Senior Manager Loyalty and Lifecycle

The Senior Manager Loyalty Lifecycle Strategy is responsible for managing and optimizing the always on lifecycle journeys and planned campaigns for our SG Rewards members.  You will also own the strategy and measurement structure around owned channel communication (inclusive of email, push, SMS, and in app messaging). In this role, you will guide internal and external stakeholders to optimize segmentation, offer targeting, and discounts/rewards and continually refine your approach using your deep understanding of measurement and data.  You will own the learning agenda to ensure continued optimization of discount dollars, and have a deep understanding of how Lifecycle impacts the broader marketing picture.  You will also be responsible for our digital customers’ end to end lifecycle communications, mapping and understanding customer journeys and continuing to optimize communication touch points.

Key Responsibilities

• Drive customer retention and loyalty through meaningful, relevant lifecycle communications and offers.
• Develop reporting capabilities against all offers and communications.  Make recommendations on optimizing future strategy.
• Leverage data and analytics skills to deeply understand incrementality of communications and campaigns.  Create reporting structure to communicate campaign success as it relates to incremental behavior, incremental revenue, and ROI of spend.
• Develop customer journey maps to understand opportunities for marketing messages, offers, etc.  Continually refine strategy to optimize customer acquisition, trial, and retention.
• Own test and learn plan across Lifecycle.  Plan and prioritize a learning agenda inclusive of creative/subject line testing, offer testing, segmentation testing, etc.
• Partner with broader marketing team on campaign strategies to support other customer journeys and objectives, like new restaurant awareness and trial
• Provide insights and actionable recommendations to key partners to help influence and steer campaigns.
• Lead marketing technology requests and requirements for future lifecycle capability needs, stemming from opportunities identified through rigorous understanding of customer journey and current points of friction.

Drive Business Results

• Increase customer LTV
• Drive engagement throughout funnel (communication opens/engagement/offer redemption)
• Acquire and retain more digital customers
• Drive incremental revenue
• Increase marketing discount ROI
• Maintain/Reduce unsubscribe rates across channels
• Optimize owned channel engagement

The Ideal Background:

• 5+ years of CRM and Lifecycle management experience
• Data oriented - demonstrated ability to develop and present data-driven recommendations successfully. Passion for data and how it is changing industry.
• Financial acumen - knowledge of financial modeling and how to apply results to broader business context
• Strategic - ability to translate data and detail oriented customer results into leadership level strategy
• Communication and collaboration - ability to clearly articulate business goals and priorities; able to lead cross functionally to move work forward
• Entrepreneurial - self starter and can work independently with minimal oversight
• Curious - strong quantitative, analytical and problem solving skills; comfortable sorting through ambiguity and can ask the right questions to get to the most relevant information
• Attention to detail - Inherent ability to organize and prioritize

Nice to Have:

• Knowledge and/or hands on experience with MarTech platforms (Braze, Cheetah Digital, SessionM) and machine learning players (Dynamic Yield, Monetate)
• Loyalty program strategy and management
• Familiarity with inbound decisioning concepts like Next Best Action (NBA) or Next Best Offer (NBO) and how to realize them to drive strategic objectives

What you'll get:

• Highly competitive pay + bonus plan
• Three different medical plans to suit your and your family's needs
• Dental and Vision insurance
• Flexible PTO plan
• 401k program
• Employee HSA and FSA
• Complimentary greens
• An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
• To live the sweetlife and celebrate your passion + purpose
• A collaborative team of people who live our core values and have your back
• A clear career path with opportunities for development, both personally and professionally
• Free sweetgreen swag

 

Come join the sweetlife!

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