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Potbelly Sandwich Works · 1 day ago

Manager, Loyalty - CRM

United States

Full-time

Remote

Mid Level

$100K/yr - $120K/yr

3+ years exp

Potbelly Sandwich Works is a nationally recognized neighborhood sandwich shop seeking a Loyalty / CRM Manager to lead the strategy and execution of customer engagement initiatives. The role involves developing lifecycle journeys and communication campaigns to enhance member activation, engagement, and retention while collaborating with various cross-functional teams.

E-CommerceFood and BeverageFood ProcessingHospitalityRestaurants

Responsibilities

Spearhead development and implementation of automated loyalty strategies, offer planning/management within Paytronix and multi-step campaigns in Braze to drive member lifecycle frequency and increase incremental sales revenue

Utilize data-driven insights to optimize loyalty program performance, offer management and integrate systems with existing CRM platforms

Build out campaign audiences, canvas journey design and orchestration (Braze), offer management/execution (Paytronix) and validating counts

Use marketing automation and channel optimization to engage and convert potbelly users across the buyer journey

Execute innovative loyalty initiatives tailored to diverse customer segments, enhancing brand loyalty and customer engagement

Responsible for creating campaign briefs and ensuring they are shared across the organization, updated and redistributed as needed until campaign launch. This includes outlining the campaign creative details, offer details, audience selection, and all channel needs

Serve as first line business support for customer engagement and loyalty experience troubleshooting

Apply an experimentation mindset to loyalty campaigns and offers to drive testing, learning and optimization

Continuously conduct A/B testing across all channels and user journeys

Manage learning plan roadmap and recommend optimizations across Paytronix and Braze platforms/campaigns

Responsible for campaign and initiative reporting/measurement ensuring each campaign has proper controls in place for accurate measurement and analysis

Present results and recommendations for the next iteration to leadership for approval

Serve as subject matter expert and provide documentation (particularly on journeys) and aggregate loyalty program performance

Work across agency partners and internal cross-functional teams (Brand, Innovation, Operations, Finance, IT) to ensure proper messaging, timing, and execution of multi-channel campaigns, including but not limited to email, sms/mms, push, and in-app messaging

Collaborate with IT and Martech partners and vendors to identify and execute channel optimizations and data management

Work with IT, Product, POS and Digital teams to improve customer data, customer UX/UI, and reduce customer friction, data integrity risk, and fraud risk

Qualification

Braze certificationCRM platforms experienceProject managementData-driven insightsLifecycle journey designMulti-channel campaignsCommunicatorProblem solvingCollaborativeAdaptable

Required

Bachelor's degree in business related field preferred

Braze certified, with 2-3+ years' experience in journey design and orchestration across omni-channel marketing (loyalty, email, sms/mms, push, in-app messaging)

3+ years of experience in CRM platforms (Punchh, Paytronix, Cheetah, OlO, Toast) spearheading customer segmentation/audience strategy, offer management and development, particularly for use in multi-step customer journey automations

Extensive experience testing and developing use cases and learning plan for on-going iterative testing/optimization

3 years of experience in project management

Firm grasp of current and emerging digital CRM & loyalty marketing trends, insights and engagement tools

Roadmap development and management; information architecture (specifically customer data) management

Vendor relationship management