Director - Loyalty, CRM & Digital Revenue Channels

ReMarkable Career; San Clemente (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

A dynamic marketing agency is seeking a strategic Director of Loyalty, CRM & Digital Revenue Channels to drive customer retention and digital growth. This role leads loyalty programs and manages CRM strategies across email and emerging platforms. The ideal candidate has 7+ years in digital marketing, strong CRM skills, and experience in the restaurant industry. This opportunity is based in San Clemente, California, offering a transformative role in a fast-paced environment.

Qualifications

• 7+ years of experience in CRM, loyalty, lifecycle, or digital marketing.
• Proven success managing loyalty programs (restaurant/QSR preferred).
• Expertise with CRM platforms and lifecycle automation.

Responsibilities

• Lead strategy and execution for loyalty programs.
• Oversee CRM ecosystem from strategy to execution.
• Manage digital ordering and revenue strategy.

Skills

CRM expertise

Data analysis

Project management

Email marketing

Education

Bachelor’s degree in Marketing, Business, or related field

Tools

Klaviyo

Job description

Position Overview

Our client, an innovative brand operating across both restaurant (bowl shops) and CPG/grocery channels, is seeking a strategic and hands-on Director of Loyalty, CRM & Digital Revenue Channels. This leader will drive customer retention, engagement, and digital transaction growth across the company’s omnichannel business.

The role oversees two key loyalty ecosystems — one app-based rewards program for physical store locations and one web-based rewards platform for grocery consumers. It also leads CRM and lifecycle marketing across email and emerging platforms, and owns digital commerce strategy for third-party delivery marketplaces (e.g., DoorDash, Uber Eats, Grubhub) in the restaurant vertical.

The ideal candidate will bring strong vision, technical CRM know-how, and the ability to execute within a fast-paced, cross-functional environment.

Key Responsibilities

1. Loyalty Program Leadership

• Lead strategy and execution for both app- and web-based loyalty programs.
• Own program mechanics end-to-end: rewards structure, earning logic, segmentation, and platform optimization.
• Develop multi-year loyalty roadmaps aligned with in-store traffic goals and CPG sell-through patterns.
• Launch promotions and in-app activations that drive incremental visits and purchases.
• Ensure day-to-day accuracy, seamless redemptions, and smooth digital UX.
• Monitor key KPIs (engagement, repeat visits, LTV, redemption, ROI) and evolve based on performance insights.
• Partner cross-functionally (Operations, IT, Creative) to enhance the loyalty experience.

2. CRM, Email Marketing & Lifecycle Strategy

• Oversee the full CRM ecosystem — from strategy through execution and optimization.
• Build email campaigns and templates (Canva), working closely with creative for brand alignment.
• Manage CRM campaign calendar in sync with launches, promotions, and brand priorities.
• Create automated lifecycle journeys (welcome, onboarding, post-purchase, churn, win-back, loyalty triggers).
• Develop robust segmentation and personalization strategies leveraging first-party and behavioral data.
• Execute ongoing A/B and multivariate testing to improve engagement and conversion.

3. Digital Revenue Channel Management — App + Delivery Marketplaces

• Lead digital ordering and revenue strategy for restaurant locations, including mobile app and third-party marketplaces.
• Optimize ordering flows and ensure promotional visibility to maximize conversion.
• Collaborate with vendors and channel leads on app enhancements, urgency messaging, and loyalty integration.
• Launch app- and marketplace-specific offers and incentives that drive revenue and repeat engagement.
• Analyze channel performance metrics (e.g., impressions, funnel conversion, ROAS, guest satisfaction) and apply findings to future efforts.
• Partner with internal teams to ensure cohesive digital experience and effective execution.

Qualifications

Required

• Bachelor’s degree in Marketing, Business, Communications, or related field.
• 7+ years’ experience in CRM, loyalty, lifecycle, or digital marketing.
• Proven success managing loyalty programs (restaurant/QSR preferred).
• Expertise with CRM platforms and lifecycle automation (Klaviyo required).
• Proficient in data analysis and performance reporting.
• Strong project management and cross-functional collaboration skills.

Preferred

• Background in restaurant, retail, QSR, or multi-location brands.
• Familiarity with loyalty platforms (e.g., Rediem, PAR Punchh) a plus.
• Experience managing third-party delivery partnerships and off-premise operations.