retention and engagement through effective CRM strategies, particularly in email and SMS.
• Experience with Adobe email and push solutions (e.g., Adobe Campaign, Adobe Journey Optimizer, etc.), as well as workflow management tools (e.g. Asana, Adobe WorkFront, etc.)
• Strong analytical skills to translate data into actionable strategies.
• Excellent project management and communication skills.
• Experience in QSR, restaurants, retail, or eCommerce is highly desirable.
• Familiarity with writing SQL isn't required, but very much a nice-to-have
• Comfortable with using Tableau dashboards for reporting
• Expert with both creating and presenting PowerPoints for executive audiences. Must be extremely comfortable with public speaking and communicating with others.

What do we Offer?

• Insurance Plans (Medical/Life)
• Pension/401K/RSP (country specific)
• Competitive Bonus
• Mobility Allowance
• Tuition Reimbursement
• Company Holidays
• Employee Resource Groups
• Volunteering time
• And Many More.....

The Company is only considering applicants who are currently authorized to work in the country the position is based. AA/EOE/M/F/D/V

Actual pay is determined based on a number of job-related factors including skills, education, training, credentials, qualifications, scope and complexity of role responsibilities, geographic location, performance, and working conditions.

• Miami, FL, USA