Manager, CRM Marketing, Merchant

Job description

About the Role

As the Manager of CRM Marketing, you will build communication and lifecycle programs to increase retention and engagement of our Merchant Partners across email, SMS, push notifications, and in-app messaging. You will establish and own business metrics, and work with all parts of the business to create CRM strategies that move retention metrics and support our Merchants.

• Create CRM strategies to activate, onboard, engage, educate, upsell, and retain Merchants throughout their post-sale lifecycle
• Manage end-to-end development of email campaigns. Includes driving the creative review process, working with designers and copywriters, identifying target audience segments, and capturing feedback from multiple partners
• Create detailed customer journey flows with applicable trigger points to increase conversion and engagement based on customer insights
• Establish a working relationship with partners in our Product, Operations, Analytics, Sales, and Marketing teams
• Set up and monitor complex journeys, triggers, and automations with static and dynamic content
• Create the strategy and framework for the rapid testing in CRM channels
• Work with Sales and Marketing Tech/Ops teams to manage marketing automation platforms
• Analyze campaign results, develop benchmarks, and create and share regular performance reports

• 5+ years experience in B2B retention marketing, customer engagement, or CRM operations
• Experience developing profitable retention programs and exceeding performance targets
• Passion for customer experience and increasing the value of customers
• Familiarity with CRM technology including Marketing Automation platforms and CRM tools; Iterable or HubSpot experience
• Experience creating data-driven marketing strategies and campaigns end to end
• Partner management
• Bachelor's degree or equivalent experience; Master's degree

We are leaders - Leadership is not limited to our management team. It's something everyone at DoorDash embraces and embodies.We are operators - We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day. We are learners - Everyone here is learning on the job, no matter if we've been in a role for one year or one minute. We are committed to learning and implementing what is best for our customers, merchants, and dashers.We are one team - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.

At DoorDash, our mission to empower local economies shapes how our team members move quickly and always learn and reiterate to support merchants, Dashers and the communities we serve. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any goods. Read more on the DoorDash website , the DoorDash blog, the DoorDash Engineering blog , and the DoorDash Careers page .

DoorDash is growing and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. Our leaders seek the truth and welcome big, hairy, audacious questions. We are grounded in our values, and we make intentional decisions that are both logical and display empathy for our range of users-from Dashers to Merchants to Customers.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

We're committed to supporting employees' happiness, healthiness, and overall wellbeing by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also aim to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce - people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

If you need any accommodations, please inform your recruiting contact upon initial connection.