Senior Manager, Loyalty & CRM

sweetgreen•Los Angeles, CA

3d•$150,000 - $180,000•Onsite

About The Position

The Senior Manager, Loyalty & CRM owns how sweetgreen earns attention, frequency, and lifetime value across our owned surfaces. You will lead SG Rewards and the full CRM ecosystem (email, push, SMS, in-app), setting a clear point of view on what makes membership worth having and translating that into audience strategy, personalization, comms and offer architecture, engagement calendar, and a robust test roadmap. This is a strategy-first role. You will define direction across multiple streams (transactional, context-driven, lifecycle, loyalty, promo) before anything gets built, and you connect the loyalty calendar to the broader marketing calendar so every touchpoint compounds to maximize customer and business impact. As a leader, you influence cross-functional teams to bring a shared vision to life that builds true customer loyalty and value for the business, and you develop the team and the CRM & Loyalty function.

Requirements

8+ years in CRM, lifecycle, or loyalty, including direct ownership of a consumer loyalty program
Experience managing and developing a team
Strong customer analytics skills. You are comfortable with SQL and BI tools and fluent in experiment design, holdouts, and incrementality
Financial acumen. You can work with program economics models, discount ROI, and the P&L impact of an offer construct
Strategic. You lead with a point of view and a concept, then bring the data and the plan to support it
Brand instinct. You can create programs and moments that drive conversion and brand love.
Comfortable with ambiguity. You can operate on problems with no precedent and get to a defensible answer
Cross-functional leadership. You can align Product, Finance, Data, Brand, Ops, and Creative without formal authority

Nice To Haves

Hands-on experience with Braze, SessionM, Hightouch, or comparable loyalty and CRM platforms
Familiarity with a modern data stack (Snowflake, AI)
Familiarity with decisioning concepts like Next Best Action or Next Best Offer, and how to operationalize them
Background in restaurant, retail, or another high-frequency consumer category

Responsibilities

Own SG Rewards end to end: member value proposition, earn and burn mechanics, tiers and benefits, activation and engagement layers, and the multi-year roadmap.
Build a program that feels distinctly like sweetgreen. Members should be able to describe why it's worth belonging to without mentioning a discount.
Sequence loyalty mechanics against the marketing calendar so menu drops, brand moments, and new restaurant openings each land with loyalty-specific value behind them.
Evolve offer logic and discount governance in partnership with Finance, optimizing who, what, when, why, and how much to maximize the ROI of every discount dollar and continually strengthen the SG Rewards program economics.
Define what each owned channel is for, how messages sequence across a member's journey, and how frequency is governed across the base.
Partner creatively across marketing teams (Brand, Creative, Social, PR, Local) to create engaging campaigns that are distinctively sweetgreen, adapted to each channel and the customer context, and drive conversion and engagement with our customers.
Set audience and segmentation strategy grounded in behavior, and refine journeys continuously to eliminate friction in the customer experience.
Develop SGs personalization approach across the customer journey in partnership with Product.
Lead strategy and concept for lifecycle programs (onboarding, frequency building, deceleration and win-back, tier progression) before execution begins.
Own the martech roadmap and vendor strategy, including requirements for future capability needs like decisioning and personalization.
Own the learning agenda: prioritize tests across offer, segmentation, creative, and cadence, and hold the team to a clean read.
Report performance in terms of incremental behavior, incremental revenue, and ROI, and translate it into recommendations that shape decisions beyond marketing.
Hire, develop, and retain a high-performing team; set clear expectations and grow people into their next role.
Steward how the team works cross-functionally: intake, prioritization, briefing standards, QA, and campaign velocity.
Evolve the function as the business scales, including where automation and AI decisioning should replace manual work.

Benefits

Highly competitive pay + bonus plan
Three different medical plans to suit your and your family's needs
Dental and Vision insurance
Flexible PTO plan
401k program
Employee HSA and FSA
Complimentary greens
An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
To live the sweetlife and celebrate your passion + purpose
A collaborative team of people who live our core values and have your back
A clear career path with opportunities for development, both personally and professionally
Free sweetgreen swag