Manager, Loyalty - CRM

• $100-120k, plus annual bonus

• 100% Remote in the United States- 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 able to perform the role from a state not listed above at the time of hire and for the duration of employment.

Do you hunger for more? Potbelly Sandwich Shop is looking for friendly and outgoing people who enjoy working in a fast-paced, friendly environment. We are where good vibes and great careers are a way of life! What started as a small antique store in 1977 has become a nationally recognized neighborhood sandwich shop with over 400 locations across the United States. But toasty sandwiches are only as good as the people behind them. And yeah, we've got the best. Ready to join our growing Potbelly Nation? What’s In It For You**:

• Competitive pay with performance-based annual raises!
• Medical, Dental & Vision Insurance
• Domestic Partnership Benefits
• Paid Parental Leave
• FSA and HSA with Employer Contribution
• Commuter Benefit Program
• Retirement Savings 401(k) WITH company match
• Employee Assistance Program
• Paid Time Off
• Discount Program
• Flexible Work Schedule
• Career growth opportunities
• *If hired, you must meet and maintain all eligibility requirements to qualify**

Job Summary The Loyalty / CRM Manager is responsible for leading the strategy 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 lifetime value, encourage habitual usage, and create brand advocates—from initial onboarding through long-term loyalty. This highly cross-functional role will partner closely with IT, Brand Marketing, Operations, and Finance to develop data-driven, multi-channel lifecycle campaigns across loyalty (Paytronix) and engagement platforms (Braze). This role involves demonstrating a strong passion for problem solving, and a deep understanding of how the brand and customers interact, 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 Journey 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 within Paytronix and multi-step campaigns in Braze to drive member lifecycle frequency and increase incremental sales revenue.
• Utilize data-driven insights to optimize loyalty program performance, offer management and integrate systems with existing CRM platforms.

Execution / Configuration

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

Experimentation

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

Reporting

• Responsible for campaign and initiative reporting/measurement ensuring each campaign has proper controls in place for accurate measur

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