Manager Loyalty & Customer Engagement

The Loyalty & Customer Engagement Manager is a hands-on, data-driven role responsible for day-to-day management and growth of our loyalty program and customer engagement strategy (email, SMS, push/in-app).

This role partners closely with the VP of Digital Marketing to execute a customer engagement plan that converts unknown to known to loyal guests and drives measurable increases in member growth, activation, frequency, and retention. This role is key to bringing the next generation of loyalty and customer data activation to life.

Manager Loyalty & Customer Engagement is accountable for the following essential responsibilities:

• Loyalty Program Management (End-to-End): Own day-to-day loyalty program operations: offer setup, QA, launch execution, and ongoing optimization. Plan & manage the loyalty calendar and coordinate key launches with marketing, operations, and finance. Build and maintain a test-and-learn roadmap to continually strengthen our offer strategy, value strategy, and segmentation strategy. Support loyalty product enhancements by translating business needs into requirements and working with internal teams/vendors.
• Customer Engagement & Lifecycle (Email/SMS/Push): Manage our loyalty platform and execute lifecycle journeys across onboarding, activation, retention, and win-back. Build segmentation and targeting to improve personalization efforts and performance (new vs. lapsed vs. high frequency, etc.). Partner with creative/brand to ensure messaging is on-brand and clear, with strong offers and CTAs.
• Customer Data Capture & Growth of Known Guests: Improve member acquisition and “known guest” growth through improving and innovating new data capture moments. Help define what data we collect and how it's used to drive personalization and smarter offers.
• Analytics & Reporting: Track and report weekly/monthly loyalty performance and campaign results. Help define KPIs and dashboards; turn results into actions (what to scale, refine, or stop). Monitor offer economics (redemption rate, effective discount rate, trade-down risk) and recommend guardrails.
• Cross-Functional & Vendor Management: Partner with Ops, IT, Customer Care, and vendors to ensure loyalty works smoothly across app, online ordering, and in-store. Coordinate troubleshooting and issue resolution to protect guest experience.

Minimum qualifications include:

• 3–5 years of experience in loyalty, CRM, lifecycle marketing, or customer engagement (QSR/restaurant, retail, or hospitality preferred).
• Strong analytical skills (can interpret performance, spot patterns, recommend next actions).
• Comfortable operating cross-functionally in a fast-paced environment; strong project management.
• PAR Punchh experience preferred (offer setup/QA/reporting and basic program administration).

The Manager Loyalty & Customer Engagement is expected to model functional leadership and reinforce a people-first culture.

• Comfortable operating cross-functionally in a fast-paced environment; strong project management.
• Partners with Ops, IT, Customer Care, and vendors to ensure loyalty works smoothly across channels; coordinates troubleshooting to protect guest experience.
• Highly detail-oriented with strong project management and follow-through; able to manage multiple work streams.

The role requires advanced knowledge, strong functional expertise, and sound judgment across the following areas:

• Experience executing campaigns across email/SMS/push and managing a promotional calendar.
• Familiarity with app + online ordering ecosystems and how loyalty integrates into them.

Primarily an office-based role requiring extended periods of sitting and computer use.…