CRM & Loyalty Manager

Marco's Pizza (Marco's Franchising, LLC); Toledo (OH); On-site; USD 85,000 - 115,000; Full time

Job summary

Marco’s Franchising, LLC is seeking a Manager of CRM & Loyalty to lead customer retention and rewards strategy. You will analyze data, design personalized, multi-channel campaigns, and drive loyalty initiatives to maximize lifetime value and brand engagement.

The role requires coordinating with Brand, Product Innovation, Digital Marketing, BI and MTech to ensure CRM programs align with business goals and deliver measurable ROI across franchise networks.

Qualifications

• 4 - 6 years: Previous experience overseeing strategy, execution & optimization of customer retention & rewards programs
• Bachelor's degree in Marketing or related field

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.

Skills

CRM strategy

Data analysis

Campaign management

Cross-functional collaboration

Stakeholder management

Leadership

Communication skills

Franchise system experience

CDP familiarity

Problem solving

Education

Bachelor's degree in Marketing or related field

Tools

CRM platforms

Microsoft Office

Job description

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

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 notice from the Department of Labor.

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.