sweetgreen
Senior Manager, Loyalty and Digital Strategy
sweetgreen, Los Angeles, California, United States, 90079
As the Senior Manager of Loyalty and Digital Strategy, you will play an integral role in managing and evolving the Sweetpass Loyalty program and the digital ordering experience. You will be responsible for analyzing and reporting on current Loyalty metrics and play a key role in developing the future Loyalty program strategy. This includes research and analysis to understand current customer experiences and pain points, competitive analysis and understanding of industry trends, and making recommendations that create frictionless customer experiences and deliver business results. This position will also be responsible for the analysis and strategy related to order ahead, native delivery, and the digital app/web experience.
Key Responsibilities:
Loyalty Strategy
Insights & Research: Conduct research to understand our Sweetgreen customer and our digital customer, connecting insights to recommendations
Financial Acumen: Understand Loyalty program economics and measurement, helping to evolve current program understanding and future evolution
Strategy: Synthesize complex, multi-faceted projects and programs, driving priority and clarity for both leadership and cross-functional teams
Creative Briefing/Content: Lead creative look and feel for customer lifecycle communications within owned channels, creating a holistic and relevant experience rooted in our brand voice
Technology: Work cross-functionally to prioritize new product/feature development, communicating requirements while also helping to paint a clear picture of long-term strategy against clear business objectives
Digital Strategy
Channel Strategy: Lead strategy to understand customer friction points and business opportunities, developing recommendations to improve channel revenue through customer trial, repeat purchases, and overall satisfaction
Data and Insights: Develop measurement approach and reporting template to monitor health of digital channels
App Strategy: Work cross-functionally to evolve the app experience, ensuring new features are rooted in insights and setting clear prioritization against key objectives
Marketing/Content: Lead creative strategy both within the app experience and through campaigns to drive trial/repeat through owned channels
Promotion Calendar: Plan and implement marketing campaigns to drive customer trial/repeat/order channel leveraging offers and discounts while maximizing ROI
Drive business results:
Capture more digital transactions
Increase revenue through in-store (scan to earn), order ahead, and native delivery
Maximize channel economics, understanding margin and incrementality
Acquire new Loyalty customers
Drive customer LTV
Maintain/Improve Loyalty program economics
Maximize discount ROI
Desired traits:
5+ years of Loyalty/Rewards program experience
Experience with mobile ordering/native delivery and digital customer experience strategy
Data and research driven - curious and analytical, rooting strategy in clear insights
Strategic - skilled at adding structure to complex, multi-faceted programs and projects
Financial acumen - knowledge of both Loyalty financial models and overall business financials; leverages strong business acumen to drive strategy
Entrepreneurial - self-starter and can work independently with minimal oversight
Ability to influence - both leadership and cross-functionally
Strong communicator - skilled in clearly contextualizing research results for the audience
Advocate for the customer - deep understanding for customer needs and trends
Project management - ability to prioritize and focus team’s efforts on important initiatives
What you'll get:
Highly competitive pay + bonus plan
Three different medical plans to suit your and your family's needs
Dental and Vision insurance
Flexible PTO plan
401k program
Employee HSA and FSA
Complimentary greens
An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
To live the sweetlife and celebrate your passion + purpose
A collaborative team of people who live our core values and have your back
A clear career path with opportunities for development, both personally and professionally
Free sweetgreen swag
Come join the sweetlife!
About sweetgreen
sweetgreen is on a mission to build healthier communities by connecting people to real food. We passionately believe that real food should be convenient and accessible to everyone. Every day in each sweetgreen, our 3,500 team members make food from scratch, using fresh ingredients and produce delivered that morning. And in our local communities, we’re committed to leaving people better than we found them. We’re in the business of feeding people, and we’re out to change what that means.
#J-18808-Ljbffr
Key Responsibilities:
Loyalty Strategy
Insights & Research: Conduct research to understand our Sweetgreen customer and our digital customer, connecting insights to recommendations
Financial Acumen: Understand Loyalty program economics and measurement, helping to evolve current program understanding and future evolution
Strategy: Synthesize complex, multi-faceted projects and programs, driving priority and clarity for both leadership and cross-functional teams
Creative Briefing/Content: Lead creative look and feel for customer lifecycle communications within owned channels, creating a holistic and relevant experience rooted in our brand voice
Technology: Work cross-functionally to prioritize new product/feature development, communicating requirements while also helping to paint a clear picture of long-term strategy against clear business objectives
Digital Strategy
Channel Strategy: Lead strategy to understand customer friction points and business opportunities, developing recommendations to improve channel revenue through customer trial, repeat purchases, and overall satisfaction
Data and Insights: Develop measurement approach and reporting template to monitor health of digital channels
App Strategy: Work cross-functionally to evolve the app experience, ensuring new features are rooted in insights and setting clear prioritization against key objectives
Marketing/Content: Lead creative strategy both within the app experience and through campaigns to drive trial/repeat through owned channels
Promotion Calendar: Plan and implement marketing campaigns to drive customer trial/repeat/order channel leveraging offers and discounts while maximizing ROI
Drive business results:
Capture more digital transactions
Increase revenue through in-store (scan to earn), order ahead, and native delivery
Maximize channel economics, understanding margin and incrementality
Acquire new Loyalty customers
Drive customer LTV
Maintain/Improve Loyalty program economics
Maximize discount ROI
Desired traits:
5+ years of Loyalty/Rewards program experience
Experience with mobile ordering/native delivery and digital customer experience strategy
Data and research driven - curious and analytical, rooting strategy in clear insights
Strategic - skilled at adding structure to complex, multi-faceted programs and projects
Financial acumen - knowledge of both Loyalty financial models and overall business financials; leverages strong business acumen to drive strategy
Entrepreneurial - self-starter and can work independently with minimal oversight
Ability to influence - both leadership and cross-functionally
Strong communicator - skilled in clearly contextualizing research results for the audience
Advocate for the customer - deep understanding for customer needs and trends
Project management - ability to prioritize and focus team’s efforts on important initiatives
What you'll get:
Highly competitive pay + bonus plan
Three different medical plans to suit your and your family's needs
Dental and Vision insurance
Flexible PTO plan
401k program
Employee HSA and FSA
Complimentary greens
An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
To live the sweetlife and celebrate your passion + purpose
A collaborative team of people who live our core values and have your back
A clear career path with opportunities for development, both personally and professionally
Free sweetgreen swag
Come join the sweetlife!
About sweetgreen
sweetgreen is on a mission to build healthier communities by connecting people to real food. We passionately believe that real food should be convenient and accessible to everyone. Every day in each sweetgreen, our 3,500 team members make food from scratch, using fresh ingredients and produce delivered that morning. And in our local communities, we’re committed to leaving people better than we found them. We’re in the business of feeding people, and we’re out to change what that means.
#J-18808-Ljbffr