Manager, Loyalty - CRM
Potbelly Sandwich Works, Chicago, IL, United States
100% Remote in the United States—residing in the Midwest highly preferred. Potbelly does not support remote work from Alaska, California, or Hawaii. Applicants must be able to perform the role from a state not listed above at the time of hire and for the duration of employment.
Compensation: $100,000–$120,000 plus an annual bonus.
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.
Job Summary The Loyalty / CRM Manager leads 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.
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.
Produce campaign briefs and ensure they are shared across the organization, updated and redistributed as needed until launch.
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 proper controls for accurate measurement and analysis.
Present results and recommendations for the next iteration to leadership for approval.
Serve as subject matter expert and provide documentation (particularly on journeys) and aggregate loyalty program performance.
Project Management
Work across agency partners and internal cross‑functional teams (Brand, Innovation, Operations, Finance, IT) to ensure proper messaging, timing, and execution of multi‑channel campaigns.
Collaborate with IT and Martech partners and vendors to identify and execute channel optimizations and data management.
Work with IT, Product, POS and Digital teams to improve customer data, customer UX/UI, and reduce customer friction, data integrity risk, and fraud risk.
Qualifications
Education:
Bachelor’s degree in business-related field preferred; MBA preferred.
Fields of Experience:
Retail, Ecommerce, Agency/Martech, QSR, Food & Beverage, Hospitality, or Consumer Goods.
Behavioral Competencies:
Self‑starter, strong passion for problem solving, inquisitive, go‑getter, results‑driven, adaptable, highly organized, excellent communicator, collaborative, and balanced analytical‑strategic thinking.
Required Experience:
Braze certified with 2–3+ years in journey design and orchestration across omni‑channel marketing.
3+ years in CRM platforms (Punchh, Paytronix, Cheetah, OlO, Toast) leading segmentation, offer management, and multi‑step journey automation.
Extensive testing and development of use cases and learning plans for ongoing iterative testing.
3 years project management experience.
Experience implementing AI/ML engine recommendations is a plus.
Strong grasp of digital CRM & loyalty marketing trends, insights, and engagement tools.
Roadmap development and management; information architecture (customer data) management.
Vendor relationship management.
At Potbelly, we are committed to creating a welcoming and respectful environment where individuals are valued for their unique perspectives, backgrounds, and strengths. All employment decisions are based on qualifications, merit, and business need.
We’re an equal‑opportunity employer. Each applicant will be considered for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, veteran status, or any other basis protected by applicable federal, state, or local law.
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Compensation: $100,000–$120,000 plus an annual bonus.
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.
Job Summary The Loyalty / CRM Manager leads 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.
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.
Produce campaign briefs and ensure they are shared across the organization, updated and redistributed as needed until launch.
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 proper controls for accurate measurement and analysis.
Present results and recommendations for the next iteration to leadership for approval.
Serve as subject matter expert and provide documentation (particularly on journeys) and aggregate loyalty program performance.
Project Management
Work across agency partners and internal cross‑functional teams (Brand, Innovation, Operations, Finance, IT) to ensure proper messaging, timing, and execution of multi‑channel campaigns.
Collaborate with IT and Martech partners and vendors to identify and execute channel optimizations and data management.
Work with IT, Product, POS and Digital teams to improve customer data, customer UX/UI, and reduce customer friction, data integrity risk, and fraud risk.
Qualifications
Education:
Bachelor’s degree in business-related field preferred; MBA preferred.
Fields of Experience:
Retail, Ecommerce, Agency/Martech, QSR, Food & Beverage, Hospitality, or Consumer Goods.
Behavioral Competencies:
Self‑starter, strong passion for problem solving, inquisitive, go‑getter, results‑driven, adaptable, highly organized, excellent communicator, collaborative, and balanced analytical‑strategic thinking.
Required Experience:
Braze certified with 2–3+ years in journey design and orchestration across omni‑channel marketing.
3+ years in CRM platforms (Punchh, Paytronix, Cheetah, OlO, Toast) leading segmentation, offer management, and multi‑step journey automation.
Extensive testing and development of use cases and learning plans for ongoing iterative testing.
3 years project management experience.
Experience implementing AI/ML engine recommendations is a plus.
Strong grasp of digital CRM & loyalty marketing trends, insights, and engagement tools.
Roadmap development and management; information architecture (customer data) management.
Vendor relationship management.
At Potbelly, we are committed to creating a welcoming and respectful environment where individuals are valued for their unique perspectives, backgrounds, and strengths. All employment decisions are based on qualifications, merit, and business need.
We’re an equal‑opportunity employer. Each applicant will be considered for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, veteran status, or any other basis protected by applicable federal, state, or local law.
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