Manager of Loyalty & Customer Experience Programs

ButcherBox; Watertown (MA); Hybrid; USD 112,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Annual bonus

Unlimited PTO

Learning & Development stipend

Free monthly ButcherBox

Job summary

ButcherBox is seeking a Manager of Loyalty & CX Programs in Watertown, MA. Hybrid role—2 days in office with travel 10–20%. Lead the Sizzle Society and related concierge, gifting, and events programs to delight members and drive business impact.

You'll own strategy, measurement, and cross-functional collaboration across product, marketing, CX, and analytics to scale engagement and value for members.

Qualifications

• 5+ years of loyalty/membership/ CX program experience in e‑commerce or DTC.
• Experience designing and running programs end-to-end (strategy + operations).
• Strong analytics: test/control, incrementality, ROI & data-driven decisions.
• Genuine hospitality instincts and attention to detail.
• Experience managing vendors/agencies/contractors incl. budgets.
• Collaborate with many teams; build cross-functional alignment.
• Comfort using AI tools daily to enhance personalized service.
• Thrives in a lean, fast-moving environment with ambiguity.

Responsibilities

• Loyalty program strategy and end-to-end operations for Sizzle Society.
• Define and scale concierge for top-tier members and channels.
• Gifting, recognition, and events; premium member experiences.
• Measure program ROI; partner with analytics for insights.
• Manage contractors and vendor relationships; budget ownership.
• Coordinate across product, marketing, CX, brand, and analytics.

Skills

Loyalty design

Program operations

Analytics ROI

Hospitality mindset

Vendor management

Collaboration

AI tools usage

Adaptability

Tools

Yotpo

Smile

Antavo

Talon One

Job description

Who We Are

ButcherBox is a certified B Corp headquartered in Boston, and honored to be celebrating our fourth year in a row on Inc.'s list of Best Workplaces. At ButcherBox, we believe in better. That’s why we deliver 100% grass-fed, grass-finished beef, free-range organic chicken, pork raised crate-free, and wild-caught seafood directly to our members’ doors. All of our products are humanely raised or wild-caught and never given antibiotics or added hormones ever. We’re working to build a world that’s better for all, and we’re inviting everyone to come along. For us, better means treating our planet with respect. It means improving the lives of animals and the livelihoods of farmers. It means never cutting corners when it comes to doing business. Ultimately, it means better meals, enjoyed together. Our team is made up of people who collaborate and support one another. We’re always looking for outstanding people to join our mission!

About the Position

Department: Digital & Customer Experience

Reports To: Vice President of Digital & Customer Experience

Location: Watertown, MA (hybrid - 2 days a week in office, plus travel as needed)

Compensation: $112,00-120,000 + annual bonus

Travel: 10-20%

Our best members are the heart of ButcherBox, and we've built a set of programs to celebrate them — including Sizzle Society, our loyalty program, winner of Best Loyalty Program at the 2025 Modern Retail Awards. We're looking for a Manager of Loyalty & CX Programs to own this portfolio: the loyalty program and its tiers, our concierge and high-touch member services, and the gifting, recognition, and event programs that make membership feel special.

This is a builder-operator role. The programs have proven they can delight members and drive real business results; your job is to take them to the next level — sharpening the strategy, strengthening how we measure impact, and scaling what works. You'll collaborate with teams across the company and be the single accountable owner for how ButcherBox invests in its most loyal members.

What You’ll Own

• Loyalty program strategy and operations — own the Sizzle Society program end-to-end: tier structure, benefits, rewards economics, and the roadmap for where the program goes next.
• Concierge and high-touch member services — define and scale our concierge model for top-tier members: who we contact, when, and through which channels, and how the service grows sustainably.
• Gifting, recognition, and events — run our surprise-and-delight, milestone gifting, and member recognition programs, along with premium member experiences and events.
• Program measurement and ROI — partner with Business Analytics on measurement: test-and-control design, incrementality reads, and clear program-level economics that guide where we invest.
• Vendor and partner management — manage the contractors, vendors, and tools that power these programs, including budget ownership and performance reviews.
• Cross-functional coordination — partner with product, merchandising, marketing/CRM, customer support, insights, brand, fulfillment, and analytics to bring member programs to life across every touchpoint.

What You’ll Bring

• 5+ years of experience in loyalty, membership, lifecycle, or customer experience programs, ideally in e-commerce, subscription, or DTC.
• A track record of both designing programs and running them day-to-day — strategy and operations, not one or the other.
• Strong analytical skills: comfort with test-and-control design, incrementality, and ROI analysis, and a habit of letting the data guide investment decisions.
• Genuine hospitality instincts — you care how a member feels opening a gift or receiving a personal note, and you sweat those details.
• Experience managing vendors, agencies, or contractors, including budgets.
• Strong collaboration and stakeholder management skills; you bring partners along and build alignment across teams.
• Comfort using AI tools in your day-to-day work and curiosity about how they can extend personalized service.
• Ability to thrive in a lean, fast-moving environment with plenty of ambiguity.

Nice to Have:

• Experience with loyalty platforms (e.g., Yotpo, Smile, Antavo, Talon OneYotpo, Smile, Antavo, Talon One platforms).
• Experience running experiential or event-based member programs.
• Familiarity with subscription retention and lifecycle dynamics.

What We Offer

Our Values

We are a mission-driven company and strive to embody our values in every step of the process. ButcherBox is driven by relentless improvement, accountability, humility, and customer obsession. We want our workplace to be one of growth and learning where everyone can be safe/comfortable to show up as their authentic self to work. Anyone who loves our products and goals is welcome here! We are proud to be an equal opportunity employer aspiring to incite positive change in the pastures, the fulfillment centers, the office, and the world.

Benefits

• Health: medical, dental, vision, and life insurance, an employer-funded HSA, and short & long-term disability benefits
• Financial: 401(k) with generous employer match
• Annual bonus based on company performance
• Time off: unlimited paid time off policy, 20 weeks parental leave, an executive team that encourages a good work/life balance
• Personal growth: Annual Learning & Development stipend, and access to a range of personal and professional coaching solutions through BetterUp
• Food: a free Custom Classic ButcherBox each month and weekly lunch reimbursement
• Others: reimbursement for wellness activities, an exceptional EAP, fertility benefits, life insurance and more

ButcherBox is an equal opportunity employer committed to fostering a diverse, inclusive environment at all steps in the hiring process. Every qualified applicant will receive consideration without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are happy provide reasonable accommodations during our hiring process.

ButcherBox does not use artificial intelligence (AI) tools in any part of our hiring process. If you would like more information about how your data is processed, please contact us.