Vice President, Loyalty

Responsibilities

• Set the loyalty vision and strategy: Lead the end-to-end strategy for Chipotle Rewards. Set a multi-year roadmap tied to digital growth priorities and build a best-in-class loyalty ecosystem of rewards, recognition, personalization, experiences and partnerships that turns transactions into long-term brand affinity.
• Drive business growth: Increase member frequency, retention, wallet share and customer lifetime value with programs that drive more visits and sales across digital and restaurant channels.
• Target customer segments: Build strategies for high-, mid- and low-frequency customers, and turn marketplace reach into lasting first-party customer relationships.
• Lead CRM and personalization: Own CRM strategy and lifecycle marketing across app, web, email, SMS, push and emerging channels. Build segmentation and personalized, behavior-based journeys that improve activation, frequency and retention.
• Own loyalty economics: Manage the loyalty P&L, investment plan and performance outlook. Design rewards that are compelling for customers and financially sustainable.
• Measure results: Build business cases, forecast performance and oversee incrementality measurement. Be accountable for ROI, customer lifetime value, retention and loyalty's contribution to revenue and profit.
• Build strategic partnerships: Find and negotiate partnerships that extend member value beyond Chipotle. These include co-funded benefits with marketplace providers, payment partners and complementary brands, plus experiential rewards, exclusive access and lifestyle partnerships.
• Work across teams: Partner with Product, Technology, Design, Marketing, Operations, Finance and Data & Analytics to deliver seamless loyalty experiences.
• Lead and grow the team: Build and develop Loyalty, CRM and Customer Activation organization so it can operate at enterprise scale. Foster a culture of customer obsession, innovation, collaboration, disciplined execution and measurable outcomes.

Requirements

• 15+ years of progressive experience in loyalty, CRM, customer engagement, digital marketing, product, or customer growth.
• Proven experience leading an enterprise-scale loyalty or membership program and translating strategy into measurable commercial outcomes.
• Demonstrated success improving retention, frequency, customer lifetime value, and revenue growth.
• Deep understanding of loyalty economics, customer analytics, experimentation, segmentation, and incrementality measurement.
• Experience building and leading high-performing teams and influencing across a complex, cross-functional organization.
• Executive presence and the ability to communicate clearly with senior leadership and the Board.
• Bachelor’s degree required; advanced degree preferred.

Preferred

• Preferred Industry Experience: hospitality, retail, consumer technology, travel, subscription, membership, or another scaled consumer business is preferred.

Benefits

• medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more.