Vice President, Loyalty

Chipotle•Newport, RI

5d•$300,000 - $375,000

About The Position

Chipotle is seeking a transformational Vice President of Loyalty to lead the next evolution of Chipotle Rewards and build an innovative loyalty ecosystem. The role will turn loyalty from a rewards program into a customer growth engine, overseeing loyalty strategy, CRM, personalization, rewards economics, customer lifecycle management, partnerships, and guest activation across owned and marketplace channels. The VP will help increase loyalty penetration, customer frequency, retention, lifetime value, and digital engagement. The successful candidate will combine consumer marketing, analytics, product thinking, loyalty program design, financial acumen, and organizational leadership to create a differentiated loyalty proposition that deepens guest relationships and drives measurable business growth. The position leads and develops the Loyalty, CRM, and Customer Activation organization and collaborates across Product, Technology, Design, Marketing, Operations, Finance, and Data & Analytics.

Requirements

15+ years of progressive experience in loyalty, CRM, customer engagement, digital marketing, product, or customer growth.
Proven experience leading an enterprise-scale loyalty or membership program and translating strategy into measurable commercial outcomes.
Demonstrated success improving retention, frequency, customer lifetime value, and revenue growth.
Deep understanding of loyalty economics, customer analytics, experimentation, segmentation, and incrementality measurement.
Experience building and leading high-performing teams and influencing across a complex, cross-functional organization.
Executive presence and ability to communicate clearly with senior leadership and the Board.
Bachelor’s degree required.

Nice To Haves

Advanced degree preferred.
Experience in hospitality, retail, consumer technology, travel, subscription, membership, or another scaled consumer business preferred.

Responsibilities

Lead the end-to-end strategy for Chipotle Rewards and set a multi-year roadmap aligned with digital growth priorities.
Build a loyalty ecosystem of rewards, recognition, personalization, experiences, and partnerships that fosters long-term brand affinity.
Grow member frequency, retention, wallet share, and customer lifetime value through programs that increase visits and sales across digital and restaurant channels.
Develop strategies for high-, mid-, and low-frequency customers and convert marketplace reach into lasting first-party customer relationships.
Own CRM strategy and lifecycle marketing across app, web, email, SMS, push, and emerging channels.
Develop segmentation and personalized, behavior-based customer journeys to improve activation, frequency, and retention.
Manage the loyalty P&L, investment plan, and performance outlook; design compelling and financially sustainable rewards.
Build business cases, forecast performance, and oversee incrementality measurement; be accountable for ROI, customer lifetime value, retention, and loyalty's contribution to revenue and profit.
Identify and negotiate strategic partnerships that extend member value, including co-funded marketplace, payment, and complementary brand benefits, experiential rewards, exclusive access, and lifestyle partnerships.
Partner with Product, Technology, Design, Marketing, Operations, Finance, and Data & Analytics to deliver seamless loyalty experiences.
Build and develop the Loyalty, CRM, and Customer Activation organization to operate at enterprise scale.
Foster a culture of customer obsession, innovation, collaboration, disciplined execution, and measurable outcomes.