Manager, CRM & Digital Offers, Tim Hortons, US

Job description

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world. Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities. RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc. As the Manager, Technical CRM & Digital Offers at Tim Hortons, you will play a critical role in advancing our digital transformation and driving customer engagement through personalized, data-driven marketing. This role owns comprehensive CRM strategy and loyalty program management as well as end-to-end 1P offer development and execution, aiming to deepen customer relationships, enhance engagement, and drive incremental sales across multiple digital channels. You will partner with cross-functional teams, including Marketing, Analytics, Engineering Teams, and external vendors, to deliver seamless and impactful CRM, loyalty, and offer experiences. RBI follows a 5 day, in-office work schedule to support collaboration. Candidates should be comfortable working onsite 5 days per week. Roles and Responsibilities: CRM Strategy & Execution: Own the development and execution of personalized email, SMS, push notification, and in-app communication strategies across the customer lifecycle, optimizing each touchpoint for maximum engagement and conversion Manage CRM data processes, ensuring accuracy and consistency in data integration across CRM and marketing automation systems including the Adobe platform. Develop and track CRM campaign KPIs, conducting post-campaign analysis to summarize insights and provide data-driven recommendations. Customer Segmentation & Audience Management: Utilize CRM tools to create dynamic customer segments based on behavior, demographics, and purchase history. Manage tracking and analysis of customer behavior events within CRM to optimize marketing efforts and customer interactions. 1P Offer Development & Execution: Own the end-to-end 1P offer lifecycle including strategy, development, build, and deployment across the Tim Hortons app and digital channels. Partner with offer deployment support to ensure timely, accurate execution of offer builds. Track offer performance metrics, including redemption rates, margin/AOV impact, and build cycle time, and use insights to inform future offer strategy. Coordinate offer calendar with CRM comms plans and loyalty activations to ensure a cohesive customer experience. Loyalty Program Management: Develop and execute loyalty strategies, including rewards, challenges, and activations, to drive customer engagement and retention. Monitor key program metrics, such as member acquisition, engagement, redemption rates, and customer lifetime value, to assess and optimize program performance. Collaborate with the product team to enhance the loyalty product roadmap, leveraging customer insights to identify opportunities for new features and program enhancements. Data Analysis & Personalization: Partner with Analytics teams to operationalize customer data for predictive modeling, and develop dashboards to monitor CRM, loyalty, and offer performance. Manage A/B testing for CRM, loyalty, and offer campaigns to optimize engagement strategies, creating measurement plans and reporting on program performance. Cross-functional & Vendor Collaboration: Collaborate with Marketing, Finance, Product, and Operations teams to ensure CRM, loyalty, and offer strategies support broader business objectives and integrate smoothly with other sales and marketing initiatives. Manage relationships with external vendors and agencies, ensuring alignment with CRM, loyalty, and offer objectives, and implementing testing approaches, segmentation, and campaign insights. Skills & Qualifications: Education: BA/BS degree in Marketing, Business, or related field. 3-5 years in CRM, digital marketing, offer/promotions management, or loyalty program management. Experience with Adobe preferred Knowledge of how to integrate different Custom Events and Attributes into the customer experience Strong project management skills with the ability to multitask and meet deadlines in a fast-paced environment. Data-driven mindset with an aptitude for interpreting analytics and delivering actionable insights. Excellent communication, collaboration, and interpersonal skills for working with cross-functional teams and external partners. Highly curious, detail-oriented, and comfortable learning new tools/concepts quickly. #TimHortons Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support. Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.