Manager, Digital Loyalty

Yum!•Irvine, CA

17h•$125,200 - $162,300•Hybrid

About The Position

The Loyalty Journey Lead will be responsible for accelerating the growth of Taco Bell Rewards by identifying and solving barriers across the customer lifecycle. This role involves leading a cross-functional squad focused on rapidly turning customer insights and business opportunities into testable ideas, learning what works, and scaling successful solutions. The position sits at the intersection of marketing, digital product, technology, analytics, operations, and customer experience, utilizing a sprint-based test-and-learn approach. The lead will own the journey roadmap and experimentation backlog, prioritize opportunities based on customer impact and business value, and guide initiatives from problem definition and ideation through testing, measurement, and scaled deployment. This role requires a blend of customer obsession, growth marketing, strategic thinking, analytics, and agile methodologies. The individual will be adept at digging into customer behavior, facilitating ideation sessions, defining test hypotheses, and translating results into recommendations for senior leaders. This role reports directly to the Head of Loyalty and is critical to advancing Taco Bell's growth priorities.

Requirements

5-7+ years of experience in growth marketing, lifecycle marketing, CRM, loyalty, digital product, customer experience, or related roles, ideally within QSR, retail, DTC, consumer technology, or another high-frequency consumer business.
Growth Mindset: Naturally look for opportunities to improve customer behavior and business performance and know how to translate a broad challenge into a focused hypothesis that can be tested.
Customer Obsessed: Use quantitative and qualitative customer insights to understand friction, uncover unmet needs, and design better experiences across the customer lifecycle.
Test-and-Learn Oriented: Comfortable experimenting, learning quickly, adapting based on results, and recognizing that a well-designed test can create value even when the original hypothesis is not proven.
Strategic + Analytical: Can connect individual experiments to a broader growth strategy and use data to prioritize opportunities, evaluate results, and make fact-based recommendations.
Cross-Functional Leader: Demonstrated ability to lead multidisciplinary teams and influence partners across marketing, product, technology, analytics, operations, media, and creative without relying on direct authority.
Agile Operator: Experience working with agile methodologies, sprint teams, experimentation roadmaps, or similar iterative ways of working. Experience managing and prioritizing a backlog is preferred.
Digital Fluency: Understand digital customer ecosystems and how channels such as app, web, email, push, SMS, paid media, and in-restaurant experiences can work together to influence customer behavior.
Strong Communicator: Can simplify complex problems, facilitate productive cross-functional discussions, and translate test results into clear recommendations for both working teams and senior leadership.
Bachelor's degree or equivalent work experience; advanced degree a plus.

Nice To Haves

Experience managing and prioritizing a backlog is preferred.

Responsibilities

Lead a cross-functional Loyalty Growth Squad, bringing together partners across Marketing, Digital Product, Technology, Analytics, Operations, Media, CRM, and other functions to rapidly solve customer and business challenges.
Build and manage a robust experimentation backlog, translating customer insights, behavioral data, business priorities, and team ideas into clearly defined hypotheses and test-and-learn opportunities across the loyalty customer journey.
Lead sprint planning and prioritization, aligning the squad around the problems to solve, tests to execute, expected outcomes, resource requirements, and measures of success.
Apply customer analytics and journey insights to identify friction points, unmet needs, behavioral opportunities, and high-value customer segments that can inform future tests and capabilities.
Define clear test hypotheses, KPIs, and measurement plans in partnership with Analytics, ensuring each experiment generates actionable learning and can demonstrate customer and business impact.
Turn successful tests into scalable growth programs, partnering with the appropriate marketing, product, technology, and operational teams to move proven concepts from experimentation into sustained capabilities or experiences.
Lead product and experience discovery where new capabilities are required, clearly defining the customer problem, business opportunity, requirements, and desired outcomes for inclusion in broader product and technology roadmaps.
Champion agile and test-and-learn ways of working, helping the broader Loyalty organization increase its speed from insight to action while balancing speed, feasibility, customer experience, and business impact.
Create visibility into squad performance and learning, regularly communicating the experimentation pipeline, results, key learnings, business impact, and recommended next actions to the Head of Loyalty and cross-functional stakeholders.
Build strong partnerships across Taco Bell and Yum!, influencing teams without direct authority and creating alignment around shared customer and business outcomes.

Benefits

Hybrid work schedule and year-round flex day Friday
Onsite childcare through Bright Horizons
Onsite dining center and game room
Onsite dry cleaning, laundry services, carwash
Onsite gym with fitness classes and personal trainer sessions
Up to 4 weeks of vacation per year plus holidays and time off for volunteering
Generous parental leave for all new parents
Adoption assistance program
401(k) with a 6% matching contribution from Yum! Brands with immediate vesting
Comprehensive medical & dental including prescription drug benefits and 100% preventive care
Discounts, free food, swag