Are you curious about solving complex business challenges for a leading convenience retailer? Do you have a passion for cross functional collaboration? Then you may be the perfect addition to our team!

EG America is one of the fastest-growing convenience store retailers in the United States, committed to becoming Americas #1 one-stop destination. The business has an established pedigree of delivering excellent fuel, grocery and merchandise, and food service. Headquartered in Westborough, Massachusetts, our Company has grown to over 1,500+ locations across the United States employing over 18,000 team members. You can find us operating under the following store banners: Certified Oil, Cumberland Farms, Fastrac, Kwik Shop, Loaf N Jug, Minit Mart, Sprint Food Stores, Tom Thumb, Turkey Hill, and Quik Stop. Our headquarters in Westborough, MA is home to our Store Support Center, Company Warehouse, and Culinary Center.

What We Offer:

• Competitive Wages
• Work today, get paid tomorrow through our earned wage access program*
• Paid Time Off
• Medical/Health/Dental Coverage
• 401K with Company Match
• Team Member Discounts
• Tuition Reimbursement
• Employee Assistance Program
• Health Savings Account
• Company Spirit Days
• Employee recognition and awards
• And much more!

Position Summary:

The CRM Manager will execute all customer relationship management (CRM) strategies to drive engagement and retention growing revenue, RFM and LTV. This role will focus on designing, implementing, and optimizing campaigns that enhance customer engagement, promotional adoption, open rates, click-thru-rates, and lifetime value. Working closely with the marketing, category, analytics and information technology teams, the CRM Manager will optimize customer touchpoints through communications, promotions, and loyalty initiatives. The ideal candidate is detail-oriented, analytical, an expert in CRM, and passionate about creating exceptional customer experiences.

Responsibilities:

1. CRM Strategy Development : Design, execute, and continuously improve CRM strategies to enhance customer acquisition, retention, and loyalty.

2. Customer Segmentation : Analyze customer data and behaviors to segment audiences and create personalized marketing campaigns tailored to each segment.

3. Campaign Management : Develop and manage automated email, SMS, and push notification campaigns, ensuring timely and relevant communication with customers.

4. Data Analysis & Reporting : Monitor CRM performance metrics, analyze campaign effectiveness, and provide regular reports on key performance indicators (KPIs) such as customer retention rates, engagement levels, and sales growth to executives.

5. Technology Management : Oversee the use and optimization of CRM software (e.g., Salesforce, HubSpot, Microsoft Dynamics) to manage customer relationships and streamline marketing automation.

6. Customer Journey Mapping : Create and refine customer journey maps to optimize touchpoints and improve overall customer experience.

7. Loyalty Program : Develop and manage loyalty journeys aimed at increasing customer retention and lifetime value.

8. Data Privacy Compliance : Ensure that all CRM activities comply with relevant data protection and privacy regulations (e.g., GDPR).

9. Customer Feedback : Gather customer feedback through surveys, reviews, and support interactions, and use the data to improve CRM strategies.

Working Relationships:

INTERNAL: Within Marketing: Advertising Team, Category Management Team, POS/Price Book Team; Within Store Support Center: IT Department, Legal Department, Finance Team; Retail Operations Team: Retail Vice Presidents, Regional Managers, District Managers, Store Managers EXTERNAL: Direct Vendors

Minimum Education:

Bachelor's degree in economics, analytics, marketing, business, or a related field.

Preferred Education:

Bachelor's degree in Marketing, Business, Data Analytics, or a related field; MBA is a plus.

Minimum Experience:

5+ years of experience in CRM at a retailer or an e-commerce retailer.

Preferred Experience:

• Experience with marketing automation tools (e.g., Marketo, Pardot)
• Advanced knowledge of data analysis tools (e.g., Google Analytics, Tableau)
• Familiarity with A/B testing and conversion rate optimization
• Proficiency in CRM platforms and loyalty program management
• Deep analytical skills with experience in data-driven decision-making
• Excellent project management and communication skills

Licenses/Certifications: N/A

Soft Skills/Competencies:

• Excellent oral and written communication skills
• Strong Presentation Skills
• Ability to foster teamwork and build collaborative relationships
• Strong interpersonal skills
• Proficient in Microsoft Office Suite

Other Requirements:

Travel: 0-10% travel required

Hours & Conditions: Monday Friday, 8+ hour days in office

Physical Requirements: Minimal physical effort required, sitting / standing at computer for long periods of time. Ability to maneuver and lift up to 10 lbs.

At EG America, its important that our employees reflect the world we live in and the communities we serve. We celebrate our differences, so your unique background and skillset could bring a wonderful new perspective to our team. If you have a passion for delivering exceptional results, thrive in a fast-paced corporate environment, and bring experience in business management or related areas, we'd love to meet you - even if you don't meet every single requirement.