The Manager of CRM & Loyalty oversees the strategy, execution & optimization of customer retention & rewards programs. They analyze customer data to design personalized multi-channel campaigns that maximize LTV, brand engagement and long-term loyalty. This Manager develops and executes customer relationship management strategies to enhance customer engagement and loyalty across various channels. This Manager also drives the strategy for customer engagement, focusing on lifecycle marketing, customer retention and Marco's loyalty program. Essential Duties and Responsibilities Develop and implement CRM Strategies to enhance customer engagement & loyalty. Regularly analyze customer data for actionable insights to inform future strategies & improve customer engagement. Develop targeted marketing campaigns, including email, Text and Loyalty programs to improve customer retention and lifetime value. Collaborate with Brand, Product Innovation, Digital Marketing, BI & MTech to align CRM initiatives with broader business goals and ensure seamless execution of campaigns.

Loyalty Program Management:

Oversee the day-to-day operations and strategic evolution of the brand's loyalty program, including tier structures and reward campaigns. Collaborate with BI to develop relevant communications/reporting for franchisees, operations and field marketing teams. Develop campaign KPIs and analyze performance against them to ensure maximum ROI. Knowledge, Skills and Abilities Strong organizational and time management skills Independent thinker with the ability creatively solve problems Strong/clear written and presentation communication skills Ability to support franchisee community to deliver on key result of partner of choice Capable of working with multiple departments and personnel Proficient in CRM platforms, Microsoft Office and other business tools Positive, do what it takes attitude. Thrives in a fast moving and lean team environment. Leadership skills that encourage employees to achieve goals and create a team environment QSR/Fast Casual & Franchise System experience Familiarity with CDPs, Loyalty and email/Text platforms Experience analyzing data to identify actionable insights and campaign optimization Ability to multi-task on multiple programs at any given time Excellent stakeholder management and storytelling skills to present performance findings and campaign strategies to senior leadership Disclaimer Marco's Franchising, LLC is proud to be an Equal Opportunity Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex (including pregnancy), age, national origin or ancestry, disability, genetic information, veteran or military status, sexual orientation, gender identity, or any other protected characteristic under federal, state, or local law. Marco's Franchising, LLC will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and the Americans with Disabilities Act Amendments Act of 2008. Experience Required 4 - 6 years: Previous experience overseeing strategy, execution & optimization of customer retention & rewards programs Education Required Bachelors or better in Marketing or related field Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.