Customer Marketing Manager

We’re looking for an accomplished and innovative Customer Marketing Manager to drive our customer engagement across B2B and in a limited capacity, B2C and B2B2C segments. This role will be instrumental in shaping and executing end-to-end lifecycle strategies that deepen relationships, drive retention, and mitigate churn. 

About Us:

ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms.

We support over 20,000 restaurants across North America, helping process $1B+ in gross food sales while saving our partners over $700M in third-party commission fees. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash. 

Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, Kanika Soni. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy.

About the Position:

As the Customer Marketing Manager, you will be responsible for developing and implementing strategies that drive customer lifecycle engagement from onboarding, through their first 90 days and beyond. You’ll manage the full spectrum of lifecycle marketing efforts, collaborating with Marketing, Product, Sales, and Customer Experience teams to build a seamless customer journey that drives engagement, retention, and loyalty. 

Responsibilities include: 

Lifecycle Strategy and Execution: Drive integrated B2B lifecycle marketing strategies that engage, retain, and grow our restaurant and diner audiences.

Data-Driven Personalization: Leverage customer insights to segment, personalize, and optimize campaigns for lifecycle initiatives.

Performance Analysis: Set & track KPIs and metrics to assess the effectiveness of lifecycle programs, using data to drive continuous improvement.

Reports to a the Senior Lifecycle & Product Marketing Manager; No Direct Reports.

This is a remote role based in the United States. Please note: ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages.

WHAT WE LOVE ABOUT YOU:

You put restaurants first. You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive.

You celebrate diversity. You recognize that diversity and inclusivity matter. You’re committed to progress, which means everyone gets the support and resources they need, no matter who they are.  You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone’s voice counts.

You raise your hand. You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it.

You keep reaching. You set clear ambitious goals. You don’t allow yourself to become complacent with where you’re at and what you’ve done, so you seek out new opportunities and challenges.

What Success Looks Like:

• Progress through our Ramp Camp (ChowNow’s New Hire Onboarding Experience)
• Meet cross-functional colleagues relevant to your role and understand how the many departments can/will play a part in the team’s success
• Familiarize yourself with ChowNows products, updated positioning + segmentation, product roadmap
• Identify low-hanging fruit or quick improvements in existing lifecycle campaigns that can demonstrate early value inclusive of AI activations/ideas
• Take ownership of Pendo, our experience management platform that guides clients through their ChowNow dashboard
• Take ownership of day-to-day B2B2C monthly promotions program.

• Have a full understanding of our current Lifecycle programs, capabilities, gaps & areas of deficiencies 
• Have partnered closely with the CX team to understand their priorities and identified opportunities to support key initiatives. 
• Have communicated a roadmap for lifecycle optimization & improvements, and identified the cross-functional colleagues/teams and dependencies that will support and enable it
• Codify a perspective on our existing restaurant referral program and identify opportunities for further refinement

• Have deployed key upgrades and net-new initiatives to improve B2B retention, engagement and adoption of key features.
• Developed key process documentation to address gaps in our process library as needed

• You have 5+ years managing B2B retention/lifecycle marketing is required, B2C/B2B2C experience is preferred
• You have 5+ years deep knowledge of and hands-on experience with Marketo (Iterable experience in addition is preferred)
• You have Hands-on experience with Pendo is preferred
• You are a strategic and tactical thinker able to see the big-picture with an ownership mindset. Able to develop and execute programs from concept to implementation.
• You are a collaborative team player who is skilled in managing diverse stakeholders and fostering cross-departmental partnerships to drive initiatives forward.
• You thrive in ambiguity, taking it as a personal challenge to define a path forward with little oversight from your leadership.
• You are comfortable being the sole Marketer in the room–expertise in bringing cross-functional stakeholders together to advance retention goals, and in helping other teams drive results through close collaboration.
• You have experience designing and implementing A/B, holdout and multivariate tests; executing the analyses of these tests and forming recommendations and a learning agenda for further optimization.
• You have basic knowledge of HTML/CSS, SQL, and experience with customer segmentation is preferred.
• You have a customer-centric mindset with experience using customer insights (qual and quant) to inform business strategy and day-to-day decision-making.
• You have experience developing actionable strategy and creative briefs, providing constructive feedback on creative work.

• Expected base salary: $110,000- $141,750 (depending on candidate location)
• Ongoing training and growth opportunities.
• A "Best Place to Work" winner multiple times where we focus on creating a great employee experience.
• Rock solid medical, dental, and vision plans.
• Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
• Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life
• 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave.
• 401(k) Matching
• Employer-contributing student loan assistance program or continuing education reimbursement program

• Employee Stock Incentive Plan.
• Pet insurance for your fur babies
• Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly.
• Enough freedom to spread your wings while still holding you accountable.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties and skills required.

As one of ChowNow’s core values, “Celebrates Diversity”, we are committed to an inclusive and diverse work environment. ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.  We are committed to developing a barrier-free recruitment process and work environment, if you require any accommodation, please let us know at your earliest convenience and we’ll work with you to meet your accessibility needs.

Information Regarding Recruiting Scams: ChowNow does not engage in outreach to prospective candidates by text message about employment opportunities, interviews, or employment offers, and we do not make job offers after only one interview. ChowNow does not ask candidates to submit sensitive personal information (Passport details, banking information, etc.) as part of the interview process. ChowNow employment offers are made by a ChowNow Talent Acquisition team member with a @chownow.com email address only. ChowNow does not ask candidates to provide funds to the company for onboarding, equipment, or supplies. If you receive an employment inquiry or employment offer from a non @chownow.com email address, consider it spam.  

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