POSITION SUMMARYThe Manager - CRM & Lifecycle owns the strategy and hands-on execution of customer communications across the lifecycle - from onboarding and engagement through loyalty, retention, and reactivation. This role translates customer behavior and Tatte's brand essence into relevant, personalized experiences that deepen relationships, increase visit frequency, and grow customer lifetime value. Reporting to the Director, Customer Strategy & Loyalty, the Manager partners across Product, Brand, Creative, Digital, Technology, Operations, Analytics, and external agencies to build a scalable CRM capability with measurable business impact.
KEY RESPONSIBILITIES1. Lifecycle Strategy and Customer Journeys- Develop lifecycle programs across onboarding, engagement, loyalty, retention, and reactivation, personalized to customer behaviors, preferences, frequency, and occasions.
- Support the launch and continued evolution of Tatte's loyalty program through member communications and lifecycle journeys.
- Partner with Digital and Technology to deliver connected journeys across app, web, and café experiences.
- Partner with Operations to ensure communications align with the in-café guest experience.
- Translate customer insights and business priorities into a prioritized lifecycle roadmap.
2. CRM and Campaign Execution- Own CRM communications across email, SMS, push notifications, and automated customer journeys.
- Manage the CRM campaign calendar and build, launch, quality-assure, and optimize campaigns from brief through deployment.
- Develop segmentation and targeting strategies that improve relevance and performance.
- Partner with Brand and Creative to ensure every communication is thoughtful, relevant, and distinctly Tatte.
- Maintain high standards for deliverability, consent, data hygiene, campaign quality, and documentation.
- Establish campaign intake, approval, quality assurance, and post-launch review processes to reduce execution risk.
3. Testing, Measurement, and Optimization- Build and execute a testing roadmap across audiences, messages, channels, timing, and frequency.
- Measure campaign incrementality and business impact in partnership with Analytics, including cohort and lifecycle performance.
- Report performance clearly and translate findings into actions that improve frequency, retention, incremental sales, and marketing return on investment.
- Use customer data to continually improve personalization and relevance.
- Define guardrails for contact frequency and suppression to protect guest trust and reduce fatigue.
4. Cross-Functional Leadership and Capability Building- Coordinate priorities, dependencies, and launch readiness across internal teams and external partners.
- Create repeatable processes, reporting, and ways of working that allow customer marketing capabilities to scale.
- Ensure CRM practices comply with applicable privacy, consent, and messaging requirements in partnership with Legal and Technology.
QUALIFICATIONS AND SKILLS- 4-6 years of experience in CRM, lifecycle, digital, growth, or customer marketing.
- Hands-on experience building and optimizing email, SMS, push, and automated journeys through a modern CRM or marketing automation platform; Klaviyo experience is preferred.
- Strong understanding of segmentation, personalization, lifecycle marketing, A/B testing, deliverability, and campaign quality assurance.
- Ability to interpret customer and campaign data and turn performance into clear insights, recommendations, and actions.
- Strong project management, communication, and attention to detail from strategy and briefing through build, launch, and optimization.
- Ability to influence and work effectively across Brand, Creative, Analytics, Digital, Technology, Operations, and external partners.
- Experience with a loyalty or membership program, customer data platform, SQL, or business intelligence tools is preferred.
- Experience in restaurants, hospitality, retail, or another high-frequency consumer business is preferred.
SUCCESS MEASURES- Foundational lifecycle journeys, customer segments, CRM calendar, measurement framework, and testing roadmap are established and operating consistently.
- Improvement in customer activation, frequency, 30/90/180-day retention, and reactivation.
- Measurable incremental revenue and marketing return on investment from CRM programs.
- Strong CRM engagement and deliverability with disciplined consent, suppression, and data-quality practices.
- Reliable, scalable cross-functional campaign execution with fewer preventable errors and missed deadlines.
OUR BENEFITS & PERKS- Competitive Pay: $92,000-$110,000 annually, commensurate with experience and qualifications
- 10% bonus based on individual and company performance
- Health, dental, and vision insurance
- 401(k) with company match
- Paid vacation time
- Paid sick time
- Flexible schedules with no late nights
- 50% meal discount and 2 complimentary beverages per shift
- Free mental health support
- Free Employee Assistance Program (EAP)
- An inclusive community that offers potential for growth
Learn more about us at tattebakery.com
