CRM & Merchandising Manager - North America


CRM & Merchandising Manager North America

Division: Marketing 

Location:  New York City 

Reporting to: Director of CRM & Merchandising 

Role Overview

As a centralised function, the CRM & Merchandising team aim to offer relevant, omni-channel timely communication to customers to convert, retain, reactivate and grow our Global membership base.

We are looking for an experienced hands-on B2C North American CRM & Merchandising Manager to lead the team that co-ordinates, writes, builds and executes all US & CA communication & onsite merchandising to our digital customers. Working with a small team, you will take active ownership of ensuring the right content is provided to the right person at the right time; balancing the customer and commercial business objectives.

You will primarily co-ordinate with Editors & the Commercial Sales teams from multiple different cities who supply the content needed for the regular emails which are delivered through programmatic logic as well as manually which you manage and optimise. You are also responsible for delivering acquisition campaigns such as competitions and working on tactics to grow the North American membership base.

Excellent written English and a passion of writing is a must along with a strong working knowledge of Salesforce Marketing Cloud is preferred as this is a very hands-on manager role where you will be working with dynamic content, programmatic logic and data segmentation.

The role is based in our central New York Times Square Office.

Key Responsibilities

  • Manage a small team.
  • Work closely with the sales teams and editorial teams to ensure copy is delivered on time and has ecommerce opportunities.
  • Ensure QA on all communication
  • Provide accurate and timely reporting - compile, log and circulate stats for all email campaigns, including top-line numbers such as open and click rates, and also content performance.
  • Work with our Programmatic Logic system to deliver daily targeted Offer emails & manage the optimise testing plan
  • Ensure booking links are implemented and correct on all ecommerce products online via our CMS
  • Work in the larger CRM Global team to help develop, build and optimise automated lifecycle campaigns.
  • Tactual execution of our acquisition strategy to grow the membership.
  • Support the Director of CRM and Merchandising who is also based in London.
  • Liaises with other senior staff to determine the range of goods or services to be highlighted & sold, contributes to the development of sales strategies and setting of sales targets. 
  • Carry out regular surveys and analyses customers’ reactions to product, packaging, price, etc.
  • Recruits, trains and manage junior staff. 

Skills and Experience


  • Excellent written and verbal English
  • Excellent time management with the ability to work to deadlines
  • Excellent attention to detail
  • Good analytical and problem-solving abilities.
  • Strong HTML skills (ideally related to email)
  • North American CRM experience
  • At least 3 years working with a Marketing Cloud (ideally Salesforce Marketing cloud)
  • Omni-channel experience (email our primary channel)
  • Experience with Data segmentation and dynamic content
  • Degree level or higher education
  • Managing a team

Would like

  • Any knowledge of SQL
  • A working understanding of Canadian French or Spanish
  • Experience using ReturnPath
  • Experience with Adobe Analytics
  • Experience working with a CMS
  • Experience building automated lifecycle campaigns
  • Programmatic logic experience

What we look for in a candidate

Time Out is a company filled with individuals as diverse as the cities we live in and cover.  At the same time there are common characteristics we all share. To join our team you’ll want to… 

  • Be commercially astute
  • Either have experience at or want to dive headfirst into a fast-paced digital-first company
  • Think globally
  • Have excellent communication and relationship building skills
  • Have a high sense of ownership, urgency and drive
  • Be a team player

Culture Fit

At Time Out Group we believe in diversity and equal opportunity for all people.  We do not discriminate against external or internal candidates on the basis of age; disability; gender reassignment; race; religion or belief; sex; sexual orientation; marriage and civil partnership; and pregnancy and maternity. We believe that diversity develops creativity and enables personal and professional growth where we all learn from each other. We believe in an open culture where ideas are shared candidly and where there is no fear of failure, but rather an understanding that we must experiment and have the freedom to succeed. We believe that everyone has the right to express themselves as they are as this enriches us all. We believe in an open world and the pursuit of happiness, after all, we are in the happiness business.

About Time Out Group plc   

Time Out Group is a global media and leisure business that inspires and enables people to explore and enjoy the best of the city.

It all began in London in 1968 when Time Out helped people discover the exciting new urban cultures that had started up all over the capital. Since then, this iconic brand has consistently maintained its status as the go-to source of inspiration for both locals and visitors alike.

Time Out Group has been named one of the Most Innovative Companies for 2020 by Fast Company - this prestigious annual list honours the businesses making the most profound impact on both industry and culture, showcasing a variety of ways to thrive in today’s fast-changing world. The Group comprises two highly synergistic business divisions: Time Out Media and Time Out Market.

Time Out Media’s digital and physical media proposition comprises websites, mobile, social media, print and live events. Across these platforms, Time Out distributes its high-quality content – written and curated by local expert journalists – around the best food, drinks, culture, art, music, theatre, travel and entertainment in 328 cities and 58 countries. The Company is monetising this global reach and its strong traffic from a desirable audience via digital and print advertising as well as e-commerce. Since its launch 50 years ago, Time Out has become a global brand that advertisers and consumers love and trust.

Time Out Market is a food and cultural market leveraging the Time Out brand to bring the best of the city under one roof: its best chefs, drinks and cultural experiences – based on the editorial curation Time Out has always been known for. The first Time Out Market opened in Lisbon in 2014 and is now Portugal’s most popular attraction with 4.1 million visitors in 2019. Following this success, five new Time Out Markets opened in North America in 2019 in Miami, New York, Boston, Montréal and Chicago. A further pipeline of other global locations includes Dubai, Porto, London and Prague.

Across both business divisions, the Group’s mission is to help people around the world go out better. 
Time Out is headquartered in London (United Kingdom) and listed on London's AIM stock exchange, trading under the ticker symbol 'TMO'.

Time Out is a dynamic, pioneering brand and so is our team. We want to work with the best and brightest talent because we work for the world’s greatest cities, the people enjoying them and the businesses in them. As a truly global team we get to collaborate with colleagues from New York to Paris, Tokyo and Sydney and beyond. It’s our integrity, passion, curiosity, creativity and openness that make us successful and a unique team.