The Sr. Director, CRM reports to the SVP, Loyalty, Personalization & CRM and owns the assigned brand group (restaurant or specialty) CRM and lifecycle program end-to-end. This role serves as the senior CRM representative within the brand pod, partnering closely with Brand, Media, Creative, Technology, Analytics, and Loyalty teams to develop and execute CRM strategies that drive guest engagement, frequency, and same-store sales growth.
As a player-coach leader, the Sr. Director is responsible for both leading the CRM function and directly owning CRM strategy for assigned brands. The role requires close collaboration with the peer Sr. Director, CRM to jointly evolve enterprise CRM capabilities, define best practices, and advance the organization's long-term CRM and personalization roadmap across all brands, in partnership with the Loyalty team.
This position leads CRM-driven campaign and promotional performance analytics, ensuring CRM and Loyalty programs deliver measurable business impact. The Sr. Director serves as a strategic partner to assigned brand leadership and the SVP while helping shape enterprise CRM strategy and transformation initiatives.
