Reports to Marketing & Commercial Director

We are looking for a CRM & Loyalty Manager to oversee the day-to-day management of the loyalty and cashback program across our restaurant portfolio.

This role is focused on program operations, customer engagement, performance analytics and coordination with restaurant teams. 

Key responsibilities:

• Manage the day-to-day operations of the cashback and loyalty program
• Coordinate earning and redemption mechanics in collaboration with the vendor
• Launch and monitor promotional campaigns and coupon offers
• Manage customer segmentation for CRM activities
• Plan and coordinate retention and reactivation campaigns
• Coordinate push notifications and other customer communications
• Monitor key loyalty KPIs and program performance
• Prepare weekly and monthly management reports
• Conduct first-line screening of suspicious transactions and escalate potential cases to Finance or Security for further review
• Coordinate program implementation across restaurant locations
• Support training for restaurant managers and operational teams
• Develop and maintain operational guidelines and procedures
• Gather business requirements and communicate them to the vendor
• Prioritize and track bug fixes and improvement requests in collaboration with the vendor

• 2+ years of experience in CRM, Loyalty, Marketing Analytics or Product Management 
• Advanced proficiency in Excel or Google Sheets; experience with reporting dashboards (Power BI or Tableau is a must) 
• Experience working with operational teams and technology vendors 
• Experience in the restaurant, retail or hospitality industry is an advantage

Working Schedule:

• Standard five-day work week (40 hours) with a flexible start time 
• Periodic on-site presence at restaurant locations during peak operating hours