Senior Manager CRM, Gopuff
$120-160k
+ Annual performance appraisal and bonus + Equity program
Food, alcohol, and daily essentials delivery service
Be an early applicant
Food, alcohol, and daily essentials delivery service
1001+ employees
Be an early applicant
$120-160k
+ Annual performance appraisal and bonus + Equity program
1001+ employees
Company mission
To deliver food, drink, supplies, and essentials to customers' doorsteps, safely and quickly.
Role
Who you are
- The ideal candidate will have demonstrated success in solving highly complex and impactful problems through hands-on experiences and influencing cross-functional leaders and teams
- The candidate has a strong track record of delivering business results in a highly competitive and ambiguous environment and has demonstrated the ability to influence a long-term vision while adapting to change
- Successful candidates will demonstrate strong business judgment, product, and technical skills while being able to build and operate at scale
- 5+ years CRM experience in a fast-paced B2C company
- Ability to communicate clearly, persuasively and with confidenceIn-depth channel knowledge in CRM channels (push / email / SMS) and technologies with experience managing and justifying large investments
- Experience with web analytics and visualization tools to draw meaningful and actionable insights: Braze and Looker experience a plus
- Proven experience running highly effective CRM programs, and strategies
- Strong leadership and communication strategy while driving consensus and articulating program recommendations and tradeoffs to senior executives
- Outcome-oriented leadership and ability to ask questions, articulate desired outcomes, and work collaboratively to create a path to achieve it; proven ability to bring simplicity and measurable results to complex situations
- Demonstrated technical acumen; ability to influence and debate solutions with technical team members, understand technology solutions and potential tradeoffs and represent technical concepts to non-technical stakeholders
- Ability to work independently; able to successfully operate in areas of uncertainty and ambiguity; self-starter and quick learner; calm and efficient under pressure
- Be versatile and be able to prioritize/handle multiple initiatives in a fast-paced environment with strict deadlines
- BA/BS in marketing, computer engineering, or business management; MBA or Masters in related field is a bonus
What the job involves
- Gopuff is seeking a versatile senior marketing and product leader to grow Gopuff through customer relationship management (CRM) programs
- Joining the Customer Growth team at Gopuff, you will work alongside some of the smartest and most experienced product leaders in the industry with decades of loyalty program experience
- As the Sr. Manager of CRM, you will be responsible for evolving Gopuff's CRM channel strategy to serve the diverse needs of customers and drive aggressive customer engagement and growth goals, managing the promotion budget, product priorities, as well as deliverables to support growth objectives
- You will be responsible for driving new business initiatives and investments through a track record of substantial business results through best-in-class customer experiences
- The success of this role is measured by customer and order growth while managing costs
- Benchmark against best-in-class experiences, identify unique opportunities, and removing friction along the customer journey
- Work closely with teams to implement an integrated CRM strategy and performance targets for all growth activities
- Lead weekly initiatives to hit targets, iterating on past successes and failures with quick turnarounds on adapted approaches to reach growth ambitions
- Define channel mix and cross-channel investment levels with a close eye on volume and reach, steering ROI, and user journey across channel touchpoints including email, push, SMS, and on-app/site
- Paint a cohesive picture of how the various channels play together, with insights across all channels to share with other Sr. Leaders
- Build segmentation, user journey strategies, KPIs, and analysis to adapt to customer and business needs
- Influence cross-functional partners and Leadership/Executive team
- Communicate concisely and influence outcomes to translate into business results at all levels as well as technical systems to broader stakeholders to facilitate good business decisions for the business
- Set aggressive yet realistic and practical goals for the team with clear objectives regarding measurement, results, and accountability of actions
- Evaluate new technologies and make recommendations to pursue in future productsFoster a culture of data-informed decision making
Our take
Gopuff was an early player in the last-mile delivery space, offering consumers access to a wide range of consumer goods (including food and alcohol) with delivery in ~30 minutes through its network of micro fulfillment centers, from which a fleet of drivers pick up and drop off orders.
Gopuff currently operates in over 1,000 cities and is adding more. The company has made several strategic acquisitions to charge its growth – including UKs Fancy and Dija, and US BevMo!. However, the company faces increased competition on all sides, from Getir (who recently acquired Gorillas), Glovo, and Zapp, as well as high operating costs.
The company has added a range of new capabilities to its platform, launching features to eliminate former pain points by including advance order scheduling, gifting, and in-store pickup. After abandoning plans to IPO in mid-2022, it is focusing back on profitability, though the company has faced some scrutiny over its methods and has had to search further afield for funding at a time when venture capital is scarce. Regardless, Gopuff is well set to remain a major player in the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Dec 2021
$1.5bn
CONVERTIBLE
Jul 2021
$1bn
SERIES H
Total funding: $5.0bn
Company benefits
- Gopuff employee discount
- Career growth opportunities
- Internal rewards programs
- Annual performance appraisal and bonus
- Equity program
Company values
- We put customers first
- We change the game
- We own it
- We win together
Company HQ
Northern Liberties, Philadelphia, PA
Articles
Leadership
Yakir Gola
(Co-CEO)Founded GoPuff whilst studying at Drexel University.
Rafael Ilishayev
(Co-CEO)Rafael studied at Drexel University with Yakir, where they co-founded Gopuff together in October 2013, and have been co-CEOs since.
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