Manager, Loyalty - CRM

• $100-120k, plus annual bonus
• 100% Remote in the United States- residing in Midwest highly preferred. Due to state-specific regulatory requirements, Potbelly does not currently support remote work from the following states: Alaska, California, and Hawaii. To be considered for this position, you must be able to perform the role from a state not listed above at the time of hire and for the duration of employment.

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 be responsible to build integrated journeys and plan/manage offers that maximize lifetime value, encourage habitual usage, and create brand advocates-from initial onboarding through long-term loyalty. This highly cross-functional role will partner closely with IT, Brand Marketing, Operations, and Finance to develop data-driven, multi-channel lifecycle campaigns across loyalty (Paytronix) and engagement platforms (Braze).

This role involves demonstrating a strong passion for problem solving, and a deep understanding of how the brand and customers interact, with an advanced understanding of the rapidly evolving role that data, personalization, machine learning and martech play in this relationship.

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.
• Responsible for creating campaign briefs and ensuring they are shared across the organization, updated and redistributed as needed until campaign launch. This includes outlining the campaign creative details, offer details, audience selection, and all 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.
• Continuously conduct A/B testing across all channels and user journeys.
• Manage learning plan roadmap and recommend optimizations across Paytronix and Braze platforms/campaigns.

Reporting

• Responsible for campaign and initiative reporting/measurement ensuring each campaign has proper controls in place for accurate measurement and analysis.
• Present results and recommendations for the next iteration to leadership for approval.
• Serve as subject matter expert and provide documentation (particularly on journeys) and aggregate loyalty program performance.

Project Management

• Work across agency partners and internal cross-functional teams (Brand, Innovation, Operations, Finance, IT) to ensure proper messaging, timing, and execution of multi-channel campaigns, including but not limited to email, sms/mms, push, and in-app messaging.
• Collaborate with IT and Martech partners and vendors to identify and execute channel optimizations and data management.
• Work with IT, Product, POS and Digital teams to improve customer data, customer UX/UI, and reduce customer friction, data integrity risk, and fraud risk.

Requirements

Education: Bachelor's degree in business related field preferred. MBA preferred

Fields of Experience: Retail, Ecommerce, Agency/Martech, QSR, Food & Beverage, Hospitality, or Consumer Goods.

Behavioral Competencies: Self-starter, strong passion for problem solving, inquisitive, go-getter, results-driven, adaptable, highly organized, excellent communicator, collaborative, good balance between analytical and strategic thinking.

Required Experience

• Braze certified, with 2-3+ years' experience in journey design and orchestration across omni-channel marketing (loyalty, email, sms/mms, push, in-app messaging).
• 3+ years of experience in CRM platforms (Punchh, Paytronix, Cheetah, OlO, Toast) spearheading customer segmentation/audience strategy, offer management and development, particularly for use in multi-step customer journey automations.
• Extensive experience testing and developing use cases and learning plan for on-going iterative testing/optimization.
• 3 years of experience in project management
• Experience with implementing AI/ML engine recommendations is a plus
• Firm grasp of current and emerging digital CRM & loyalty marketing trends, insights and engagement tools.
• Roadmap development and management; information architecture (specifically customer data) management.
• Vendor relationship management.

?Potbelly Sandwich Works may use artificial intelligence (AI)-assisted tools as part of its hiring and recruitment process. These tools may collect and analyze data including questionnaire and assessment responses, resume content, and professional profile information. AI-assisted tools are used for all position types. All final employment decisions are made by people. Potbelly may also use additional AI-assisted tools from time to time in its hiring process.

If you have questions about how AI is used in connection with your application, or if you would like to request a reasonable accommodation related to the use of AI in the hiring process, please contact HumanResources1@potbelly.com.

At Potbelly, we are committed to creating a welcoming and respectful environment where individuals are valued for their unique perspectives, backgrounds, and strengths. We believe that inclusion, collaboration, and mutual respect enhance the way we serve our customers and work together as a team. All employment decisions are based on qualifications, merit, and business need.

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 basis protected by applicable federal, state or local law.

Application Deadline: Applications must be submitted by [7/31/2026] to be considered for this position. The posting may close earlier if a suitable candidate is selected before the deadline.

Company: Potbelly Corporate

Position: Manager, Loyalty - CRM

Status: Full Time

Shift: First (Day)

Req #: 10982095

Date Posted: April 14, 2026

Location: Chicago , Chicago,
US,
IL,
60611

Job Category: Corporate