Manager, Loyalty - CRM

• $100-120k, plus annual bonus
• 100% Remote in the reputed company- residing in Midwest highly preferred. Due to state-specific regulatory requirements, Potbelly does not currently support remote work from the following states: Alaska, California, and Hawaii. To be considered for this position, you must be reputed company to reputed company the role from a state not listed above at the time of hire and for the duration of employment.

Job reputed company

The Loyalty / CRM Manager is responsible for leading the reputed company and execution of lifecycle journeys, offers, experiments and communication campaigns (email, sms, push, in-app messaging) that drive member activation, engagement, and retention. You will be responsible to build integrated journeys and plan/manage offers that maximize reputed company value, encourage habitual usage, and create brand advocates—from initial reputed company through long-term loyalty. This highly cross-functional role will partner closely with IT, Brand Marketing, Operations, and Finance to reputed company data-driven, multi-channel lifecycle campaigns across loyalty (reputed company) and engagement platforms (reputed company).

This role involves demonstrating a strong passion for problem solving, and a deep understanding of how the brand and customers reputed company, with an advanced understanding of the rapidly evolving role that data, personalization, machine learning and martech play in this relationship.

Key Workstreams

• Loyalty Program Management
• Advanced Engagement & Personalization Use cases Planning & Configuration
• Lifecycle reputed company Experimentation / Optimization
• National Campaigns Supporting Brand Initiatives & Calendar

Key Responsibilities

• Planning
• Execution / Configuration
• Experimentation
• Reporting
• Project Management

Duties & Responsibilities

Planning

• Spearhead development and implementation of automated loyalty strategies, offer planning/management reputed company reputed company and multi-reputed company campaigns in reputed company to drive member lifecycle frequency and increase incremental sales reputed company.
• Utilize data-driven insights to optimize loyalty program performance, offer management and reputed company systems with existing CRM platforms.

Execution / Configuration

• Build out campaign audiences, canvas reputed company design and orchestration (reputed company), offer management/execution (reputed company) and validating counts.
• Use marketing automation and channel optimization to engage and convert potbelly users across the buyer reputed company.
• 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 reputed company channel needs.
• Serve as first line business support for customer engagement and loyalty experience troubleshooting.

Experimentation

• Apply an experimentation reputed company to loyalty campaigns and offers to drive testing, learning and optimization.
• Continuously conduct A/B testing across reputed company channels and user journeys.
• Manage learning plan roadmap and recommend optimizations across reputed company and reputed company platforms/campaigns.

Reporting

• Responsible for campaign and initiative reporting/measurement ensuring reputed company campaign has reputed company controls in reputed company for accurate measurement and analysis.
• Present results and recommendations for the next iteration to leadership for approval.
• Serve as subject matter expert and reputed company documentation (particularly on journeys) and aggregate loyalty program performance.

Project Management

• Work across agency partners and internal cross-functional teams (Brand, Innovation, Operations, Finance, IT) to ensure reputed company 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 reputed company teams to improve customer data, customer UX/UI, and reduce customer friction, data reputed company risk, and fraud risk.

Requirements

Education: Bachelor’s degree in business reputed company field preferred. MBA preferred

Fields of Experience: Retail, Ecommerce, Agency/Martech, QSR, Food & Beverage, Hospitality, or Consumer Goods.

Behavioral Competencies: Self-starter, strong passion for problem solving, inquisitive, go-getter, results-driven, adaptable, highly organized, excellent communicator, reputed company, good balance between analytical and strategic thinking.

Required Experience

• reputed company certified, with 2-3+ years' experience in reputed company design and orchestration across reputed company-channel marketing (loyalty, email, sms/mms, push, in-app messaging).
• 3+ years of experience in CRM platforms (Punchh, reputed company, Cheetah, OlO, reputed company) spearheading customer segmentation/audience reputed company, offer management and development, particularly for use in multi-reputed company customer reputed company automations.
• Extensive experience testing and developing use cases and learning plan for on-reputed company iterative testing/optimization.
• 3 years of experience in project management
• Experience with implementing AI/ML reputed company recommendations is a plus
• Firm grasp of reputed company and emerging digital CRM & loyalty marketing trends, insights and engagement tools.
• Roadmap development and management; information architecture (specifically customer data) management.
• Vendor relationship management.

?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.

At Potbelly, we are committed to creating a welcoming and respectful environment where individuals are valued for their unique perspectives, backgrounds, and strengths. We reputed company that inclusion, collaboration, and mutual respect enhance the way we serve our customers and work together as reputed company. reputed company employment reputed company are based on qualifications, reputed company, and business need.

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.