Digital Customer Experience & Loyalty Specialist

BarBurrito Restaurants Inc.; Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

barBURRITO is seeking a Digital Customer Experience & Loyalty Specialist to support CRM, loyalty and digital customer initiatives across Canada and the United States. This hands-on role coordinates campaigns across email, SMS, push notifications, and in-app messaging to drive engagement.

You will work with Brand Managers, Local Store Marketing, and technology teams to craft personalized communications, optimize campaigns, and improve app and website experiences.

Qualifications

• 2-4 years of experience in CRM, loyalty, lifecycle marketing, digital marketing or customer experience.
• Experience using marketing automation, loyalty, mobile app or customer engagement platforms.
• Experience building and executing campaigns across email, SMS or push notifications.

Responsibilities

• Coordinate and execute CRM and loyalty campaign calendars for both brands.
• Build, test and launch segmented campaigns across email, SMS, push notifications and in-app messaging.
• Support onboarding, retention, frequency-building and win-back journeys.

Skills

CRM & Loyalty

Lifecycle marketing

Digital marketing

Customer experience

Campaign management

Tools

Marketing automation platforms

Email/SMS marketing

Job description

barBURRITO and Barrio Burrito Bar are fast-casual, Mexican-inspired restaurant brands dedicated to serving fresh, flavorful, and customizable meals in a fun and welcoming environment. From made-to-order burritos, bowls, and tacos to creative specialty drinks, we focus on quality ingredients, speedy service, and an experience our guests love.

We are more than just restaurants—we’re a team that values collaboration, innovation, and growth. Whether you’re behind the counter, supporting operations, or helping our business run smoothly, you’ll have the opportunity to learn, contribute, and develop your career in a dynamic and supportive environment.

Join us and be part of a team that’s passionate about food, people, and creating memorable experiences every day.

About the Role

The Digital Customer Experience & Loyalty Specialist will support CRM, loyalty and digital customer experience initiatives for BarBurrito in Canada and Barrio Burrito Bar in the United States.

This hands-on role will coordinate and execute customer communications across email, SMS, push notifications and in-app messaging. The Specialist will also support our loyalty programs, mobile apps, websites and digital-ordering experiences, helping increase customer engagement, visit frequency and retention across both brands.

Key Responsibilities

CRM and Loyalty

• Coordinate and execute the CRM and loyalty campaign calendars for both brands.
• Build, test and launch segmented campaigns across email, SMS, push notifications and in-app messaging.
• Support the development of automated onboarding, retention, frequency-building and win-back journeys.
• Help grow loyalty membership, engagement, visit frequency and reward participation.
• Create targeted communications based on customer behaviour, purchase history, location and lifecycle stage.
• Test and optimize audiences, offers, messaging, creative and campaign timing.

Offers and Campaign Activation

• Work with the Brand Managers to execute national loyalty offers supporting major campaigns, limited-time products and brand priorities.
• Partner with the Local Store Marketing team to execute local and regional offers supporting restaurant openings, community initiatives and individual market needs.
• Coordinate app-exclusive offers and personalized promotions.
• Prepare campaign briefs and work with the dedicated Digital Graphic Designer to develop CRM, loyalty, app and digital campaign assets.
• Coordinate the setup, testing, communication and launch of offers across relevant platforms.
• Ensure offer details, terms, creative and platform configurations are accurate before launch.

Mobile App and Digital Experience

• Support the rollout and continued improvement of the BarBurrito and Barrio Burrito Bar mobile apps and digital platforms.
• Coordinate with Technology teams and external vendors on enhancements, testing, issue resolution and platform updates.
• Support customer communication and adoption plans for new app features.
• Monitor customer feedback, app usage and platform performance.
• Identify customer pain points and recommend opportunities to improve the digital experience.

Website and Digital Ordering

• Support improvements to website usability and digital-ordering conversion.
• Help maintain a consistent customer experience across websites, loyalty platforms, mobile apps and online ordering.
• Ensure promotions, loyalty functionality and ordering journeys remain accurate and up to date.
• Coordinate with Technology and platform vendors to resolve customer-facing issues and implement approved enhancements.

Analytics and Reporting

• Work closely with the Business Analyst to evaluate the performance of national, regional and local offers.
• Monitor CRM, loyalty, app, website and digital-ordering performance across both brands.
• Track campaign engagement, conversion, incremental sales, customer retention and visit frequency.
• Support campaign testing and apply performance insights to future communications and offers.
• Prepare clear campaign recaps and recommendations for Marketing, Technology and Operations.

Qualifications

• 2-4 years of experience in CRM, loyalty, lifecycle marketing, digital marketing or customer experience.
• Experience using marketing automation, loyalty, mobile app or customer engagement platforms.
• Experience building and executing campaigns across email, SMS or push notifications.
• Strong organizational, analytical and project-coordination skills.
• Excellent attention to detail and the ability to manage multiple campaigns and deadlines.
• Experience collaborating with creative, analytics and technology teams, as well as external vendors.
• Restaurant, retail, franchise or multi-location experience is an asset.
• Experience supporting Canadian and U.S. markets is an asset.

This is a new role to the team.

Hiring Transparency & AI Disclosure

At barBURRITO, every application is reviewed by a human. AI tools may be used only to organize application information; they do not select, rank, or shortlist candidates.

Equal Opportunity & Accessibility

barBURRITO is an equal opportunity employer committed to creating an inclusive and accessible workplace. We comply with the Ontario Human Rights Code, the Employment Standards Act, and the Accessibility for Ontarians with Disabilities Act (AODA).

Accommodation is available throughout the recruitment process upon request.