3 months ago
Sr. Manager, Loyalty- CRM
Potbelly Sandwich Works
Chicago, IL (Remote)Full time$120K/yr – $130K/yr
All marketing roles in the US
Get alerts for this search
All marketing roles in the US
Get alerts for this search
Sr. Manager, Loyalty- CRM
Chicago, IL (Remote)
$120K/yr – $130K/yrSenior Level6+ years expFull time
Posted 3 months ago
Top 1% of applicants do these two things.
The other 99% submit and hope. You're about to do something different.
Job Summary
Drive CRM and loyalty across omnichannel campaigns with a heavy emphasis on data-driven personalization and cross-functional alignment to lift LTV and revenue.
- Must-have: 6–8+ years in CRM/loyalty with Braze and Paytronix experience.
- Standout: Center of excellence for cross-functional CRM strategy and vendor partnerships.
Job Description
Own and evolve Potbelly's loyalty CRM program, driving lifecycle strategy and multi-year experimentation to boost engagement and revenue.
- Own and evolve the loyalty and CRM strategy, including lifecycle marketing vision, personalization strategy, and long-term roadmap.
- Develop and manage a multi-year testing and learning agenda to continuously improve customer engagement and lifetime value.
- Identify and prioritize high-impact opportunities across acquisition, onboarding, engagement, retention, and reactivation.
- Oversee the design and execution of complex, automated lifecycle journeys across Paytronix, Braze, and other engagement platforms.
- Lead audience strategy, segmentation frameworks, and offer optimization to drive incremental revenue and behavior change.
- Ensure seamless orchestration of omnichannel campaigns across email, SMS/MMS, push, and in-app messaging.
- Establish and monitor KPIs and success metrics (LTV, frequency, retention, conversion, ROI).
- Lead advanced experimentation strategies (A/B, multivariate testing) and translate insights into scalable improvements.
- Partner with analytics and data teams to enhance customer data architecture, segmentation, and predictive modeling.
- Serve as the primary liaison between Marketing, IT, Product, POS, and Operations to align on priorities and execution.
Requirements
- Bachelor’s degree in Business, Marketing, or related field required
- MBA or advanced degree preferred
- 6–8+ years of experience in CRM, loyalty, lifecycle marketing, or related roles
- Proven experience owning CRM/loyalty strategy and roadmap development
- Deep expertise in marketing automation platforms (Braze required; Paytronix or similar strongly preferred)
- Extensive experience in audience segmentation, journey orchestration, and offer strategy
- Demonstrated success leading testing and optimization programs at scale
- Experience working in QSR, retail, ecommerce, hospitality, or consumer brands
- Strong understanding of customer data architecture, personalization, and martech ecosystems
- Experience with AI/ML-driven marketing, predictive modeling, or recommendation engines preferred
Preferred
- MBA or advanced degree preferred
- Experience with AI/ML-driven marketing, predictive modeling, or recommendation engines preferred
- Paytronix or similar platform experience strongly preferred
Potbelly Sandwich Works
3.7 Glassdoor
Potbelly is a neighborhood sandwich shop that has been feeding customers’ smiles with signature oven-toasted sandwiches, soups, hand-dipped shakes, cookies baked fresh daily and other fresh menu items, customized just the way customers want them, for 45 years. Potbelly promises Fresh, Fast & Friendly service in a fun, welcoming environment that delivers good vibes. Since opening its first shop in Chicago in 1977, Potbelly has expanded to neighborhoods across the country, with more than 400 shops in over 30 states and Washington DC.
Founded in 1977
Chicago, Illinois, USA
3.3K employees (55 in marketing)
72% recommend to a friend
64% CEO approval
Traffic Signals
Monthly Visitors
777.7K
Monthly Google Ads Budget
$13.4K
Traffic Source Mix
Search
50%
Direct
43.5%
Referral
5%
Social
0.5%
Paid
0.9%
Headcount Trend
Current headcount: ~3.3K
Marketing Team
Marketing Team Size
22 (1% of company)
Median Career Experience
19 years
Median Tenure
3.5 years
People
HR / Recruitment
Marketing Leadership
Yosra Saleh
Vice President of Digital Marketing
At the company for 2 years 6 months
Marc Nystrom
Head of Brand Marketing
At the company for 2 years 7 months
Kerri McLeroy
Director of Field Marketing
At the company for 6 months
Melissa Pumphrey
Director of Brand and Franchise Marketing
At the company for 6 years 11 months
Funding
Total Funding
$99M
Last Raise
$25M
Post IPO Debt, 3 years ago
Funding History
- Feb 2023Post IPO Debt • $25M
- Feb 2021Post IPO Equity • $16M
- Jun 2006Private Equity • $58M