Potbelly Sandwich Works
Overview
Join to apply for the
Manager, Loyalty - CRM
role at
Potbelly Sandwich Works . $100,000 - $120,000 base salary range + annual bonus potential. 100% remote in the United States. Potbelly is a friendly, fast-paced environment with opportunities for growth across ~400 locations. We are an equal opportunity employer committed to a diverse and inclusive workplace. What’s In It For You
Competitive pay with performance-based annual raises Medical, Dental & Vision Insurance Domestic Partnership Benefits Paid Parental Leave FSA and HSA with Employer Contribution Commuter Benefit Program Retirement Savings 401(k) with company match Employee Assistance Program Paid Time Off Discount Program Flexible Work Schedule Career growth opportunities Job Summary
The Loyalty / CRM Manager is responsible for leading the strategy and execution of lifecycle journeys, offers, experiments and communication campaigns (email, sms, push, in-app messaging) that drive member activation, engagement, and retention. You will build integrated journeys and plan/manage offers that maximize lifetime value, encourage habitual usage, and create brand advocates—from onboarding through long-term loyalty. This cross-functional role partners with IT, Brand Marketing, Operations, and Finance to develop data-driven, multi-channel lifecycle campaigns across loyalty (Paytronix) and engagement platforms (Braze). This role requires a strong problem-solving mindset and a deep understanding of how brand and customers interact, including the impact of data, personalization, machine learning, and martech on customer relationships. Key Workstreams
Loyalty Program Management Advanced Engagement & Personalization Use Cases Planning & Configuration Lifecycle Journey Experimentation / Optimization National Campaigns Supporting Brand Initiatives & Calendar Key Responsibilities
Planning Execution / Configuration Experimentation Reporting Project Management Duties & Responsibilities
Planning
Spearhead development and implementation of automated loyalty strategies, offer planning/management within Paytronix and multi-step campaigns in Braze to drive member lifecycle frequency and increase incremental sales revenue. Utilize data-driven insights to optimize loyalty program performance, offer management and integrate systems with existing CRM platforms. Execution / Configuration
Build out campaign audiences, canvas journey design and orchestration (Braze), offer management/execution (Paytronix) and validating counts. Use marketing automation and channel optimization to engage and convert Potbelly users across the buyer journey. Execute innovative loyalty initiatives tailored to diverse customer segments, enhancing brand loyalty and customer engagement. Create campaign briefs and ensure they are shared across the organization, updated and redistributed as needed until campaign launch, including outlining creative details, offer details, audience, and channel needs. Serve as first-line business support for customer engagement and loyalty experience troubleshooting. Experimentation
Apply an experimentation mindset to loyalty campaigns and offers to drive testing, learning and optimization. Conduct A/B testing across all channels and user journeys. Manage learning plan roadmap and optimize across Paytronix and Braze platforms/campaigns. Reporting
Campaign and initiative reporting/measurement with proper controls for accurate analysis. Present results and recommendations to leadership for next steps. Provide documentation on journeys and aggregate loyalty program performance. Project Management
Collaborate with agency partners and cross-functional teams to ensure proper messaging, timing, and execution of multi-channel campaigns (email, sms/mms, push, in-app messaging). Work with IT, Product, and Martech vendors on channel optimizations and data management. Improve customer data, UX/UI, and reduce data integrity and fraud risk in collaboration with IT, POS and Digital teams. Requirements
Education:
Bachelor’s degree in a business-related field preferred. MBA preferred. Fields of Experience:
Retail, Ecommerce, Agency/Martech, QSR, Food & Beverage, Hospitality, or Consumer Goods. Behavioral Competencies:
Self-starter, problem solving, inquisitive, results-driven, adaptable, highly organized, excellent communicator, collaborative, analytical and strategic thinker. Required Experience: Braze certified with 2-3+ years of journey design and orchestration across omni-channel marketing (loyalty, email, sms/mms, push, in-app) 3+ years of experience in CRM platforms (Punchh, Paytronix, Cheetah, OLO, Toast) focusing on segmentation, offer management, and multi-step journey automation Extensive experience in testing and developing use cases and learning plans for iterative optimization 3 years of project management experience Experience with AI/ML engine recommendations is a plus Strong understanding of digital CRM & loyalty marketing trends, insights and tools Roadmap development and customer data information architecture management Vendor relationship management Application Deadline: We accept applications until 12/31/2025. We encourage all individuals to submit their applications. We’re an equal opportunity employer. Each applicant will be considered for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, veteran status, or any other protected basis.
