Sr. Manager, Loyalty- CRM

• $120,000 - $130,000 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.

Do you hunger for more? Potbelly Sandwich Shop is looking for friendly and outgoing people who enjoy working in a fast-paced, friendly environment. We are where good vibes and great careers are a way of life! What started as a small antique store in 1977 has become a nationally recognized neighborhood sandwich shop with over 400 locations across the United States. But toasty sandwiches are only as good as the people behind them. And yeah, we've got the best. Ready to join our growing Potbelly Nation? 

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  

**If hired, you must meet and maintain all eligibility requirements to qualify**

Job Summary

General Description

 

The Senior Manager, Loyalty & CRM is responsible for leading the strategy, evolution, and performance of Potbelly’s loyalty and customer engagement ecosystem, driving measurable growth in customer lifetime value, frequency, and retention.

 

This role goes beyond execution to own the vision, roadmap, and optimization of lifecycle marketing, including personalization, segmentation strategy, and omnichannel engagement across email, SMS, push, and in-app messaging. The Senior Manager will lead complex, data-driven initiatives that connect customer behavior, brand strategy, and business outcomes.

 

As a strategic leader and subject matter expert, this role partners cross-functionally with IT, Product, Brand Marketing, Operations, Finance, and external vendors to shape the future of Potbelly’s CRM and loyalty capabilities, leveraging data, experimentation, and emerging technologies (AI/ML) to deliver best-in-class customer experiences.

 

Duties & Responsibilities

 

Responsibilities

Strategic Leadership & Roadmap Ownership

• 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.

Lifecycle Marketing & Campaign Excellence

• 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 or