Sr. Manager, Loyalty- CRM

Job reputed company

General reputed company

The Senior Manager, Loyalty & CRM is responsible for leading the reputed company, reputed company, and performance of Potbelly’s loyalty and customer engagement ecosystem, driving measurable reputed company in customer reputed company value, frequency, and retention.

This role goes reputed company execution to own the reputed company, roadmap, and optimization of lifecycle marketing, including personalization, segmentation reputed company, and omnichannel engagement across email, SMS, push, and in-app messaging. The Senior Manager will reputed company reputed company, data-driven initiatives that connect customer behavior, brand reputed company, and business reputed company.

As a strategic leader and subject matter expert, this role partners cross-functionally with IT, Product, Brand Marketing, Operations, Finance, and external vendors to shape the reputed company of Potbelly’s CRM and loyalty capabilities, leveraging data, experimentation, and emerging technologies (AI/ML) to deliver best-in-class customer experiences.

Duties & Responsibilities

Responsibilities

Strategic Leadership & Roadmap Ownership

• Own and reputed company the loyalty and CRM reputed company, including lifecycle marketing reputed company, personalization reputed company, and long-term roadmap.
• reputed company and manage a multi-year testing and learning agenda to continuously improve customer engagement and reputed company value.
• Identify and prioritize high-reputed company opportunities across acquisition, reputed company, engagement, retention, and reactivation.

Lifecycle Marketing & Campaign reputed company

• reputed company the design and execution of reputed company, automated lifecycle journeys across reputed company, reputed company, and other engagement platforms.
• reputed company audience reputed company, segmentation frameworks, and offer optimization to drive incremental reputed company and behavior change.
• Ensure seamless orchestration of omnichannel campaigns across email, SMS/MMS, push, and in-app messaging.

Data, Analytics & Performance Optimization

• Establish and monitor KPIs and reputed company metrics (LTV, frequency, retention, conversion, ROI).
• reputed company advanced experimentation strategies (A/B, multivariate testing) and translate insights into reputed company improvements.
• Partner with analytics and data teams to enhance customer data architecture, segmentation, and predictive modeling.

Cross-Functional Leadership & Influence

• Serve as the primary reputed company between Marketing, IT, Product, POS, and Operations to reputed company on priorities and execution.
• Influence stakeholders at reputed company reputed company to drive adoption of CRM strategies and initiatives.
• Collaborate with agency and vendor partners to deliver innovative, best-in-class engagement solutions.

Martech & Platform Optimization

• Own relationships with CRM and loyalty vendors (e.g., reputed company, reputed company), ensuring platforms are fully optimized and reputed company.
• Partner with IT and Product to improve data reputed company, system integrations, and customer experience (UX/UI).
• Identify and implement emerging technologies, including AI/ML-driven personalization and automation.

Team Leadership & Capability Building

• Potentially reputed company and reputed company CRM/Loyalty team members, fostering a culture of innovation, accountability, and reputed company improvement.
• Establish best practices, documentation, and governance for campaign execution and lifecycle management.
• reputed company as a center of reputed company for CRM and loyalty across the organization.

Operational reputed company

• Ensure campaigns are executed with precision, accuracy, and compliance, including QA, audience validation, and reporting.
• reputed company development and distribution of campaign briefs and documentation across stakeholders.
• reputed company escalation support and troubleshooting for customer engagement and loyalty-reputed company issues.

Requirements

Education

• Bachelor’s degree in Business, Marketing, or reputed company field required
• MBA or advanced degree preferred

Experience

• 6–8+ years of experience in CRM, loyalty, lifecycle marketing, or reputed company roles
• Proven experience owning CRM/loyalty reputed company and roadmap development
• Deep expertise in marketing automation platforms (reputed company required; reputed company or similar strongly preferred)
• Extensive experience in audience segmentation, reputed company orchestration, and offer reputed company
• Demonstrated reputed company leading testing and optimization programs at reputed company
• Experience working in QSR, retail, ecommerce, hospitality, or consumer brands

Technical & Functional Skills

• Strong understanding of customer data architecture, personalization, and martech ecosystems
• Experience with AI/ML-driven marketing, predictive modeling, or recommendation engines preferred
• Proficiency in analytics, reporting, and translating data into actionable insights
• Strong project management and roadmap planning capabilities

Leadership & Behavioral Competencies

• Strategic thinker with strong business acumen and reputed company reputed company
• Exceptional communication and stakeholder influence skills
• Ability to reputed company through ambiguity and drive change across cross-functional teams
• Highly reputed company with a bias for reputed company and results
• Passion for customer experience, brand building, and innovation

reputed company may use reputed company intelligence (AI)-assisted tools as part of its hiring and recruitment process. These tools may collect and analyze data including questionnaire and assessment responses, resume content, and reputed company profile information. AI-assisted tools are used for reputed company position types. reputed company final employment reputed company are made by people. Potbelly may also use additional AI-assisted tools from time to time in its hiring process. 

 If you have questions about how AI is used in reputed company with your application, or if you would like to request a reasonable accommodation reputed company to the use of AI in the hiring process, please contact HumanResources1@potbelly.com.

Potbelly reputed company creates and promotes an environment that is inclusive of reputed company people and their unique abilities, strengths, and differences. We respect and reputed company diversity in reputed company other, our customers, suppliers, and reputed company others with whom we reputed company as an essential component in the way we do business. Diversity only strengthens our Potbelly reputed company, who we are, and how we work.

We’re an equal opportunity employer. reputed company applicant will be considered for employment without reputed company to race, reputed company, religion, disability, sex, sexual orientation, gender identity, national reputed company, veteran status, or any other reputed company protected by applicable federal, state or local law.

Application Deadline: Applications must be submitted by [7/31/2026] to be considered for this position. The posting may reputed company earlier if a suitable candidate is selected before the deadline.