Manager, Loyalty & CRM Marketing
About The Position
The Manager, Loyalty & CRM is responsible for building and managing our direct relationship with guests through the loyalty program and customer data. This role owns the loyalty platform, segmentation, customer journeys, and offer strategy, with a focus on driving visit frequency, basket size, and long-term guest value. Working closely with Operations, Merchandising, Media & Planning, and our loyalty vendor, this person turns transaction and behavioral data into clear, targeted campaigns and simple, guest-friendly offers. They monitor performance, share practical insights, and use what we learn to keep improving our program, personalization, and overall guest experience.
Requirements
- 3–6 years of experience in loyalty marketing, CRM, or related digital marketing/analytics roles, preferably in retail, convenience, grocery, or QSR.
- Hands-on experience with a loyalty platform and/or CRM tools, including segmentation, campaigns, and basic journey building.
- Comfortable working with customer and transaction data; able to build segments, read reports, and turn findings into clear actions.
- Familiarity with offer strategy (earn/burn structures, promotions, tiers) and how loyalty programs support traffic and sales.
- Strong collaboration skills; proven ability to work with Operations, Merchandising, IT, and external vendors.
- Organized and detail-oriented, with the ability to manage multiple tests, campaigns, and requests at once.
- Proficiency with Excel and PowerPoint.
Nice To Haves
- Experience with reporting or visualization tools is a plus.
- Bachelor’s degree in marketing, Business, Analytics, or related field preferred.
Responsibilities
- Serve as day-to-day owner of the loyalty program and platform.
- Partner with leadership, Operations, and Merchandising to define loyalty strategy, structure, and key offers (earn/burn, tiers, promotions).
- Manage the loyalty roadmap, including feature enhancements, tests, and new capabilities.
- Work with the loyalty vendor and internal teams to ensure smooth operation, uptime, and issue resolution.
- Develop and maintain customer segments (e.g., high-value, daypart-based, category-focused, lapsed guests).
- Design and manage customer journeys (welcome, onboarding, win-back, cross-sell, seasonal journeys).
- Use transaction and behavioral data to create targeted and personalized campaigns that support business goals.
- Continuously test and refine personalization rules and targeting strategies.
- Track and report on loyalty and CRM performance: enrollment, active usage, visit frequency, basket size, offer redemption, and campaign results.
- Provide regular readouts and insights into Marketing, Merchandising, and Operations.
- Use learnings to recommend new offers, segments, and campaigns.
- Work closely with Merchandising to align offers with category priorities and vendor funding.
- Partner with Operations to ensure store teams understand and support loyalty initiatives.
- Coordinate with IT and the loyalty vendor on integrations, data feeds, and troubleshooting.
- Collaborate with Media & Planning on using loyalty data for targeting and measurement.
Benefits
- Family first atmosphere
- Benefits to fit your needs
- Competitive Total Compensation Plans
- Paid time off in your first year
- Team first environment
- Paid Gym Memberships
- Monthly teambuilding exercises
- Everyday Pay if needed
- Flexible Schedules to attend family events
- Professional Training
- Advancement opportunities
- Leadership Training
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What This Job Offers
Job Type
Full-time
Career Level
Manager
