Sr. Manager, CRM Operations

Job Locations US-IL-Chicago | US-NY-New York
Job ID
Marketing & Communications

About The Opportunity

We’re all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!


Why Work For Us

Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you’re looking for a place that values strong relationships, embraces diverse ideas–all while having fun together–Grubhub is the place for you!


We’re seeking a Senior Manager of CRM Operations to lead and manage a team in planning and executing CRM campaigns, while generating and leveraging cross-campaign/cross-channel insights, and driving toward personalization. This role requires prior experience with CRM channels including Email, SMS, and Push, as well as experience and familiarity with using and customizing operational set-up of ESPs and Customer Engagement Platforms. Candidates should have experience in segmentation, campaign design and deployment, in-platform journey building and campaign set up.

The Impact You Will Make

  • Lead CRM operations team in execution of email / push / sms messaging for recurring, triggered and dynamic content-driven campaigns
  • Partner with CRM strategy team to ensure execution support desired goals and diner experience
  • Serve as subject matter expert on builds, legal requirements, and industry best practices.
  • Oversee team coordination and execution in partnership with strategy counterparts and cross-functional stakeholders including Marketing, Data Science, and Product. 
  • Collaborate with cross-functional teams to share best practices and help develop B2C plans for prospects, campus, and enterprise diners, and also create B2B programs for restaurants and drivers. 
  • Coach and develop CRM operations associates and senior associates to enable flawless campaign set up, communication builds, and reporting.
  • Develop/own team processes for QA, final proof reviews, and team/stakeholder training
  • Serve ESP/Customer Engagement platform expert, helping to ensure that teams understand and are able to successfully leverage platform capabilities 
  • Manage CRM budgets and contract renewals in partnership with team director, procurement, and 
  • Serve as primary day-to-day contact with external vendors, including planning and implementation. 
  • Own concession implementation, including creation, maintenance/code replenishment, and troubleshooting. 
  • Identify and implement operational process improvements as well as CRM software opportunities to enhance strategies and enable valuable/actionable insights.
  • Generate performance-based CRM insights and next-level recommendations:
  • Collect insights from completed tests
  • Deliver and leverage data/results to help determine CRM strategies and action plans
  • Support/recommend personalization strategies based on insights and platform capabilities

What You Bring to the Table

  • 10+ years of experience in digital marketing (including email, sms, push)
  • 5+ years of direct team management experience
  • Bachelor’s degree
  • Hands-on executional experience with ESPs and/or Consumer Engagement Platforms (i.e. Braze, Responsys, Iterable, ExactTarget, Adobe Campaign)
  • Self-starter - Proactively identify opportunities and lead solutions day-to-day, take pride in delivering a valuable consumer experience
  • HTML knowledge and Technical capabilities to QA/troubleshoot and collaborate to ensure successful and valuable data integrations across data science, engineering, product, and marketing teams
  • Attention to detail 
  • Strong interpersonal skills
  • Excellent communications, organization, teamwork and follow-up skills
  • Curious Mind - always asking “why” and “why not?”
  • Ability to manage multiple projects and stakeholder asks
  • Ability to train, coach, and mentor junior team members


Got These? Even Better

  • Experience with Braze
  • Product marketing experience
  • HTML, CSS, SQL skills
  • Google Analytics, Tableau experience
  • Experience in establishing team processes to aid in organization and efficiency

And Of Course, Perks!

  • Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.
  • Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
  • Competitive Pay. You’ll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
  • Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.  
  • MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants. 
  • Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
  • Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them. 
  • COVID-19 Response. All of our employees are currently working from home and will be for the foreseeable future. We look forward to seeing everyone in-office when it’s safe to return. 

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’re applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.  


CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply? Connect with us for general consideration.