CRM & Loyalty Manager

MP Management #3, LLC; Toledo, Northern (OH, KY); Hybrid; USD 88,000 - 95,000; Full time

Job summary

Marco’s Franchising, LLC seeks a Manager of CRM & Loyalty to lead the strategy, execution and optimization of customer retention and rewards programs. You will analyze data to design personalized, multi-channel campaigns that maximize LTV and brand engagement across channels.

The role focuses on lifecycle marketing, customer retention and Marco’s loyalty program, driving cross-functional collaboration with Brand, Digital Marketing, BI and Operations.

Qualifications

• Bachelor’s degree in Marketing or related field required.
• 4–6 years: experience overseeing strategy, execution and optimization of customer retention and rewards programs.
• Proficient in CRM platforms, data analysis and cross-functional collaboration.

Responsibilities

• Develop CRM strategies to enhance customer engagement and loyalty.
• Analyze customer data for actionable insights to inform future strategies and improve engagement.
• Develop targeted marketing campaigns (email, text, loyalty programs) to improve retention and LTV.
• Collaborate with Brand, Product Innovation, Digital Marketing, BI & MTech to align CRM initiatives with business goals.
• Oversee day-to-day operations and evolution of the brand's loyalty program, including tier structures and rewards campaigns.
• Develop communications/reporting for franchisees, operations and field marketing teams.
• Establish campaign KPIs and analyze performance to maximize ROI.

Skills

Organizational skills

Independent thinker

Communication

Stakeholder management

Leadership

Multi-tasking

Education

Bachelor's degree in Marketing or related field

Tools

CRM platforms

Microsoft Office

CDPs and loyalty tools

Job description

• Pay or shift range: $87,738 USD to $95,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.
• Marketing
• Full-Time
• Requisition #: CRMLO001184

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
• 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.

Travel Required

Yes . Travel is required several times per year, roughly 10%.

Qualifications

Education

Required

Bachelors or better in Marketing or related field.

Experience

Required

4-6 years: Previous experience overseeing strategy, execution & optimization of customer retention & rewards programs

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.