Senior Director, Loyalty and Channel Marketing

Shake Shack•Atlanta, GA

About The Position

Our secret to leading the way in hospitality? We put our people first! At Shake Shack, our mission is to Stand For Something Good in all that we do. From our teams to our neighborhoods, we're committed to always doing the right thing. As one of the fastest-growing hospitality brands, we're all about crafting unforgettable experiences for our guests. We offer endless learning opportunities and the chance to make a lasting impact on our business, restaurants, and communities. As a member of the #ShackFam, you’ll have access to hands-on mentorship, training, and growth potential, all in a fun and inclusive environment. Join us and Be a Part of Something Good. Preferred locations: New York Support Center (225 Varick St. New York, NY) Atlanta, GA Support Center (2 Ballpark Center, 800 Battery Ave SE Atlanta, GA) We are seeking a dynamic and strategic professional to join Shake Shack as the Senior Director of Loyalty and Channel Marketing. This role is responsible for building and growing our Shake Shack Loyalty Program, overseeing our CRM and Lifecycle channels, and managing our Delivery services across both first-party/native channels and third-party platforms. The role will focus on acquiring new loyalty guests, increasing transaction volume, enhancing customer engagement, and building a strong brand presence in the delivery and digital ordering space. The right candidate has led a large scale loyalty program in the on-premise retail space (preferably QSR) and has developed integrated marketing strategies that promote delivery options, foster customer loyalty, and support business growth. They will work cross-functionally to create compelling campaigns, optimize channel performance, and ensure a seamless customer experience that aligns with Shake Shack’s brand values. They have managed and led cross-functional teams, with a growth mindset and ambition to scale programs. They have strong interpersonal and account management skills, analytical capabilities and strategic acumen.

Requirements

Proven success in developing and executing a loyalty program, preferably within QSR, fast-casual, or related sectors
Strong understanding of digital marketing tools, CRM, analytics, and performance metrics
Excellent project management skills, with the ability to manage multiple campaigns and initiatives simultaneously
Digital marketing, channel marketing, or hospitality/foodservice marketing with a focus on digital channels
Gift card management experience a plus
Bachelor's Degree in Marketing, Communications, or related field
8-10 years work experience
4-6 years supervisory experience

Nice To Haves

Experience building and launching a best-in-class loyalty program
Priority on previous experience in QSR - either on the restaurant side or Delivery partner (DoorDash, Uber, or GrubHub)
Strong negotiations and relationship management skills with external partners and media vendors
Management consulting, investment banking, or strategic agency management a plus
Master's Degree; MBA or similar graduate degree preferred
10+ years work experience
4-6 years supervisory experience

Responsibilities

Build and deploy a best-in-class Loyalty program across Shake Shack’s own channels – integrate existing offer and CRM touchpoints to create a Lifecycle based approach to Loyalty.
Scale the program with key acquisition levers and strategies while building strong incentives for guest retention into the program
Lead the holistic strategy in Delivery (both first and third party) to drive growth and sales. Identify and execute key opportunities across advertising, promotions, product and activations.
Analyze sales data, market trends, and competitive activity to identify opportunities for growth and differentiation
Oversee CRM and Lifecycle marketing programs, inclusive of our promotional calendar, email and push marketing programs and strategies. Build a guest segmentation strategy that drives both acquisition and retention
Drive our channel marketing strategy, including the gift card program (both digital and physical) in our first and third party channels. Develop compelling promotions, campaigns and B2B partnerships

Benefits

Weekly Pay and Performance bonuses
Shake Shack Meal Discounts
Exclusive corporate discounts for travel, electronics, wellness, leisure activities and more
Medical, Dental, and Vision Insurance
Employer Paid Life and Disability Insurance
401k Plan with Company Match
Paid Time Off
Paid Parental Leave
Access to Employee Assistance Program on Day 1
Pre-Tax Commuter and Parking Benefits
Flexible Spending and Dependent Care Accounts
Development and Growth Opportunities