Sr. Manager, Loyalty

• Role: Senior Manager, Loyalty
• Location: Miami, Florida, United States (On-site)
• Payout: $120,900 – $150,100 USD annually

Role Overview

We are seeking a Senior Manager, Loyalty to oversee the day-to-day operations, marketing strategy, and performance of a large-scale customer loyalty program. This role partners with cross-functional teams to enhance customer engagement, optimize loyalty initiatives, and deliver measurable business results through strategic program management.

Key Responsibilities

• Manage the daily operations of the loyalty program by collaborating with internal teams and external vendors to ensure seamless execution.
• Oversee the loyalty program budget, including invoice processing and budget tracking.
• Partner with Operations, Training, and Guest Care teams to communicate program updates and support operational readiness.
• Lead cross-functional loyalty initiatives, ensuring projects are delivered on time, within scope, and on budget.
• Coordinate the resolution of system issues affecting loyalty program performance and implement preventive improvements.
• Develop and execute loyalty communications, promotional campaigns, and personalized marketing initiatives across email, SMS, push notifications, mobile applications, and other digital channels.
• Monitor loyalty program performance, analyze key metrics, and recommend improvements to drive customer acquisition, engagement, and retention.
• Prepare executive reports, performance reviews, and business insights related to loyalty program results.
• Support the implementation of the loyalty roadmap, including member benefits, technology enhancements, and marketing communications.
• Manage vendor relationships, contracts, and partnership opportunities to maximize program effectiveness and business growth.
• Integrate loyalty campaigns into the marketing calendar and optimize campaign performance through testing and analysis.
• Monitor loyalty program activity to identify and address suspicious or fraudulent behavior.

Required Skills & Qualifications

• Bachelor's degree or equivalent professional experience.
• 5 years of experience managing nationally scaled loyalty marketing and operations programs.
• Experience leading cross-functional projects, large-scale planning, and program implementation.
• Strong project management, organizational, and operational leadership skills.
• Experience developing customer engagement, CRM, and loyalty marketing campaigns across multiple digital channels.
• Strong analytical, problem-solving, and decision-making skills with the ability to manage complex situations.
• Excellent communication, collaboration, and stakeholder management skills.
• Experience managing vendor relationships, budgets, and external partnerships.
• Restaurant or franchise industry experience preferred.
• Must be legally authorized to work in the country where the position is based.

More About the Opportunity

This opportunity offers the chance to lead high-impact loyalty initiatives that strengthen customer engagement, improve marketing performance, and drive business growth. You'll work closely with cross-functional teams while shaping the future of customer loyalty strategy through data-driven decision-making and operational excellence.

Equal Opportunity Employer

We hire based on skills and expertise. All qualified candidates are welcome regardless of background, experience, or prior employment history. Applications are reviewed solely on demonstrated technical ability and qualifications.

Apply Now!