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Join to apply for the
Manager, Loyalty - CRM
role at
Potbelly Sandwich Works . $100,000 - $120,000 base salary range + annual bonus potential. 100% remote in the United States. Potbelly is a friendly, fast-paced environment with opportunities for growth across ~400 locations. We are an equal opportunity employer committed to a diverse and inclusive workplace. What’s In It For You
Competitive pay with performance-based annual raises Medical, Dental & Vision Insurance Domestic Partnership Benefits Paid Parental Leave FSA and HSA with Employer Contribution Commuter Benefit Program Retirement Savings 401(k) with company match Employee Assistance Program Paid Time Off Discount Program Flexible Work Schedule Career growth opportunities Job Summary
The Loyalty / CRM Manager is responsible for leading the strategy and execution of lifecycle journeys, offers, experiments and communication campaigns (email, sms, push, in-app messaging) that drive member activation, engagement, and retention. You will build integrated journeys and plan/manage offers that maximize lifetime value, encourage habitual usage, and create brand advocates—from onboarding through long-term loyalty. This cross-functional role partners with IT, Brand Marketing, Operations, and Finance to develop data-driven, multi-channel lifecycle campaigns across loyalty (Paytronix) and engagement platforms (Braze). This role requires a strong problem-solving mindset and a deep understanding of how brand and customers interact, including the impact of data, personalization, machine learning, and martech on customer relationships. Key Workstreams
Loyalty Program Management Advanced Engagement & Personalization Use Cases Planning & Configuration Lifecycle Journey Experimentation / Optimization National Campaigns Supporting Brand Initiatives & Calendar Key Responsibilities
Planning Execution / Configuration Experimentation Reporting Project Management Duties & Responsibilities
Planning
Spearhead development and implementation of automated loyalty strategies, offer planning/management within Paytronix and multi-step campaigns in Braze to drive member lifecycle frequency and increase incremental sales revenue. Utilize data-driven insights to optimize loyalty program performance, offer management and integrate systems with existing CRM platforms. Execution / Configuration
Build out campaign audiences, canvas journey design and orchestration (Braze), offer management/execution (Paytronix) and validating counts. Use marketing automation and channel optimization to engage and convert Potbelly users across the buyer journey. Execute innovative loyalty initiatives tailored to diverse customer segments, enhancing brand loyalty and customer engagement. Create campaign briefs and ensure they are shared across the organization, updated and redistributed as needed until campaign launch, including outlining creative details, offer details, audience, and channel needs. Serve as first-line business support for customer engagement and loyalty experience troubleshooting. Experimentation
Apply an experimentation mindset to loyalty campaigns and offers to drive testing, learning and optimization. Conduct A/B testing across all channels and user journeys. Manage learning plan roadmap and optimize across Paytronix and Braze platforms/campaigns. Reporting
Campaign and initiative reporting/measurement with proper controls for accurate analysis. Present results and recommendations to leadership for next steps. Provide documentation on journeys and aggregate loyalty program performance. Project Management
Collaborate with agency partners and cross-functional teams to ensure proper messaging, timing, and execution of multi-channel campaigns (email, sms/mms, push, in-app messaging). Work with IT, Product, and Martech vendors on channel optimizations and data management. Improve customer data, UX/UI, and reduce data integrity and fraud risk in collaboration with IT, POS and Digital teams. Requirements
Education:
Bachelor’s degree in a business-related field preferred. MBA preferred. Fields of Experience:
Retail, Ecommerce, Agency/Martech, QSR, Food & Beverage, Hospitality, or Consumer Goods. Behavioral Competencies:
Self-starter, problem solving, inquisitive, results-driven, adaptable, highly organized, excellent communicator, collaborative, analytical and strategic thinker. Required Experience: Braze certified with 2-3+ years of journey design and orchestration across omni-channel marketing (loyalty, email, sms/mms, push, in-app) 3+ years of experience in CRM platforms (Punchh, Paytronix, Cheetah, OLO, Toast) focusing on segmentation, offer management, and multi-step journey automation Extensive experience in testing and developing use cases and learning plans for iterative optimization 3 years of project management experience Experience with AI/ML engine recommendations is a plus Strong understanding of digital CRM & loyalty marketing trends, insights and tools Roadmap development and customer data information architecture management Vendor relationship management Application Deadline: We accept applications until 12/31/2025. We encourage all individuals to submit their applications. We’re an equal opportunity employer. Each applicant will be considered for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, veteran status, or any other protected basis.
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