The Challenge
Panda Restaurant Group is scaling its customer data and loyalty strategy to drive lifetime value across millions of guests. You'll own the end-to-end CRM and loyalty roadmap, building a test-and-learn culture that moves from segment-based to 1:1 personalization at scale.
Your Mission
Audit current CRM segmentation, journey architecture, and loyalty program KPIs; establish baseline incrementality metrics and data quality standards
Define 12-month CRM and loyalty strategy with clear enrollment, frequency, and retention targets; align stakeholders on priorities
Build and socialize event taxonomy, identity resolution approach, and first-party data capture roadmap across Product, Ops, and Guest Care
Launch 2-3 high-impact test-and-learn initiatives (e.g., send-time optimization, segment reactivation) to prove incremental impact
Scale 1:1 personalization across email, push, and in-app; implement control/holdout architecture to measure true uplift vs. segment sends
Increase loyalty enrollment by 15-20% YoY and active member frequency by 10%+ through optimized onboarding and engagement journeys
Operationalize AI/ML use cases (propensity, churn prediction, offer affinity) and embed into activation workflows with monitoring dashboards
Develop team capability in experimentation, data storytelling, and cross-functional partnership; identify and backfill skill gaps
KPIs You'll Own
Customer Lifetime Value (CLV)
Track incremental revenue per loyalty member, segmented by cohort and channel, to measure profitability of CRM and loyalty investments.
Loyalty Active Member Rate & Frequency Lift
Monitor percent of enrolled members who transact monthly and average visits per member to assess engagement and program health.
Email/Push Engagement & Incremental ROI
Measure open rates, click-through rates, and incremental revenue per send using control/holdout groups to validate true campaign impact.
Churn Rate & Reactivation Success
Track percent of at-risk members and conversion rate of reactivation campaigns to ensure retention programs drive bottom-line results.
Data Quality & Segmentation Precision
Monitor profile completeness, identity resolution accuracy, and segment stability to ensure targeting foundation is sound.
Tools & Stack
Your Team
Your Manager
Chief Marketing Officer or VP Growth (implied)
Current Team
Not specified; assume 3-6 person CRM/loyalty team (email manager, loyalty specialist, analyst, potentially data engineer)
Likely backfill or expansion; team composition to be clarified during interview
The Package
Salary
$180K-$240K base
Variable
15-25% annual bonus (estimated)
Remote
On-site, Rosemead, CA (full-time)
Benefits & Perks
Company Intelligence
Panda Restaurant Group operates Panda Express, a leading quick-service restaurant chain with thousands of locations globally and a massive digital customer base. The company is modernizing its customer engagement and loyalty infrastructure to compete in an increasingly digital, personalization-driven QSR market.
Customers
Millions of Panda Express guests across US and international markets
Is This Role For You?
- You've run CRM strategy, loyalty programs, or lifecycle marketing at scale—ideally in QSR, retail, or direct-to-consumer B2C
- You're fluent in experimentation methodology (control/holdout testing, incrementality measurement, statistical rigor) and can translate insights into action
- You thrive building cross-functional alignment across Product, Ops, Analytics, and Brand—and you're comfortable navigating ambiguity with data
- You're excited by the AI/ML opportunity and have scoped or operationalized propensity, churn, or personalization models before
- You're looking for a fully remote role; this is on-site in Rosemead, CA
- You've only worked in B2B SaaS or enterprise software; you lack direct experience in consumer/retail customer engagement and loyalty
- You expect a built-out team on day one; you'll need to iterate, hire, and develop talent alongside strategy execution
Interview Process
Recruiter Screen
20-30 min call on CRM/loyalty background, motivation for QSR, and willingness to relocate/work on-site
Hiring Manager Interview
45-60 min with CMO or VP Growth; deep dive on strategy approach, team leadership, and cross-functional partnership style
Case Study or Presentation
Design a CRM/loyalty roadmap or diagnostic for a hypothetical QSR scenario; present findings and recommendations
Cross-functional Panel
30-45 min conversation with Product, Ops, Analytics leads to assess alignment, communication, and collaborative problem-solving
Executive Alignment
Brief conversation with senior leader (CMO, COO) to confirm strategy fit and reporting structure clarity
Interested in this role?
Apply now and hear back within days, not weeks.
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About CRM & Lifecycle Roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.