Director of CRM & Lifecycle Marketing

POSITION SUMMARY:

We're seeking an experienced and forward-thinking Director of CRM & Lifecycle Marketing to lead the design and growth of customer engagement programs across Papa Murphy's and the BBQ Holdings brand portfolio (including Famous Dave's, Granite City, and others). In this high-impact role, you'll own the strategic vision and performance of our loyalty and lifecycle marketing efforts--building personalized, data-driven experiences that deepen guest relationships, increase visit frequency, and grow long-term customer value.

 

You'll be responsible for evolving and scaling the Papa Murphy's rewards program and its counterparts across casual dining brands, while also shaping cross-channel lifecycle journeys that engage guests through every stage of their relationship. From mobile app and web to email, SMS, and in-store interactions, you'll collaborate across marketing, digital product, analytics, and operations to create seamless and measurable engagement that delivers both business results and guest delight.

 

* Own and evolve the loyalty and lifecycle marketing strategy across multiple brands and customer types (QSR and casual dining), with a focus on increasing loyalty participation, visit frequency, customer lifetime value (CLV), and retention rates.

* Lead cross-functional initiatives to integrate loyalty experiences across digital ordering, in-store, and CRM channels.

* Define lifecycle journeys, segmentation strategy, personalization approach, and performance KPIs.

* Partner with analytics, product, and IT to ensure platform integration and customer data readiness.

* Oversee loyalty platform roadmaps, vendor relationships, and program evolution.

* Collaborate with creative, brand, and digital teams to align messaging and user experience.

* Lead and mentor team members focused on loyalty operations and CRM campaign execution.

* Define testing frameworks and lead experimentation (A/B and multivariate testing) across CRM campaigns; partner with analytics to synthesize insights and optimize channel performance.

* Report on lifecycle performance and loyalty KPIs at brand and executive levels, providing insights and strategic recommendations.

* Navigate varying brand needs and guest journeys while establishing shared CRM frameworks, scalable best practices, and platform governance across brands.

 

KNOWLEDGE, SKILLS, & ABILITIES:

* 8+ years in CRM, lifecycle marketing, or loyalty program leadership.

* Strong cross-functional leadership across marketing, digital, data, and tech teams.

* Deep understanding of lifecycle marketing, segmentation, and retention strategy.

* Experience working with customer engagement platforms (e.g., Paytronix, Punchh, MoEngage, Salesforce, Braze).

* Familiarity with omnichannel brands, ideally in QSR or casual dining.

* Strong business acumen, with a proven ability to design programs that drive results.

 

PHYSICAL AND MENTAL REQUIREMENTS:

When performing the duties of this job, the employee is frequently required to move throughout the workplace; sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance, stoop, kneel and verbally communicate. The employee is occasionally required to lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.