---
type: JobPosting
title: Director, CRM & Loyalty
company: Panda Restaurant Group
category: crm-lifecycle
seniority: DIRECTOR
contractType: FULL_TIME
remote: ONSITE
location: Rosemead, CA
salaryMin: 180000
salaryMax: 240000
salaryCurrency: USD
market: USA
postedAt: 2026-06-02
applyUrl: "https://olivia.paradox.ai/co/PandaRestaurantGroup2/Job?job_id=P1-4955512-1&posting_type=1"
canonical: "https://www.growthtalent.org/emplois/crm-lifecycle/panda-restaurant-group/director-crm-loyalty-panda-restaurant-group"
---

# Director, CRM & Loyalty

**Panda Restaurant Group** · Rosemead, CA

<!--rich-->{"tags":["B2C","CRM & Loyalty","On-site","$180K-$240K","Director-level","Quick Service"],"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.","objectives3m":["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"],"objectives6m":["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":[{"metric":"Customer Lifetime Value (CLV)","description":"Track incremental revenue per loyalty member, segmented by cohort and channel, to measure profitability of CRM and loyalty investments."},{"metric":"Loyalty Active Member Rate & Frequency Lift","description":"Monitor percent of enrolled members who transact monthly and average visits per member to assess engagement and program health."},{"metric":"Email/Push Engagement & Incremental ROI","description":"Measure open rates, click-through rates, and incremental revenue per send using control/holdout groups to validate true campaign impact."},{"metric":"Churn Rate & Reactivation Success","description":"Track percent of at-risk members and conversion rate of reactivation campaigns to ensure retention programs drive bottom-line results."},{"metric":"Data Quality & Segmentation Precision","description":"Monitor profile completeness, identity resolution accuracy, and segment stability to ensure targeting foundation is sound."}],"tools":["Salesforce Marketing Cloud or Klaviyo","Segment or mParticle","Amplitude or Mixpanel","Experimentation platform (Optimizely, VWO)","BI tool (Tableau, Looker)","Python or R for data analysis","ChatGPT or similar for AI/ML scoping"],"team":{"manager":"Chief Marketing Officer or VP Growth (implied)","current":"Not specified; assume 3-6 person CRM/loyalty team (email manager, loyalty specialist, analyst, potentially data engineer)","hiring":"Likely backfill or expansion; team composition to be clarified during interview"},"compensation":{"salary":"$180K-$240K base","variable":"15-25% annual bonus (estimated)","equity":null,"remote":"On-site, Rosemead, CA (full-time)"},"benefits":["Health, dental, vision insurance","401(k) with company match","Paid time off and holidays","Professional development and conference budgets","Employee dining/meal discounts","Wellness programs"],"company":{"about":"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.","founded":null,"headcount":null,"funding":null,"customers":"Millions of Panda Express guests across US and international markets","culture":null},"forYouIf":["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"],"wontWorkIf":["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"],"interviewProcess":[{"step":"Recruiter Screen","detail":"20-30 min call on CRM/loyalty background, motivation for QSR, and willingness to relocate/work on-site"},{"step":"Hiring Manager Interview","detail":"45-60 min with CMO or VP Growth; deep dive on strategy approach, team leadership, and cross-functional partnership style"},{"step":"Case Study or Presentation","detail":"Design a CRM/loyalty roadmap or diagnostic for a hypothetical QSR scenario; present findings and recommendations"},{"step":"Cross-functional Panel","detail":"30-45 min conversation with Product, Ops, Analytics leads to assess alignment, communication, and collaborative problem-solving"},{"step":"Executive Alignment","detail":"Brief conversation with senior leader (CMO, COO) to confirm strategy fit and reporting structure clarity"}]}

[Apply →](https://olivia.paradox.ai/co/PandaRestaurantGroup2/Job?job_id=P1-4955512-1&posting_type=1)

---

Canonical: https://www.growthtalent.org/emplois/crm-lifecycle/panda-restaurant-group/director-crm-loyalty-panda-restaurant-group