CRM Manager

sweetgreen•Los Angeles, CA

About The Position

The CRM Manager (Comms, Offers & 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 strategies, translates the marketing calendar into integrated communications and offers, and builds processes that help the team deliver high-quality campaigns efficiently. Working with a high degree of autonomy, the manager 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 manager develops channel plans and metrics, refines offer strategy and lifecycle programs, builds audience segmentation and personalization strategies, and leads CRM testing and campaign planning. They establish campaign operations and standards, improve campaign velocity and quality through automation and AI decisioning, and manage day-to-day relationships with CRM and loyalty platform partners.

Requirements

At least 6 years of experience in CRM, lifecycle, or retention marketing, with ownership of multiple owned channels.
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 approach, including setting goals, prioritizing, and moving work forward with minimal oversight.
Ability to connect audience growth, channel health, and offer spend 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 campaign QA.

Nice To Haves

Loyalty program experience, or 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.
Assess channel investment and recommend where to invest or pull back based on incremental impact; build the case for new capabilities, tools, or vendors when supported by data.
Set weekly channel contribution targets and build measurement and reporting capabilities.
Refine CRM offer strategy and lifecycle programs to improve customer journeys, year-over-year CAV, and return on discount investment.
Develop audience and segmentation strategies and a CRM personalization roadmap for loyalty customers.
Own the CRM test roadmap within the broader learning agenda and drive measurable, continuous improvement in channel performance.
Translate the marketing calendar—including menu launches, brand moments, restaurant openings, loyalty moments, and partnerships—into an integrated communications and offers calendar.
Lead CRM campaign planning with cross-functional teams, aligning activation ideas, technical enhancements, testing, tagging, and measurement.
Build and maintain campaign operating processes and standards, including briefs, intake, ideation, taxonomy, CRM feature requirements, QA, and workflows.
Increase campaign velocity and quality while reducing errors and manual work, including improving 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 people and connecting them to real food.
Collaborative team and support from colleagues.
Career path and personal and professional development opportunities.
Free sweetgreen swag.