Senior Director, Loyalty and Channel Marketing
Shake Shack, Atlanta, GA, United States
Senior Director of Loyalty and Channel Marketing
Preferred Locations New York Support Center (225 Varick St. New York, NY) Atlanta, GA Support Center (2 Ballpark Center, 800 Battery Ave SE Atlanta, GA)
We are seeking a dynamic and strategic professional to join Shake Shack as the Senior Director of Loyalty and Channel Marketing. This role is responsible for building and growing our Shake Shack Loyalty Program, overseeing our CRM and Lifecycle channels, and managing our Delivery services across both first-party
ative channels and third-party platforms. The role will focus on acquiring new loyalty guests, increasing transaction volume, enhancing customer engagement, and building a strong brand presence in the delivery and digital ordering space.
The right candidate has led a large-scale loyalty program in the on-premise retail space (preferably QSR) and has developed integrated marketing strategies that promote delivery options, foster customer loyalty, and support business growth. They will work cross‑functionally to create compelling campaigns, optimize channel performance, and ensure a seamless customer experience that aligns with Shake Shack’s brand values. They have managed and led cross‑functional teams, with a growth mindset and ambition to scale programs. They have strong interpersonal and account management skills, analytical capabilities and strategic acumen.
Job Responsibilities
Build and deploy a best-in-class Loyalty program across Shake Shack’s own channels – integrate existing offer and CRM touchpoints to create a Lifecycle based approach to Loyalty. Scale the program with key acquisition levers and strategies while building strong incentives for guest retention into the program
Lead the holistic strategy in Delivery (both first and third party) to drive growth and sales. Identify and execute key opportunities across advertising, promotions, product and activations. Analyze sales data, market trends, and competitive activity to identify opportunities for growth and differentiation
Oversee CRM and Lifecycle marketing programs, inclusive of our promotional calendar, email and push marketing programs and strategies. Build a guest segmentation strategy that drives both acquisition and retention
Drive our channel marketing strategy, including the gift card program (both digital and physical) in our first and third party channels. Develop compelling promotions, campaigns and B2B partnerships
Minimum Qualifications
Proven success in developing and executing a loyalty program, preferably within QSR, fast‑casual, or related sectors
Strong understanding of digital marketing tools, CRM, analytics, and performance metrics
Excellent project management skills, with the ability to manage multiple campaigns and initiatives simultaneously
Digital marketing, channel marketing, or hospitality/foodservice marketing with a focus on digital channels
Gift card management experience a plus
Bachelor's Degree in Marketing, Communications, or related field
8-10 years work experience
4-6 years supervisory experience
Preferred Qualifications
Experience building and launching a best-in-class loyalty program
Priority on previous experience in QSR - either on the restaurant side or Delivery partner (DoorDash, Uber, or GrubHub)
Strong negotiations and relationship management skills with external partners and media vendors
Management consulting, investment banking, or strategic agency management a plus
Master's Degree; MBA or similar graduate degree preferred
10+ years work experience
4-6 years supervisory experience
Benefits
Weekly Pay and Performance bonuses
Shake Shack Meal Discounts
Exclusive corporate discounts for travel, electronics, wellness, leisure activities and more
Medical, Dental, and Vision Insurance*
Employer Paid Life and Disability Insurance*
401k Plan with Company Match*
Paid Time Off*
Paid Parental Leave*
Access to Employee Assistance Program on Day 1
Pre‑Tax Commuter and Parking Benefits
Flexible Spending and Dependent Care Accounts*
Development and Growth Opportunities
Eligibility criteria applies
All qualified applicants will receive consideration for employment without regard to any protected characteristic, including race, color, ancestry, national origin, religion, creed, age, disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.
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Preferred Locations New York Support Center (225 Varick St. New York, NY) Atlanta, GA Support Center (2 Ballpark Center, 800 Battery Ave SE Atlanta, GA)
We are seeking a dynamic and strategic professional to join Shake Shack as the Senior Director of Loyalty and Channel Marketing. This role is responsible for building and growing our Shake Shack Loyalty Program, overseeing our CRM and Lifecycle channels, and managing our Delivery services across both first-party
ative channels and third-party platforms. The role will focus on acquiring new loyalty guests, increasing transaction volume, enhancing customer engagement, and building a strong brand presence in the delivery and digital ordering space.
The right candidate has led a large-scale loyalty program in the on-premise retail space (preferably QSR) and has developed integrated marketing strategies that promote delivery options, foster customer loyalty, and support business growth. They will work cross‑functionally to create compelling campaigns, optimize channel performance, and ensure a seamless customer experience that aligns with Shake Shack’s brand values. They have managed and led cross‑functional teams, with a growth mindset and ambition to scale programs. They have strong interpersonal and account management skills, analytical capabilities and strategic acumen.
Job Responsibilities
Build and deploy a best-in-class Loyalty program across Shake Shack’s own channels – integrate existing offer and CRM touchpoints to create a Lifecycle based approach to Loyalty. Scale the program with key acquisition levers and strategies while building strong incentives for guest retention into the program
Lead the holistic strategy in Delivery (both first and third party) to drive growth and sales. Identify and execute key opportunities across advertising, promotions, product and activations. Analyze sales data, market trends, and competitive activity to identify opportunities for growth and differentiation
Oversee CRM and Lifecycle marketing programs, inclusive of our promotional calendar, email and push marketing programs and strategies. Build a guest segmentation strategy that drives both acquisition and retention
Drive our channel marketing strategy, including the gift card program (both digital and physical) in our first and third party channels. Develop compelling promotions, campaigns and B2B partnerships
Minimum Qualifications
Proven success in developing and executing a loyalty program, preferably within QSR, fast‑casual, or related sectors
Strong understanding of digital marketing tools, CRM, analytics, and performance metrics
Excellent project management skills, with the ability to manage multiple campaigns and initiatives simultaneously
Digital marketing, channel marketing, or hospitality/foodservice marketing with a focus on digital channels
Gift card management experience a plus
Bachelor's Degree in Marketing, Communications, or related field
8-10 years work experience
4-6 years supervisory experience
Preferred Qualifications
Experience building and launching a best-in-class loyalty program
Priority on previous experience in QSR - either on the restaurant side or Delivery partner (DoorDash, Uber, or GrubHub)
Strong negotiations and relationship management skills with external partners and media vendors
Management consulting, investment banking, or strategic agency management a plus
Master's Degree; MBA or similar graduate degree preferred
10+ years work experience
4-6 years supervisory experience
Benefits
Weekly Pay and Performance bonuses
Shake Shack Meal Discounts
Exclusive corporate discounts for travel, electronics, wellness, leisure activities and more
Medical, Dental, and Vision Insurance*
Employer Paid Life and Disability Insurance*
401k Plan with Company Match*
Paid Time Off*
Paid Parental Leave*
Access to Employee Assistance Program on Day 1
Pre‑Tax Commuter and Parking Benefits
Flexible Spending and Dependent Care Accounts*
Development and Growth Opportunities
Eligibility criteria applies
All qualified applicants will receive consideration for employment without regard to any protected characteristic, including race, color, ancestry, national origin, religion, creed, age, disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.
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