Director, Loyalty & CRM, Burgrer King, US

Responsibilities

• Define and lead the long-term vision and roadmap across Loyalty, CRM, and Incentives, aligning with broader business and digital marketing objectives
• Establish a cohesive strategy across offers, rewards, CRM communications, and lifecycle engagement to maximize customer value
• Drive the evolution from broad-based marketing to personalized, 1:1 guest experiences at scale
• Own performance across key business KPIs, including incremental revenue, guest frequency, average check, and GP%
• Oversee the full incentives ecosystem, including digital offers, paper coupons, and rewards, ensuring alignment between value perception and margin optimization
• Continuously refine promotional and incentive strategy through structured testing, segmentation, and performance analysis
• Oversee the full customer lifecycle, including onboarding, engagement, retention, and reactivation strategies
• Build and scale advanced segmentation and targeting capabilities using behavioral, transactional, and demographic data
• Partner with Analytics, Product, and Data Engineering teams to implement predictive modeling, dynamic targeting, and AI-driven personalization
• Partner with Product and Data teams to enhance CRM and MarTech capabilities, including Braze, Hightouch, and data platforms

Requirements

• 10+ years of relevant experience in loyalty programs, CRM, and offer/incentive strategies at a leading brand or agency
• 4+ years of demonstrated experience managing complex multi-channel marketing programs for large-scale businesses and databases, with proven ability to take a strategic and innovative approach to digital planning and execution, while also operating in a tactical capacity
• Bachelor’s degree in business, marketing, or a related field; MBA is a plus.
• Data-driven mindset with an ability to interpret digital performance and financial analytics to arrive to meaningful and actionable insights and strategies
• Guest-obsessed and goal-driven with a passion to drive exceptional experiences that drive customer loyalty
• Ability to thrive in a fast-paced, always-on culture of testing and analysis, solution-oriented; able to make data-informed decisions, see opportunities, pre-empt potential issues, and action-oriented, leading with a sense of urgency
• Team-oriented, with strong interpersonal and communication skills, highly collaborative and influential; effective at leading cross-functional team members and agency partners towards a common goal
• Experience with Braze or other relevant platform (e.g. Adobe Marketo, Salesforce, etc.)
• Restaurant, Retail and/or Franchise experience strongly preferred.

Preferred

• MBA is a plus.
• Restaurant, Retail and/or Franchise experience strongly preferred.

Benefits

• Benefits at all of our global offices are focused on physical, mental and financial wellness.
• We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.