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CRM Channel Lead


Chick-fil-A is a restaurant chain with a passion for service.


The Chick-fil-A CRM Channel Lead is responsible for leading channel strategy and overseeing the creative execution process for our national email, push notification and SMS marketing channels. All of these channels are critical to driving sales growth through transactions and drive loyalty program engagement with our existing customer base. This individual will lead and partner with various internal and external cross-functional teams (including analytics, brand strategy, digital experience, technology, and creative) in order to advance strategy, execute creative, and measure business results.


Drive channel strategy for existing and future customer-facing communications channels reaching customers

  • Includes automated/triggered and transactional national email, push and SMS communications
  • Direct personalization to launch the most appropriate messages to reach targeted audiences and drive customer behaviors and inform the business

Lead content development and measurement

  • Lead agency briefings with CRM and Digital agencies of record
  • Develop channel and content testing roadmaps
  • Develop channel KPIs and analyze results (in partner with analytics team) to identify potential optimization opportunities and communication effectiveness

Agency and vendor management

  • Manage relationship with external CRM agency
  • Manage relationship with campaign management technology partner to ensure consistent and efficient processes related to email, push and SMS delivery
  • Manage relationship with email personalization tool

Partner with cross-functional stakeholders

  • Partner with IT/data teams to craft targeted audiences for each marketing channel
  • Partner with analytics to measure targeted channel effectiveness and attribution
  • Partner with website and app product teams to ensure connected user experiences
  • Partner with loyalty team to advance lifecycle communications

Minimum Qualifications

  • Deep knowledge of digital communications and relationship marketing practices
  • Display a range of both technical and creative skills
  • Experience crafting channel strategy, content plans, setting goals, developing and executing marketing plans, and reporting/assessment across multiple platforms
  • Expertise in email marketing best practices, trigger-based lifecycle programs
  • Familiar with compliance and regulation specific to direct customer communications (CAN-SPAM, CCPA, CASL, GDPR, etc.)
  • Experience with email automation tools; enterprise-class campaign management platform experience is ideal
  • Strong interpersonal and communication (particularly, written) skills
  • Critical thinker and problem-solving skills
  • Self-starter able to work independently or in a group, adapt to shifting priorities, and who enjoys creating and implementing new initiatives

Minimum Years of Experience


Travel Requirements


Required Level of Education

Bachelor’s Degree

Preferred Level of Education

Masters Degree

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CRM Channel Lead

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Chick-fil-A is a restaurant chain with a passion for service.

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