Sr Director, CRM & Growth Marketing
About The Position
This role owns the relationship with existing guests and the work of turning new guests into recognized, reachable, and growing customers. It is the engine that takes a first visit and turns it into a lasting relationship worth real money to the business. The goal is to drive more repeat visits, higher frequency, and same-store sales growth. This is a critical leadership role on the marketing team, responsible for future growth. The role works closely with the VP of Media, CMO, brand and creative teams, IT, and data engineering. The focus is on leveraging first-party data and personalization to drive business results.
Requirements
- CRM, lifecycle, and loyalty leadership experience with depth in owned channels and retention.
- Proven experience building and running modern lifecycle programs and loyalty at scale, with demonstrable business results.
- Fluency in customer data and martech, with experience owning the platform layer.
- Comfort making build, buy, and platform decisions alongside IT and finance.
- Experience seeing first-party data and personalization as a growth engine.
- Ability to thrive in a turnaround situation, identifying upside in fragmented systems and underperforming programs.
- Collaborative and decisive leadership style.
- Experience developing people.
- Genuine curiosity about the guest and their motivations.
Nice To Haves
- Experience in the entertainment or hospitality industry.
Responsibilities
- Owning the owned-channel engine, including email, SMS, push, website, and location-page experience to create a seamless guest journey.
- Reimagining the loyalty program to drive frequency, spend per visit, and winback of guests.
- Implementing personalization strategies to deliver relevant, behavior-based communication.
- Managing the full guest lifecycle from first visit to loyal regular, including dynamic journeys, winback strategies, and offers.
- Partnering with IT to build a connected, trustworthy, and activatable view of the guest by integrating customer data and martech across brands.
- Establishing trustworthy, standardized reporting to demonstrate the business impact of retention and loyalty.
- Developing a capable team and shaping agency relationships to deliver value.
Benefits
- Exclusive discounts on food and games at D&B & Main Event
- Paid Time Off (PTO) that increases with tenure
- 11 Company Holidays (Including your Birthday) & 2 Floating Holidays per year
- Medical, dental, vision and voluntary benefits
- Part Time/Full Time benefits available
- Livongo and Telehealth benefits
- 401k with company match following 6 months of employment
- Buster’s Legacy Fund (Supports Team Members during difficult Times)
- Employee Assistance Program (EAP) Offerings
- Work out facility on-site
- Employee Power Card | Free Video Games
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
