Director - Loyalty, CRM & Digital Revenue Channels

Director - Loyalty, CRM & Digital Revenue Channels Location: Southern California (Hybrid or Remote) Reports To: VP, Integrated Marketing Position Overview Our client, an innovative brand operating across both restaurant (bowl shops) and CPG/grocery channels, is seeking a strategic and hands-on Director of Loyalty, CRM & Digital Revenue Channels. This leader will drive customer retention, engagement, and digital transaction growth across the company’s omnichannel business. The role oversees two key loyalty ecosystems — one app-based rewards program for physical store locations and one web-based rewards platform for grocery consumers. It also leads CRM and lifecycle marketing across email and emerging platforms, and owns digital commerce strategy for third-party delivery marketplaces (e.g., DoorDash, Uber Eats, Grubhub) in the restaurant vertical. The ideal candidate will bring strong vision, technical CRM know-how, and the ability to execute within a fast-paced, cross-functional environment. Key Responsibilities 1. Loyalty Program Leadership • Lead strategy and execution for both app- and web-based loyalty programs. • Own program mechanics end-to-end: rewards structure, earning logic, segmentation, and platform optimization. • Develop multi-year loyalty roadmaps aligned with in-store traffic goals and CPG sell-through patterns. • Launch promotions and in-app activations that drive incremental visits and purchases. • Ensure day-to-day accuracy, seamless redemptions, and smooth digital UX. • Monitor key KPIs (engagement, repeat visits, LTV, redemption, ROI) and evolve based on performance insights. • Partner cross-functionally (Operations, IT, Creative) to enhance the loyalty experience. 2. CRM, Email Marketing & Lifecycle Strategy • Oversee the full CRM ecosystem — from strategy through execution and optimization. • Build email campaigns and templates (Canva), working closely with creative for brand alignment. • Manage CRM campaign calendar in sync with launches, promotions, and brand priorities. • Create automated lifecycle journeys (welcome, onboarding, post-purchase, churn, win-back, loyalty triggers). • Develop robust segmentation and personalization strategies leveraging first-party and behavioral data. • Execute ongoing A/B and multivariate testing to improve engagement and conversion. 3. Digital Revenue Channel Management — App + Delivery Marketplaces • Lead digital ordering and revenue strategy for restaurant locations, including mobile app and third-party marketplaces. • Optimize ordering flows and ensure promotional visibility to maximize conversion. • Collaborate with vendors and channel leads on app enhancements, urgency messaging, and loyalty integration. • Launch app- and marketplace-specific offers and incentives that drive revenue and repeat engagement. • Analyze channel performance metrics (e.g., impressions, funnel conversion, ROAS, guest satisfaction) and apply findings to future efforts. • Partner with internal teams to ensure cohesive digital experience and effective execution. Qualifications Required • Bachelor’s degree in Marketing, Business, Communications, or related field. • 7+ years’ experience in CRM, loyalty, lifecycle, or digital marketing. • Proven success managing loyalty programs (restaurant/QSR preferred). • Expertise with CRM platforms and lifecycle automation (Klaviyo required). • Hands-on email creation experience (Canva, HTML/CSS a plus). • Proficient in data analysis and performance reporting. • Strong project management and cross-functional collaboration skills. Preferred • Background in restaurant, retail, QSR, or multi-location brands. • Familiarity with loyalty platforms (e.g., Rediem, PAR Punchh) a plus. • Experience managing third-party delivery partnerships and off-premise operations. Apply tot his job