Remote Senior Manager - Loyalty CRM

1w1 week ago

Potbelly Sandwich Works

Chicago, US · Full-time · $125,000 – $135,000

About this role

The Senior Manager, Loyalty & CRM leads the strategy, evolution, and performance of Potbelly’s loyalty and customer engagement ecosystem. This role drives measurable growth in customer lifetime value, frequency, and retention. It owns the vision, roadmap, and optimization of lifecycle marketing, including personalization and segmentation strategy.

Lead complex, data-driven initiatives connecting customer behavior, brand strategy, and business outcomes. Manage omnichannel engagement across email, SMS, push, and in-app messaging. Develop and manage a multi-year testing and learning agenda to improve engagement.

Partner cross-functionally with IT, Product, Brand Marketing, Operations, Finance, and external vendors. Shape the future of Potbelly’s CRM and loyalty capabilities. Operate in a fast-paced, friendly environment where good vibes thrive.

Leverage data, experimentation, and emerging technologies like AI/ML for best-in-class customer experiences. Identify and prioritize high-impact opportunities across acquisition, onboarding, activation, retention, and monetization. Pursue career growth in a nationally recognized sandwich shop with over 400 locations.

Requirements

Expertise in loyalty program strategy and customer engagement ecosystems
Experience owning CRM roadmaps and lifecycle marketing optimization
Proficiency in personalization and segmentation strategies
Knowledge of omnichannel engagement via email, SMS, push, and in-app messaging
Ability to lead data-driven initiatives linking customer behavior to business outcomes
Cross-functional partnership experience with IT, marketing, operations, and finance
Familiarity with testing agendas, experimentation, and AI/ML in customer experiences

Responsibilities

Own and evolve the loyalty and CRM strategy, including lifecycle marketing vision, personalization strategy, and long-term roadmap
Develop and manage a multi-year testing and learning agenda to continuously improve customer engagement and lifetime value
Identify and prioritize high-impact opportunities across acquisition, onboarding, activation, retention, and monetization
Lead optimization of lifecycle marketing with personalization, segmentation strategy, and omnichannel engagement across email, SMS, push, and in-app messaging
Drive measurable growth in customer lifetime value, frequency, and retention
Partner cross-functionally with IT, Product, Brand Marketing, Operations, Finance, and external vendors
Leverage data, experimentation, and emerging technologies (AI/ML) to deliver best-in-class customer experiences