Manager of Loyalty & Customer Experience Programs

Responsibilities

• 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.

Requirements

• 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.

Preferred

• 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.

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