[Remote] Manager, Loyalty - CRM

Note: The job is a remote job and is open to candidates in USA. 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.

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 Skills
• 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
• MBA preferred
• Experience with implementing AI/ML engine recommendations is a plus Benefits
• Medical, Dental & Vision Insurance
• Domestic Partnership Benefits
• Paid Parental Leave
• FSA and HSA with Employer Contribution
• Commuter Benefit Program
• Retirement Savings 401(k) WITH company match
• Employee Assistance Program
• Paid Time Off
• Discount Program
• Flexible Work Schedule
• Career growth opportunities Company Overview
• Potbelly Sandwich Works is a restaurant chain serving sandwiches, soups, and shakes customized for customers. It was founded in 1996, and is headquartered in Chicago, Illinois, USA, with a workforce of 5001-10000 employees. Its website is

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