Manager, CRM & Loyalty

Red Roof; Kentucky; On-site; USD 90,000 - 130,000; Full time

Job summary

Red Roof is seeking a Manager, CRM & Loyalty to own the strategy, performance, and evolution of the loyalty program and CRM efforts. You will balance hands-on campaign leadership with high-level strategy and performance ownership, guiding the team and vendors to drive repeat stays and lifetime value.

Responsibilities include managing RediRewards operations, collaborating with Marketing, IT, and Analytics, and presenting campaign results and optimizations to leadership.

Qualifications

• Experience in CRM marketing, lifecycle or loyalty marketing with measurable results.
• Bachelor’s degree in Marketing or related field and 7+ years of marketing experience.
• Strong email marketing and customer segmentation knowledge; familiarity with data privacy in marketing.

Responsibilities

• Oversee day-to-day loyalty marketing program, RediRewards, and operations.
• Lead CRM and loyalty campaigns, collaborating with Marketing and IT.
• Monitor campaign performance and prepare reports with analytics.

Skills

CRM marketing

Loyalty programs

Email marketing

Segmentation

Data analysis

Vendor management

Cross-functional leadership

Education

Bachelor's degree in Marketing or related field

Tools

CRM platform

Job description

The Manager, CRM & Loyalty owns the strategy, performance, and ongoing evolution of Red Roof's Loyalty Marketing Program and CRM efforts, with a focus on driving repeat stays, member engagement, and lifetime value. This role sets the direction for CRM and loyalty, leads key campaigns and initiatives, and is accountable for results. Day-to-day execution support is provided by a CRM Operations Specialist, allowing this role to balance hands‑on campaign leadership with higher-­level strategy, optimization, and performance ownership.

Duties and Responsibilities

• Oversee and manage day-to-day loyalty marketing program, RediRewards, and its operations.
• Serve as the daily point-of-contact with key loyalty marketing vendors (loyalty platform,email platform, incentives, marketplace, consultant/s, designer/s, etc.)
• Ensure consistent brand loyalty message is integrated into all applicable marketing collateral/ communications
• Collaborate closely with colleagues in Marketing and across functions to support loyalty program goals for enrollment, engagement, retention, and satisfaction.
• Advise on appropriate loyalty marketing promotions to meet marketing goals
• Set up and oversee loyalty marketing promotions in Red Roof's loyalty marketing platform
• Monitor loyalty marketing program budget and provide monthly status updates
• Support the Marketing leader with quarterly and annual goal setting through performance analysis
• Prepare loyalty marketing campaign proposals, including presentations to leadership
• Monitor loyalty campaign performance, make adjustments as needed, and prepare campaign summary reports
• Collaborate with Analytics to prepare custom reports or evaluate performance more deeply
• Collaborate with Marketing colleagues on omnichannel campaign planning for loyalty promotions
• Collaborate with IT to troubleshoot loyalty platform issues as needed
• Collaborate with Distribution on member satisfaction practices and issue resolution
• Prepare and distribute internal communications and updates about loyalty marketing campaigns
• Stay informed on crm, loyalty marketing best practices, trends and case studies through industry webinars, conferences or education to serve as the loyalty marketing SME in Red Roof
• Stay informed on competitor crm and loyalty programs
• Evaluate vendors or new opportunities in loyalty marketing
• Manage special projects or initiatives for loyalty marketing as needed/requested
• Manage the brand's strategies for loyalty, brand awareness and sales support
• Collaborate closely with Email Marketing Manager to develop email marketing campaigns to meet loyalty marketing goals
• Manage multiple projects in a collaborative team environment where last minute changes and tight deadlines are critical to success.
• Review and oversee work to ensure it meets Red Roof brand and quality standards.
• Perform other duties as assigned.

Qualifications

Skills and Experience

• Experience in CRM, lifecycle, or loyalty marketing (hospitality industry preferred but not required)
• Experience owning CRM or loyalty campaigns and programs with measurable results
• Strong understanding of email marketing and customer segmentation
• Understanding and application of loyalty marketing best practices
• Excellent verbal and written communication skills are a must, with written fluency in American-style English. Writing samples will be required.
• Demonstrated problem solving and decision‑making skills
• Can demonstrate understanding of loyalty marketing practices, purpose, and how to employ in e‑commerce.
• Can read and interpret analytics reports and key performance indicators for loyalty marketing, email marketing, and e‑commerce KPIs.
• Bachelor's Degree in Liberal Arts, Business, Marketing, Public Relations,
• Communications OR equivalent work experience preferred.
• 7+ years of marketing experience

Knowledge

• Deep understanding of loyalty marketing best practices.
• Knowledge of common email communications regulations and data privacy laws and how they apply to Red Roof.

Work Style

• Ability to work well across departments, influence without authority, navigate complex organizational dynamics
• Demonstrated ability to work in a collaborative team environment and independently
• Detail‑oriented
• Highly organized
• Creative
• Can give constructive feedback to internal reports and external agencies or partners.
• Persistent and curious to solve problems.
• Open to learning and adapting as digital tools and practices evolve.
• Comfortable with digital technology and tools.

Physical Requirements

This is largely a sedentary role; however, moving some boxed material may occasionally be involved. This may require the ability to lift boxes, open storage or filing cabinets and bend or stand as necessary. Physical disabilities would be accommodated.

Direct Reports

This job may directly supervise a Coordinator or Specialist role (if present).