Responsibilities

• Develop and execute the CRM strategy across email, SMS, push notifications, and other emerging channels to drive guest acquisition, engagement, retention, and reactivation.
• Design and optimize customer lifecycle journeys that deliver personalized experiences at key moments in the guest journey.
• Utilize customer data, segmentation, and behavioral insights to create targeted campaigns that increase visitation frequency, loyalty participation, and guest lifetime value.
• Establish testing frameworks and measurement plans to continuously improve campaign performance and customer engagement.
• Lead the ongoing evolution and optimization of loyalty programs across Dave & Buster’s and Main Event.
• Partner with cross-functional stakeholders to develop loyalty strategies, promotions, and member experiences that drive enrollment, engagement, and retention.
• Identify opportunities to enhance program value, improve member satisfaction, and increase program profitability.
• Oversee loyalty offer creation and management within designated marketing and offer management platforms.
• Monitor and analyze CRM and loyalty program performance, providing actionable insights and recommendations to improve business outcomes.
• Develop reporting and KPI frameworks to evaluate campaign effectiveness, customer behavior trends, and program health.

Requirements

• Bachelor's degree in Marketing, Communications, Business, or a related field.
• 7+ years of experience in CRM, loyalty, lifecycle marketing, retention marketing, or related disciplines.
• Proven success developing and executing CRM and loyalty strategies that drive measurable business results.
• Deep understanding of customer segmentation, personalization, lifecycle marketing, and customer journey orchestration.
• Hands-on experience with Salesforce Marketing Cloud or comparable CRM/marketing automation platforms.
• Experience building and optimizing automated journeys, audience segmentation strategies, and testing programs.
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into action.
• Experience managing loyalty programs, customer engagement initiatives, or rewards-based marketing programs.
• Exceptional project management skills with the ability to manage multiple priorities in a fast-paced environment.
• Strong communication, presentation, and stakeholder management skills.

Preferred

• Experience within retail, restaurant, hospitality, entertainment, gaming, or consumer-facing brands.
• Familiarity with customer data platforms (CDPs), personalization tools, and emerging CRM technologies.
• Working knowledge of HTML and email development best practices.
• Experience leading agency relationships and external vendor partnerships.

Benefits

• Exclusive discounts on food and games at D&B & Main Event.
• Paid Time Off (PTO) that increases with tenure.
• 10 Company Holidays (Including your Birthday) & 2 Floating Holidays per year.
• Medical, dental, vision and voluntary benefits
• Part Time/Full Time benefits available
• SurgeryPlus, and Telehealth benefits
• 401k with company match following 6 months of employment.
• Buster’s Legacy Fund (Support Team Members during difficult Times)
• Employee Assistance Program (EAP) Offerings.
• Work out facility on-site.