CRM & Lifecycle Marketing Manager

We're looking for a CRM & Lifecycle Marketing Manager to lead CRM and lifecycle marketing across Lou Malnati’s and Tastes of Chicago. You'll lead email, push, SMS, and in-app communications for the Lou Malnati's loyalty program, and run CRM and lifecycle 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 repeat visits and orders at our restaurants, the other is about turning an online order into a repeat e-commerce customer.

You'll run both with strategies built for each.

Day to day, that means treating lifecycle communications as connected systems using guest data 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 and our support center in located in Buffalo Grove, IL.

• Develop and execute CRM and lifecycle strategies across email, push, SMS, and in-app that drive acquisition, retention, and lifetime value against revenue goals
• Lead loyalty program communications for Lou Malnati's, from new member onboarding through rewards, ongoing engagement, and winback
• Build and run CRM and lifecycle marketing for Tastes of Chicago, turning first-time and gift orders into repeat customers through seasonal and always-on programs
• Build an integrated CRM content calendar for both brands that aligns with business and marketing goals, in partnership with the Brand Team
• Use guest data and insights to map customer journeys and build automated, segmented flows
• Refine and grow core customer segments, with clear plans to engage and measure each one
• Own campaign execution end to end, including strategy, testing and measurement plans, internal approvals, QA, and deployment
• Design A/B, multivariate, and holdout tests across subject lines, content, cadence, audiences, offers, and send timing, and report on results, incrementality, and new opportunities

• 5+ years of experience in CRM, lifecycle, or retention marketing, with acquisition, retention, winback, or upsell campaigns ideally with multi-unit restaurant, hospitality, or DTC ecomm brands
• Hands-on experience with a lifecycle marketing platform such as Klaviyo, Braze, Salesforce Marketing Cloud, or similar
• Proven track record of driving results across email, push, SMS, and in-app
• Strong grounding in testing and measurement, including A/B tests, holdouts, and incrementality reporting
• Experience managing a loyalty program, including offer strategy, rewards structure, or program changes is a plus but not requirement
• Equally comfortable in data and creative: able to find opportunities in guest data, assess impact, and shape messages people want to open
• Able to move between strategy and hands-on execution, with strong organization, high attention to detail, a guest-first mindset, and a collaborative style that builds lasting relationships with brand, digital, and operations partners