CRM & Loyalty Marketing Manager

Loyalty is the reason someone drives past three other pizza places to get to ours. This role is what keeps that feeling going long after the first deep dish slice.

We're looking for a CRM & Loyalty Marketing Manager to own the guest relationship end to end - from the moment someone joins the loyalty program to the moment they're ordering weekly without thinking twice. You'll run the Lou Malnati's loyalty program day to day and lead CRM and email marketing for Tastes of Chicago, our nationwide shipping business that gets Chicago deep-dish to doorsteps everywhere.

These are two different games; one is about driving loyalty and repeat visits to our restaurants, the other is about turning a shipped gift or first online order into a repeat e-commerce customer. You'll run both with strategies built for each.

Day to day, that means treating loyalty and lifecycle communications as connected systems, not one-off sends, using the guest data and platforms at your fingertips to figure out who to reach, when, and with what, whether that's a loyalty member down the street or a shipping customer three states away. This is a hybrid position with 3 days onsite at the support center in Buffalo Grove.

Responsibilities

• Develop and execute comprehensive CRM marketing strategies to drive customer acquisition, retention, and LTV delivering against revenue goals (channels include but not limited to: email, push, app, SMS)
• Build a comprehensive CRM content calendar that aligns with business and marketing goals for both the Lou Malnati’s and the Tastes of Chicago brands, in partnership with the Brand Team
• Manage end-to-end campaign execution including CRM campaign strategy, testing/measurement plans, internal approvals, quality assurance and testing, & campaign deployment
• Leverage consumer insights and data to map customer journeys and identify opportunities for automated and segmented messaging
• Refine customer segmentations with plans to optimize, engage, measure and grow core customer segments
• Establish A/B and multivariate testing plans to test subject lines, content, cadence, audience segmentation, promotions and send timing to continuously improve results
• Proactively monitor, report results and evaluate success of CRM and loyalty programs and identify optimizations and new opportunities

Qualifications

• 5+ years of experience in loyalty, CRM, or retention marketing, ideally within multi-unit hospitality, restaurant or retail
• Demonstrated examples of acquisition, winback, retention and/or upsell campaigns executed from end-to-end
• Hands-on experience managing loyalty and lifecycle marketing platforms.
• Paytronix and Klayvio experience preferred
• Proven track record of driving cross-channel campaigns across email, push, in-app message, and SMSStrong understanding of lifecycle experimentation: A/B testing, holdouts and incrementality reporting, journey/segmented tests
• Understanding of the digital landscape and customer journey (email, mobile, video, SEO, website, digital marketing) and role it plays in driving acquisition and retention
• Basic to intermediate skill with email HTML and mobile responsiveness
• Strong leadership skills and proven track record of developing meaningful and lasting relationships that drive results (guest, operations & cross-functionally)
• Strong balance between left and right brain – creative, resourceful, curious and capable to dig into data to identify opportunities and assess impact of sales and initiatives
• Ability to toggle between strategy and execution daily; not afraid to roll up their sleeves to get the job done
• Strong organizational skills with high detail orientation and the ability to multi-task in a fast-paced environment
• Confident, outgoing and professional personality who has a guest-centric and empathetic mindset