Sr. Manager, Loyalty- CRM

• $125,000 - $135,000 base salary range + annual bonus potential!
• 100% remote in the United States, however, 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.

• Own and evolve the loyalty and CRM strategy, including lifecycle marketing vision, personalization strategy, and long-term roadmap.
• Develop and manage a multi-year testing and learning agenda to continuously improve customer engagement and lifetime value.
• Identify and prioritize high-impact opportunities across acquisition, onboarding, engagement, retention, and reactivation.

• Oversee the design and execution of complex, automated lifecycle journeys across Paytronix, Braze, and other engagement platforms.
• Lead audience strategy, segmentation frameworks, and offer optimization to drive incremental revenue and behavior change.
• Ensure seamless orchestration of omnichannel campaigns across email, SMS/MMS, push, and in-app messaging.

• Establish and monitor KPIs and success metrics (LTV, frequency, retention, conversion, ROI).
• Lead advanced experimentation strategies (A/B, multivariate testing) and translate insights into scalable improvements.
• Partner with analytics and data teams to enhance customer data architecture, segmentation, and predictive modeling.

• Serve as the primary liaison between Marketing, IT, Product, POS, and Operations to align on priorities and execution.
• Influence stakeholders at all levels to drive adoption of CRM strategies and initiatives.
• Collaborate with agency and vendor partners to deliver innovative, best-in-class engagement solutions.

• Own relationships with CRM and loyalty vendors (e.g., Paytronix, Braze), ensuring platforms are fully optimized and scalable.
• Partner with IT and Product to improve data integrity, system integrations, and customer experience (UX/UI).
• Identify and implement emerging technologies, including AI/ML-driven personalization and automation.

• Potentially lead and develop CRM/Loyalty team members, fostering a culture of innovation, accountability, and continuous improvement.
• Establish best practices, documentation, and governance for campaign execution and lifecycle management.
• Act as a center of excellence for CRM and loyalty across the organization.

• Ensure campaigns are executed with precision, accuracy, and compliance, including QA, audience validation, and reporting.
• Oversee development and distribution of campaign briefs and documentation across stakeholders.
• Provide escalation support and troubleshooting for customer engagement and loyalty-related issues.

• Bachelor’s degree in Business, Marketing, or related field required
• MBA or advanced degree preferred

• 6–8+ years of experience in CRM, loyalty, lifecycle marketing, or related roles
• Proven experience owning CRM/loyalty strategy and roadmap development
• Deep expertise in marketing automation platforms (Braze required; Paytronix or similar strongly preferred)
• Extensive experience in audience segmentation, journey orchestration, and offer strategy
• Demonstrated success leading testing and optimization programs at scale
• Experience working in QSR, retail, ecommerce, hospitality, or consumer brands

• Strong understanding of customer data architecture, personalization, and martech ecosystems
• Experience with AI/ML-driven marketing, predictive modeling, or recommendation engines preferred
• Proficiency in analytics, reporting, and translating data into actionable insights
• Strong project management and roadmap planning capabilities

• Strategic thinker with strong business acumen and growth mindset
• Exceptional communication and stakeholder influence skills
• Ability to lead through ambiguity and drive change across cross-functional teams
• Highly collaborative with a bias for action and results
• Passion for customer experience, brand building, and innovation

At Potbelly, we are committed to creating a welcoming and respectful environment where individuals are valued for their unique perspectives, backgrounds, and strengths. We believe that inclusion, collaboration, and mutual respect enhance the way we serve our customers and work together as a team. 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.

Application Deadline: Applications must be submitted by [7/31/2026] to be considered for this position. The posting may close earlier if a suitable candidate is selected before the deadline.