Who we are
With more than 13,000 stores in the U.S. and 84,500 stores globally, it is no wonder 7-Eleven, Inc. has been named an iconic brand. In addition to 7-Eleven stores, 7-Eleven, Inc. also operates and franchises Speedway, Stripes, Laredo Taco Company and Raise the Roost locations.

Since inventing the convenience industry in 1927, 7-Eleven has built a rich 96-year history filled with beloved products like Slurpee, Big Gulp and Big Bite, and fan-favorite holidays like Slurpee Day and Bring Your Own Cup Day. Now, 7-Eleven is on a mission to contemporize the brand and redefine convenience - and we need your help.
About This Opportunity

Position Overview:

We are seeking a skilled and motivated Sr. Customer Relationship Management (CRM) Analyst to join our dynamic team. You will play a vital role in optimizing the CRM strategy and processes used to engage and retain our gig-economy delivery drivers. As a CRM Sr. Analyst, you will be responsible for analyzing data, identifying insights, and implementing strategies that enhance marketing efficiency, driver engagement and retention, ensuring satisfaction and long-term commitment to our platform.

Key Responsibilities:

• Data Analysis: Conduct comprehensive data analysis, querying databases and using other relevant sources, to identify driver engagement trends, patterns, and areas for improvement. Utilize statistical methods and data visualization tools (e.g., interactive dashboards and automated visual reports) to present insights to stakeholders.
• Driver Engagement and Retention: Devise and execute strategies to improve driver engagement and retention rates. Identify opportunities for creating a positive and fulfilling experience for delivery drivers, ultimately fostering their loyalty to the platform. Implement successful strategies at scale and continuously iterate to improve results.
• Testing Strategies: Develop and execute testing strategies to measure the effectiveness of CRM initiatives. Monitor program results and make data-driven recommendations for continuous improvement.
• CRM Campaign Execution: Collaborate cross-functionally to define, execute, and measure CRM campaigns across various channels such as Email, Push, SMS, and more. Ensure campaigns are executed on time and aligned with driver segmentation.
• Driver Segmentation: Develop and maintain driver segmentation strategies based on various criteria such as performance metrics, geographic location, delivery volume, and driver behavior. Tailor communication and engagement efforts according to different segments.
• Performance Monitoring: Monitor key performance indicators (KPIs) related to driver engagement, retention, satisfaction, and overall operational efficiency. Identify drivers who may need additional engagement or support in order to improve their driver experience.
• Feedback Loop: Establish a structured feedback loop with delivery drivers to gather insights, suggestions, and pain points. Use this feedback to inform CRM strategies, system enhancements, and process improvements.

• Personalization and Communication: Collaborate with Marketing and Driver Communications to design personalized campaigns, messages, and incentives that resonate with different driver segments. Ensure that drivers receive timely and relevant information.
• Process Optimization: Work closely with cross-functional Operations and Product teams to optimize processes related to onboarding, training, rewards, dispute resolution, and support. Identify bottlenecks and propose solutions to enhance driver experience.
• Technology Integration: Collaborate with Product and Tech teams to ensure seamless integration of CRM systems with other relevant platforms, such as the driver application, analytics tools, and reporting dashboards.
• Reporting and Insights: Prepare regular reports and presentations for management, highlighting key findings, performance trends, and the impact of CRM initiatives on driver engagement and retention.
• Marketing Channel Optimization: Analyze performance of paid and organic acquisition channels (e.g., Meta, Google, Indeed) to identify the most cost-effective sources for driver recruitment. Partner with Marketing to refine targeting, creative, and budget allocation strategies to maximize applicant quality and conversion rates.

Required Qualifications:

• Bachelor's degree in Business, Marketing, Data Science, or a related field, with exposure to quantitative techniques and computer programming.
• Proven experience (5-7 years) working with CRM systems, data analysis, and customer segmentation.
• Proficiency in complex SQL queries for data extraction and manipulation, MS Excel, and data visualization platforms.
• Strong analytical and problem-solving skills with the ability to draw insights from complex data sets.
• Experience creating customer engagement content and executing multi-channel messaging campaigns (e.g., SMS, email, push) to drive activation, retention, or re-engagement.
• Excellent communication skills, both written and verbal, with the ability to convey technical insights to non-technical stakeholders.
• Familiarity with A/B testing methodologies and customer journey mapping.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong attention to detail and a passion for delivering exceptional customer experiences.

Preferred Qualifications:

• Experience in the gig economy, food delivery, or logistics industries is a plus.
• Prior experience with CRM software and automation tools is advantageous.
• Experience in a big data environment and familiarity with Python scripting is preferred.
• Master's degree is a plus.

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.