CRM Manager

sweetgreen•Los Angeles, CA

23h

About The Position

The CRM Manager for Communications, Offers, and Lifecycle sits on sweetgreen’s Loyalty & CRM team and owns the growth, planning, and operations of the company’s owned channels: email, push, SMS, and in-app. The role sets channel growth strategy, translates the marketing calendar into an integrated communications and offers plan, and builds the operating system needed to deliver high-quality campaigns efficiently. The manager operates autonomously, sets channel OKRs, evaluates engagement, retention, and revenue signals, and brings forward recommendations. The role partners closely with Brand, Creative, Product, Finance, Data, and Operations to grow customer frequency, retention, and revenue. The position owns channel strategy and measurement, CRM offer and lifecycle programs, audience segmentation and personalization, and the CRM testing roadmap. It translates menu launches, brand moments, restaurant openings, loyalty moments, and partnerships into a coordinated CRM calendar that balances brand, sales, and customer experience. It also leads campaign planning and builds scalable campaign processes, standards, and workflows, with a focus on improving campaign velocity and quality through automation and AI decisioning. The role manages day-to-day relationships with CRM and loyalty platform partners, including Braze, SessionM, and Hightouch.

Requirements

At least 6 years of experience in CRM, lifecycle, or retention marketing, with ownership of multiple owned channels.
Proven track record of growing channel audiences, engagement, and channel health.
Experience building integrated campaign or communications calendars across multiple business partners and workstreams.
Experience building campaign operations, including intake, QA, workflows, and automation, to improve speed and quality.
Hands-on experience with Braze, SessionM, Hightouch, or comparable CRM and loyalty platforms.
Strong analytical skills, including SQL or BI tools, experiment design, and incrementality.
Self-directed, able to set goals, prioritize, and move work forward with minimal oversight.
Ability to connect audience growth, channel health, and offer spending to revenue and margin.
Ability to build scalable processes, frameworks, and standards; plan across competing priorities; and align stakeholders.
Ability to lead through influence and move work forward without formal authority.
High attention to detail and a strong standard for campaign QA.

Nice To Haves

Loyalty program experience.
Experience in restaurants, retail, or another high-frequency consumer category.

Responsibilities

Own the strategy, OKRs, and growth plan for each owned channel, including channel roles, guardrails, audience reach, business outcomes, incremental impact, and success metrics.
Connect channel investment to business outcomes; recommend where to invest or pull back based on incremental impact, and build the case for new capabilities, tools, or vendors when supported by data.
Build weekly channel contribution targets and measurement and reporting capabilities.
Refine CRM offer strategy and lifecycle programs to improve customer lifetime value year over year and maximize return on discount spending.
Develop audience and segmentation strategies and a CRM personalization roadmap for loyalty customers.
Own the CRM testing roadmap within the broader learning agenda to improve channel performance and deliver measurable outcomes.
Translate the marketing calendar into an integrated CRM communications and offers calendar that balances brand building, sales cycles, and customer experience.
Lead CRM campaign planning with cross-functional partners, aligning activation ideas, technical enhancements, testing, tagging, and measurement strategy.
Build and maintain campaign operations, including briefs, intake, ideation, taxonomy, CRM feature requirements, QA standards, and workflows.
Increase campaign velocity and quality while reducing errors and manual work, including strengthening automation and AI decisioning in marketing workflows.
Manage day-to-day relationships with platform partners such as Braze, SessionM, and Hightouch, using partner relationships to inform strategy and manage costs.
Mentor junior team members and help them develop functional skills and independent judgment.

Benefits

Highly competitive pay and bonus plan.
Three medical plans.
Dental and vision insurance.
Flexible PTO plan.
401(k) program.
Employee HSA and FSA.
Complimentary greens.
Opportunity to make an impact by developing others and connecting people to real food.
Collaborative team and support for living the company’s core values.
Career path and personal and professional development opportunities.
Free sweetgreen swag.