Summary of Job Description
The Director CRM & Loyalty is accountable for growing customer lifetime value through industry-leading CRM strategy lifecycle marketing and loyalty program performance. This position is responsible for the guest engagement roadmap across first-party digital channels email push in-app web personalization and partners cross-functionally to ensure the loyalty program drives profitable frequency retention and share-of-wallet-while maintaining operational integrity and a consistently great guest experience. The Director blends strategic leadership with operating discipline setting segmentation and measurement standards building a test-and-learn culture and translating customer insights into scalable automated journeys that are measurable and incrementality-driven. This position leads a team of professionals developing their performance to support achievement of the companys growth goals.
Job Responsibilities
CRM Strategy & Lifecycle Marketing Responsible for the CRM vision lifecycle journey strategy and operating cadence to drive acquisition retention and reactivation across owned channels. Builds a scalable segmentation and targeting framework and lead a disciplined test-and-learn program to continuously improve relevance and incremental impact. Partners with brand, creative, and channel owners to develop content frequency and deliverability standards that protect guest trust and drive performance.
Loyalty Program Strategy Growth & Governance Responsible for loyalty strategy and roadmap driving enrollment growth active usage frequency lift and profitable member value. Defines loyalty economics and performance measurement with Analytics incrementality liability earn/burn efficiency and translates into clear priorities. Establishes program governance policies, rules, operational readiness, and issue resolution in partnership with Operations, Guest Care, and Legal/Compliance.
11 Personalization at Scale & Digital Experience Enablement Partners with Digital Product/Technology to scale personalization across web/app and owned channels aligning CRM and onsite/app experiences end-to-end. Evolves from segment-based targeting to 11 personalization at scale using behavioral signals, preferences, and context - ensuring uplift is measurable via control/sholdouts. Defines requirements for instrumentation, event taxonomy, and experimentation to continuously improve personalized experiences and outcomes.
Guest Data Strategy & Profile Enrichment Defines the guest data strategy, critical profile attributes, identity resolution, and profile completeness to power targeting, personalization, and measurement. Drives first-party data capture and progressive profiling, preference center behaviors, surveys, and ensure activation readiness across platforms. Evaluate and govern third-party enrichment where appropriate ensuring privacy consent and data quality standards are met.
AIML Enablement & Future-Proofing Builds a practical roadmap for AIML use cases that improve outcomes, propensity, churn risk, offer affinity, send-time/channel optimization, next-best-action. Partners with Data Science/Technology to operationalize and govern models, monitoring drift, bias, stability, and embed them into activation workflows. Continuously evaluate emerging capabilities and vendors to keep CRM/loyalty modern, scalable, and resilient - without compromising guest trust or privacy.
Cross-Functional Leadership Aligns stakeholders, including associates and vendors, across Marketing, Product, Tech, Analytics, IS, Finance, Operations, and Guest Care through strong operating rhythms and decision rights. Builds scalable processes that improve speed-to-market, execution quality, and operational readiness in a complex high-volume environment.
Team Leadership and Development Leads and develops a high-performing team, setting clear goals, standards, and accountability. Develops the associates performance in support of the companys growth goals. Recruits, selects, and retains team members.
Benefits
Your Background and Experience
Pay Range: M4, $161,000 - $226,000, Annual. Within the range, individual pay is determined using various factors, including work location and experience.
About Panda Restaurant Group Inc.
Panda Restaurant Group Inc. is an Equal Opportunity Employer and is committed to providing equal opportunity and does not discriminate on the basis of any characteristic protected by law, including but not limited to sex, gender, including pregnancy, childbirth, lactation, and related conditions, gender expression, race, color, religion, national origin, sexual orientation, gender identity, disability, age, ancestry, medical condition, genetic information, marital status, and veteran status. Additionally, Panda Restaurant Group Inc. complies with all federal, state, and local laws regarding requests for workplace accommodation.
The Americans with Disabilities Act (ADA) prohibits discrimination against qualified individuals on the basis of disability. Applicants are entitled to reasonable accommodations absent undue hardship to effectively participate in the application and hiring process, for example, sign language interpreters. If you believe you require an accommodation for the application or interview process or for the position for which you are applying, please reach out to TASupport@PandaRG.com.