Manager Loyalty & Customer Engagement

Sarku Japan; Phoenix (AZ); Presencial; USD 80.000 - 110.000; Jornada completa

Descripción de la vacante

Sarku Japan is seeking a hands-on Loyalty & Customer Engagement Manager to drive day-to-day loyalty program operations and growth across email, SMS, and push/in-app channels. You will partner with the VP of Digital Marketing to convert unknown guests into known, active members and to lift activation, frequency, and retention with data-driven insights.

You will own lifecycle journeys, build segmentation, and ensure on-brand messaging with strong offers.

Formación

• 3–5 years of loyalty, CRM, or customer engagement experience.
• Strong analytical skills to interpret performance and drive actions.
• Comfortable operating cross-functionally in a fast-paced environment; strong project management.
• PAR Punchh experience preferred (offer setup/QA/reporting and basic program administration).

Responsabilidades

• Own day-to-day loyalty program operations and optimization.
• Manage lifecycle journeys (email/SMS/push) with segmentation and personalization.
• Improve known guest growth through data capture initiatives.
• Track loyalty metrics and define dashboards; translate results into actions.
• Collaborate with Ops, IT, Customer Care, and vendors to ensure smooth loyalty across channels.

Conocimientos

Loyalty program management

CRM & lifecycle marketing

Data analytics

Cross-functional collaboration

Project management

Herramientas

Punchh

GA4

CRM software

Descripción del empleo

Overview

The Loyalty & Customer Engagement Manager is a hands-on, data-driven role responsible for day-to-day management and growth of our loyalty program and customer engagement strategy (email, SMS, push/in-app).

This role partners closely with the VP of Digital Marketing to execute a customer engagement plan that converts unknown to known to loyal guests and drives measurable increases in member growth, activation, frequency, and retention. This role is key to bringing the next generation of loyalty and customer data activation to life.

Essential Responsibilities

Manager Loyalty & Customer Engagement is accountable for the following essential responsibilities:

• Loyalty Program Management (End-to-End): Own day-to-day loyalty program operations: offer setup, QA, launch execution, and ongoing optimization. Plan & manage the loyalty calendar and coordinate key launches with marketing, operations, and finance. Build and maintain a test-and-learn roadmap to continually strengthen our offer strategy, value strategy, and segmentation strategy. Support loyalty product enhancements by translating business needs into requirements and working with internal teams/vendors.
• Customer Engagement & Lifecycle (Email/SMS/Push): Manage our loyalty platform and execute lifecycle journeys across onboarding, activation, retention, and win-back. Build segmentation and targeting to improve personalization efforts and performance (new vs. lapsed vs. high frequency, etc.). Partner with creative/brand to ensure messaging is on-brand and clear, with strong offers and CTAs.
• Customer Data Capture & Growth of Known Guests: Improve member acquisition and “known guest” growth through improving and innovating new data capture moments. Help define what data we collect and how it's used to drive personalization and smarter offers.
• Analytics & Reporting: Track and report weekly/monthly loyalty performance and campaign results. Help define KPIs and dashboards; turn results into actions (what to scale, refine, or stop). Monitor offer economics (redemption rate, effective discount rate, trade-down risk) and recommend guardrails.
• Cross-Functional & Vendor Management: Partner with Ops, IT, Customer Care, and vendors to ensure loyalty works smoothly across app, online ordering, and in-store. Coordinate troubleshooting and issue resolution to protect guest experience.

Qualifications

Minimum qualifications include:

• 3–5 years of experience in loyalty, CRM, lifecycle marketing, or customer engagement (QSR/restaurant, retail, or hospitality preferred).
• Strong analytical skills (can interpret performance, spot patterns, recommend next actions).
• Comfortable operating cross-functionally in a fast-paced environment; strong project management.
• PAR Punchh experience preferred (offer setup/QA/reporting and basic program administration).

Leadership Expectations

The Manager Loyalty & Customer Engagement is expected to model functional leadership and reinforce a people-first culture.

• Comfortable operating cross-functionally in a fast-paced environment; strong project management.
• Partners with Ops, IT, Customer Care, and vendors to ensure loyalty works smoothly across channels; coordinates troubleshooting to protect guest experience.
• Highly detail-oriented with strong project management and follow-through; able to manage multiple workstreams.

Knowledge and Experience

The role requires advanced knowledge, strong functional expertise, and sound judgment across the following areas:

• Experience executing campaigns across email/SMS/push and managing a promotional calendar.
• Familiarity with app + online ordering ecosystems and how loyalty integrates into them.

Physical Requirements

Primarily an office-based role requiring extended periods of sitting and computer use. Occasional standing and walking during restaurant site visits. Ability to travel by car or air for field visits and partner/vendor meetings, including occasional international travel.

Working Conditions

The Manager Loyalty & Customer Engagement works primarily in a corporate office environment, with periodic travel.

• Periodic (10-20%) travel is required to visit restaurants, meet with vendors, and support initiatives across locations.

Equal Employment Opportunity

Sarku Japan strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, veteran status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.

Founded in 1987, Sarku Japan began with four entrepreneurs who saw an opportunity to introduce Japanese teppanyaki cooking to the United States. Starting with a single location in the Liberty Tree Mall in Boston, Massachusetts, they built the company through hard work, shared responsibility, and a commitment to continuous improvement.
From the beginning, the vision was simple: serve fresh, made-to-order meals cooked directly in front of customers while delivering an experience that stood apart from traditional food court dining. Through energy, showmanship, and quality, Sarku Japan quickly built a loyal customer following.
The early years required determination, long hours, and an unwavering belief in the brand. As the company grew throughout the Northeast, Florida, Texas, and eventually across the country, the founders stayed committed to the philosophy of Kaizen — continuous improvement. That mindset continues to shape how we operate today, from refining recipes and operations to investing in our people and guest experience.
Today, Sarku Japan has grown into a nationally recognized brand with locations across the United States, including shopping centers, street-front restaurants, and military bases. While we have grown significantly since 1987, our commitment to quality, teamwork, innovation, and growth remains at the center of everything we do.