Senior Manager, CRM & Customer Engagement

gusto! fresh bowls & wraps; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Join a rapidly growing restaurant group as the Sr. Manager of CRM & Customer Engagement. You'll lead strategic initiatives in email marketing, loyalty programs, and delivery partnerships, directly impacting customer retention and brand loyalty. This role offers a chance to innovate in a collaborative environment, shaping the customer experience at gusto! while leveraging data-driven decision-making.

Qualifications

• 5-7 years experience leading in Email Marketing and Loyalty programs.
• Proficiency in CRM & email automation platforms.
• Strong strategic thinking and leadership skills.

Responsibilities

• Lead CRM strategies and email marketing campaigns.
• Develop and execute the loyalty program initiatives.
• Manage third-party delivery partnerships and promotional strategies.

Skills

Leadership

Data analysis

Email marketing

Customer engagement

Project management

Education

Bachelor's degree in Marketing

Tools

Olo Engage

Punchh

Google Suite

Asana

Job description

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Direct message the job poster from gusto! fresh bowls & wraps

gusto! is an Atlanta-based fast casual restaurant group with 14 company-owned locations. We proudly serve healthy, flavorful bowls and wraps made with fresh, vibrant ingredients because we believe food should reawaken the body and soul. 2025 is set to be the most important year in the company’s history with a significant investment in brand awareness marketing to supercharge our sales growth.

Position Summary:

We are seeking a strategic and results-driven individual to lead and oversee the development and execution of gusto!’s customer relationship management (CRM) strategies, email marketing campaigns, loyalty program initiatives, and third-party delivery partnerships. This role requires a blend of creativity, data-driven decision-making, and operational expertise to enhance customer satisfaction and foster long-term brand loyalty.

This position will report to the Senior Director of Marketing / Marketing Lead.

Key Responsibilities:

CRM/Email Marketing

• Create effective email marketing strategies, and execute email campaigns that have the ability to strengthen customer advocacy, retention and engagement
• Leverage customer data to create personalized experiences, segmentation strategies and targeted email campaigns
• Partner with our external partners, Croud and Wisely/Olo, to take full advantage of our customer data and maximize performance in Olo Engage, our CRM platform
• Demonstrate a proficiency in email marketing platforms (e.g., Olo Engage), as well as how to set up, deploy, monitor, and optimize our automated email campaigns
• Manage automated email flows most relevant to our customers based on where they are in their gusto! journey, from welcome emails, promotions, lapsed, etc.
• Analyze email reporting / dashboards and metrics (e.g., open rates, clicks, conversion rates) and continue to optimize email campaign strategies to maximize effectiveness
• Present email performance reporting in monthly team meetings
• Leverage customer insights to improve retention, engagement and lifetime value
• Own content production of our email campaigns across brand and promotional initiatives
• Collaborate closely with the full marketing team (e.g., Catering, Paid Digital, Organic Social, Creative, Field Marketing, PR) to have clear visibility into our holistic marketing approach
• Create awareness of email campaigns with broader organization when relevant

Loyalty Program

• Loyalty has been identified as a major opportunity for growth in 2025. This individual will lead the strategy, development and execution of our loyalty program (Fam Club), ensuring our loyalty efforts align with our business objectives/sales goals, and drives customer retention and strengthens advocacy
• Partner with our external loyalty partner, Punchh, to take full advantage of our loyalty data and maximize performance within the Punchh and Revel (POS) platforms
• Craft loyalty strategies with potential to specifically increase sales and frequency
• Analyze loyalty program data to identify trends and opportunities for growth (e.g., loyalty sales, spend lift, engagement, average visits, unique guests, new signups)
• Present loyalty performance reporting in monthly team meetings
• Lead loyalty app updates, from functionality to design, in partnership with Punchh
• Continuously evaluate competitor loyalty programs and industry trends to keep the Fam Club program competitive and engaging with our customers
• Collaborate closely with the full marketing team (e.g., Catering, Paid Digital, Organic Social, Creative, Field Marketing, PR) to have clear visibility into our holistic marketing approach
• Manage any troubleshooting/technical support for our Shops related to loyalty redemptions, as needed
• Create awareness of loyalty campaigns with broader organization when relevant

Third-Party Delivery Partnerships

• Serve as day-to-day lead for our 3PD partnerships (we partner most closely with DoorDash and Uber Eats)
• Craft strategic, efficient promotional and spend strategies - on both national and local levels - to drive topline sales, and increase average check and order frequency
• Maximize effectiveness of our promotional offers (e.g., BOGO; Spend X, Save Y; sponsored listings) and identify the right mix of promotional spend and discounting
• Manage our 3PD advertising and sponsored listings campaigns
• Continuously monitor delivery channel performance, track metrics and provide recommendations to optimize delivery partnerships and customer experience
• Manage 3PD budgets and ensure campaigns stay within our budgets throughout the year
• Represent the brand in recurring meetings with our 3PD partners, including QBRs
• Create awareness of 3PD campaigns with broader organization when relevant

Qualifications:

• Experience: 5-7 years leading in Email Marketing, Loyalty and 3PD, preferably within the restaurant/QSR/food service industries
• Education: prefer a Bachelors degree in Marketing, but not mandatory since we value self-starters
• Technical: proficient in CRM & email automation platforms (e.g., Olo Engage), Loyalty platforms (e.g., Punchh), 3PD platforms (e.g., DoorDash, Uber Eats), Google Suite, Asana. Familiarity with POS systems a plus.

Internal Wiring:

• Strategic thinker with a strong ability to drive execution
• Strong leadership and team-building skills, fostering collaboration across departments
• Results-oriented with a focus on ROI and continual optimization
• Self-starter that takes initiative
• Naturally customer-centric, thinking through the customer experience
• Growth mindset – always looking to learn and grow
• Creative mindset – able to innovate customer engagement strategies.
• Compassionate and human-centric
• Naturally curious and loves experimentation with tools and tactics
• Accountable to others and to themselves
• Brings good energy to the team
• Good instincts and decisive
• Excellent communicator and responsiveness, and the ability to present complex data and strategies to senior leadership
• Exceptional organizational and project management skills

Why Join Us:

As the Sr. Manager, CRM & Customer Engagement , you’ll have the opportunity to shape the customer experience for a rapidly growing and dynamic fast-casual brand. You’ll lead high-impact initiatives that directly influence customer retention, brand loyalty and revenue growth, all while working in a collaborative and creative environment.

About gusto!:

Inspired by leadership expert Dale Carnegie’s immortal words to “live today with gusto,” innovative leader Nate Hybl founded gusto! with a mission to disrupt the standard of quick-casual at every level. With an eclectic menu selection of healthier bowls and wraps that feature bold flavor combinations and fresh, high-quality ingredients, gusto! offers beautifully balanced meals, prepared in record time. Beyond its distinctive food and format, gusto! offers an extraordinary company culture built on communication, passion, and positivity, setting it apart from other typical restaurant groups. Included in QSR Magazine's "Best Brands to Work for 2022" and Atlanta Business Chronicle's "2023 Pacesetters Awards” and “2023 Most Admired CEOs." gusto! continues to make an impact on the communities within its 14 locations found in almost every metro Atlanta area neighborhood. For more information, download the mobile app or visit whatsyourgusto.com.

gusto! is an equal opportunity employer.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Food & Beverages

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