Position Summary: This role owns the programs that turn first-time guests into regulars and regulars into our most valuable guests. It runs the loyalty program and lifecycle journeys end to end, connecting guest engagement directly to revenue and retention. The role owns the day-to-day management of our loyalty and CRM platforms, reports to the Director of Digital Marketing, and partners closely with Brand, Analytics, Technology, and venue operations.
This is a hybrid position with 3 days onsite at Puttshack's headquarters in Chicago (River North) with the expectation of travel as needed to support business operations and expansion activities.
Position Responsibilities may include, but not limited to: - Loyalty Program Own the loyalty program day to day within our platforms, including enrollment, earn-and-burn strategy, tiers, rewards, and promotional offers that drive repeat visitation and guest value. Develop and execute promotional, seasonal, and event-driven CRM campaigns supporting company initiatives and venue-level objectives.
- Lifecycle Journeys Build and manage the full guest lifecycle in the Braze platform, from welcome through win-back. Develop triggered and personalized communications across email and SMS.
- Campaign Execution & Calendar Management Plan and deploy one-off email and SMS campaigns to support promotional offers, events, and seasonal moments. Manage the campaign calendar to ensure timely, coordinated communication across all guest touchpoints.
- Loyalty Platform Management Own offer creation, promotional code deployment, and campaign configuration within our loyalty platform.
- Segmentation Develop audience strategies across our core guest segments, delivering the right message to the right guest at the right time.
- Measurement Tie loyalty and lifecycle activity to revenue, visit frequency, guest retention, and spend per visit. Build reporting that demonstrates measurable business impact.
- Testing and Optimization Maintain a consistent test-and-learn agenda across offers, timing, creative, and audience strategy. Analyze results and scale what drives performance.
- Platform and Data Management Ensure our loyalty platforms remain healthy, integrated, and aligned with the broader marketing technology stack. Partner with Technology and Analytics teams to support personalization, automation, and measurement. Maintain compliance standards across email & SMS, including consent, opt-in/opt-out, and applicable privacy requirements.
- Cross-Functional Partnership Collaborate with marketing team members on creative and offer strategy, Analytics on measurement and insights, and Operations on execution and guest experience within the venue.
Required Skills and Experience: - 5-7 years of experience in loyalty, lifecycle, CRM, or retention marketing, ideally within multi-unit hospitality, restaurant, retail, or experiential brands.
- Hands-on experience managing loyalty and lifecycle marketing platforms. Braze experience strongly preferred; comparable platforms considered.
- Strong analytical skills with the ability to build segments, interpret performance, and connect marketing activity to business outcomes.
- A test-and-learn mindset with a track record of launching, measuring, and optimizing programs.
- Strong guest instincts and an understanding of what drives repeat visitation, engagement, and loyalty.
- Highly organized and detail-oriented, with the ability to manage multiple campaigns, journeys, and offers simultaneously.
- Collaborative, low-ego approach and comfort working across Brand, Analytics, Technology, and Operations teams.
Benefits: We have a guest service mindset and treat our associates the same way, offering our full-time, eligible associates:
- Health/dental/vision coverage options
- Company paid Life and AD&D Insurance
- Voluntary short term and long term Disability Insurance
- Generous PTO, including paid parental leave
- Associate discounts (FREE mini golf!)
