The Senior Loyalty Marketing Manager will oversee Lou Malnati’s Rewards program and lead CRM strategies designed to drive incremental revenue and boost customer engagement. This role will focus on program health and optimization, leveraging data-driven strategies to maximize customer revenue, fostering emotional connections, and influencing customer behaviors that motivate long-term brand loyalty. This is a hands-on role that requires both strategic leadership and the ability to execute effectively. A passion for data, personalization, creating value-driven content and experiences, and deep dish pizza is essential for success in this role. This role will report to the Chief Marketing Officer.
RESPONSIBILITIES
Develop and implement the omnichannel strategy for growing the loyalty program, including program design, promotional efforts, and customer experience enhancements
Leverage expertise in loyalty/CRM to develop recommendations for offer testing and behavioral based campaigns
Develop strategy, communicate, and manage the implementation of the loyalty program roadmap, including automated CRM journeys and inclusion of brand marketing campaigns.
Leverage data and customer feedback to identify insights and strategic growth opportunities through segmentation, automation, and testing.
Lead and execute loyalty reporting to monitor KPIs of customer engagement, marketing and promotion effectiveness, and program ROI
Lead cross functional teams across marketing, finance, operations and customer service to execute best in class loyalty promotions that drive incremental visits
Collaborate with the Sr LCM Manager and creative team who will execute loyalty communications and content (emails, push notifications, app/web pages, digital ads, and in-store collateral) with an eye on optimizing to enhance personalization and boost member engagement
Partner with the media agency to develop targeted advertising strategies that leverage segmentation and behavioral data to drive program growth and retention through paid and organic digital channels
Manage the relationship with the loyalty platform provider and serve as the internal expert on platform capabilities
POSITION REQUIREMENTS
Bachelor’s degree in Marketing, Business, or a related field
8+ years of omnichannel CRM and loyalty experience preferably in restaurant industry
Strategic thinker with strong analytical skills and the ability to share insights and recommendations clearly across all levels of the organization
Deep understanding of food and loyalty trends, as well as current and emerging digital CRM and loyalty strategies
Proven experience working with loyalty platforms to manage program operations, execute campaigns, and track results. Paytronix is preferred.
A track record of success in developing acquisition and retention strategies leveraging segmentation and personalization to drive customer engagement, traffic, and sales
Strong leadership skills with the ability to develop meaningful relationships across teams (guests, operations, and cross-functional departments)
A balanced mix of creativity and data-driven thinking: able to ideate innovative solutions while analyzing data to assess impact
Strong organizational skills with high detail orientation and the ability to multi-task in a fast-paced environment
Confident and professional personality who has a guest-centric and empathetic mindset
Understanding of the digital landscape (email, mobile, video, SEO, website, digital marketing) and role it plays in driving CRM strategies
Strong eye for evaluating design and copy writing to ensure content resonates with target audience