Director, Customer Relationship Management


The primary purpose of this position is to lead the development of Taco Bell’s Customer Relationship Management (CRM) initiatives to drive increased customer value, customer retention and frequency through CRM / loyalty program engagement and personalization across Taco Bell’s owned channels of communication. This role will define and champion a highly branded content experience, an innovative approach to personalized communications and drive a digital-first mindset.

The Director of CRM is responsible for development and implementation of the CRM and loyalty strategy to build relationships with our fans and provide a more personalized and engaging Taco Bell experience. This role will report to VP, Customer Data and Connections and will lead a growing team of 5+ people, the CRM, Content and Loyalty agency relationships, and a large cross functional team in developing and managing the strategy, planning, implementation and measurement for Taco Bell’s CRM activities. This leader will also develop new approaches to creating and optimizing creative for CRM and across performance media.

The Day-to-Day:

•CRM Strategy, Execution and Measurement: Define CRM strategy while integrating bottom of funnel marketing tactics into a historically top of funnel marketing organization. Lead team in the development of highly personalized communication and implementation of customer journeys to change behavior across all restaurant channels (eCommerce, Drive-Thru, In restaurant). Build test and learn approach to optimize for customer growth and engagement.

•Loyalty Program Strategy, Execution and Measurement: Develop strategy and tactics to optimize member acquisition, retention and annual customer value. Clearly measure, track and report progress against program goals – both at a topline program level and the impact on the individual restaurant P&Ls.

•CRM Creative and Content development: Create new content, ways of working, testing and production approach to allow breadth of creative and messaging to maximize customer communications.

•Customer Segmentation: Collaborate with Data Analytics team to identify and segment customers to support strategy for CRM, loyalty program and 1:1 marketing efforts. Define customer journeys and optimize based on real time measurement.

•Cross Functional Team Leadership: Collaborate with Customer Marketing, Data, Operations, E-commerce Product Owners, IT, Insights, Brand and Creative teams to ensure seamless CRM and loyalty program integration across the user experience and business plan.

•MarTech: Collaborate with Marketing, Media and Technology teams to define specific use cases and advising on roadmap to pace and sequence development and API integrations.

•Program Evangelism and Sell-through: Develop and present program overviews, results and future strategy across marketing, company and franchisee leadership to build enthusiasm for CRM program across the system.

Minimum Requirements

•Bachelor's Degree preferred, MBA a plus

•Minimum 10 years of relevant experience with 7 years experience in Loyalty, CRM or Direct Marketing

•Familiarity with various campaign measurement approaches, Customer Lifetime Value modeling and application

•Experience in multi-channel retail industry and/or franchised business a plus

•Experience sourcing and managing performance creative assets and production

•Loyalty background including; defining program strategy, execution and loyalty marketing

•Experience managing loyalty partners to achieve program goals

•Working understanding of Loyalty/CRM MarTech technology stacks and data connectivity required to drive program performance

•Strong analytic and strategic thinking skills

•Storytelling and presentation skills to enable support and understanding across various audiences.

•Experience with robust financial modeling

•Strong influence and collaboration skills are a must to navigate a highly matrixed organization

•Minimum of 2 years experience leading and managing a team

•Demonstrated leadership, project management, and planning skills

Why Taco Bell?

We truly believe that where you work matters, and we know a thing or two about what makes employees happy. Join us on our mission of feeding people’s lives with más!

Work-Hard, Play-Hard:

•Year round half-day Fridays

•Free snacks, drinks and bagel & donut Fridays

•Onsite childcare through Bright Horizons

•Onsite dining center and game room (yes, there is a Taco Bell inside the building)

•Onsite dry cleaning, laundry services, carwash, salon services

•Onsite gym with fitness classes and personal trainer sessions

•4 weeks of vacation per year plus holidays and time off for volunteering

•Tuition reimbursement and education benefits

•Discounts for life’s adventures (ex: theme parks, wireless plans, etc.)

•Generous parental leave for all new parents and adoption assistance program

•Opportunity to taste test new products

•401(k) with a 6% matching contribution from Yum! Brands with immediate vesting

•Comprehensive medical and dental including prescription drug benefits and 100% preventive care

•Healthcare and dependent care flexible spending accounts

•Opportunities to support the Taco Bell Foundation’s educational initiatives and programs.

•Recognition based culture and unique, fun events year-round (recess at work, Halloween Spooktacular, employee art show benefiting Taco Bell Foundation, etc.)

The Yum! Brands story is simple. We have the three distinctive, relevant and easy global brands – KFC, Pizza Hut and Taco Bell -- born from the hopes and dreams, ambitions and grit of passionate entrepreneurs. And we want more of this to create our future!

As the world’s largest restaurant company we have a clear and compelling mission: to build the world’s most love, trusted and fastest-growing restaurant brands. The key and not-so-secret ingredient in our recipe for growth is our unrivaled talent and culture, which fuels our results.

We’re looking for talented, motivated, visionary and team-oriented leaders to join us as we elevate and personalize the customer experience across our 48,000 restaurants, operating in 145 countries and territories around the world!

We put pizza, chicken and tacos in the hands of customers through customized ordering, unique delivery approaches, app experiences, and click and collect services and consumer data analytics creating unique customer dining experiences – and we are only getting started.

Employees may work for a single brandand potentially grow to support all company-owned brands depending on their role. Regardless of where they work, as a company opening an average of 8 restaurants a day worldwide, the growth opportunities are endless. Taco Bell has been named of the 10 Most Innovative Companies in the World by Fast Company; Pizza Hut delivers more pizzas than any other pizza company in the world and KFC’s still use its 75-year-old finger lickin’ good recipe including secret herbs and spices to hand-bread its chicken every day.

Yum! and its brands have offices inChicago, IL,Louisville KY, Irvine, CA,Plano, TXand other markets around the world. We don’t just say we are a great place to work – our commitments to the world and our employees show it. Yum! has been named to the Dow Jones Sustainability North America Index and ranked among the top 100 Best Corporate Citizens by Corporate Responsibility Magazine in addition to being named to the Bloomberg Gender-Equality Index. Our employees work in an environment where the value of “believe in all people” is lived every day, enjoying benefits including but not limited to: 4 weeks’ vacation PLUS holidays, sick leave and 2 paid days to volunteer at the cause of their choice and a dollar-for-dollar matching gift program; generous parental leave; competitive benefits including medical, dental, vision and life insurance as well as a 6% 401k match – all encompassed in Yum!’s world-famous recognition culture.

Yum! has instituted a COVID-19 vaccination requirement for health and safety reasons. Yum!requires that corporate employees be fully vaccinated against COVID-19 and be able to show proof of vaccination upon starting with the company as a condition of employment, subject to reasonable accommodation as required by law.

Benefits at Yum!

Most of the employee programs and benefits are applicable in the U.S. Internationally, benefits are tailored by market and role. Check with your hiring team to see which ones apply to your job in your market.

Yum! Brands RSC, 1441 Gardiner Ln, Louisville, KY 40213, 502.874.8300

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