The Challenge
You'll own the entire CRM strategy for a fast-growing restaurant brand obsessed with guest experience. This is your chance to build systems that turn one-time visitors into loyal regulars while managing customer data at scale.
Your Mission
Audit current HubSpot setup and establish baseline metrics for guest engagement, retention, and acquisition
Design and launch first automated guest loyalty/re-engagement campaign to existing customer base
Train sales, marketing, and customer service teams on HubSpot best practices and standardized data entry
Map customer journey touchpoints and identify top 3 process gaps causing retention friction
Execute 3+ segmented campaigns targeting repeat purchase behavior with measurable lift in guest frequency
Reduce data quality issues by 80% through enhanced validation rules and team accountability
Implement predictive analytics to identify at-risk customers and build churn prevention playbook
Establish quarterly CRM performance dashboard covering retention rate, CAC, LTV, and campaign ROI
KPIs You'll Own
Guest Retention Rate
Percentage of customers making repeat purchases within 90 days; target 35%+ improvement YoY
Campaign Conversion Rate
Email/SMS engagement and redemption rates; benchmark against hospitality benchmarks (8-12%)
CRM Data Quality Score
Completeness and accuracy of customer records; aim for 95%+ clean data across all fields
Customer Lifetime Value (LTV)
Average total revenue per guest; track month-over-month growth linked to CRM initiatives
Tools & Stack
Your Team
Your Manager
Not specified; likely VP Marketing or Operations
Current Team
Sales, Marketing, Customer Service teams utilizing CRM
Backfill or new strategic hire to scale guest loyalty operations
The Package
Salary
$90K-$130K base
Remote
On-site, El Segundo, CA
Benefits & Perks
Company Intelligence
Fast-casual restaurant brand delivering fresh, fearlessly-flavored sandwiches, salads, and more. Mission-driven on creating memorable guest experiences with quality ingredients and creative menu combinations.
Customers
Direct-to-consumer restaurant guests
Culture
Fast-paced, team-oriented, guest-obsessed
Is This Role For You?
- You've managed HubSpot at scale and can speak fluently about workflows, segmentation, and data hygiene
- You love translating customer data into actionable insights that drive business metrics you own
- You thrive in cross-functional environments-you're equally comfortable with sales, marketing, and ops
- You're hungry to build loyalty programs and retention strategies from the ground up
- You're looking for a purely technical HubSpot admin role; this is strategic leadership requiring business acumen
- You need significant flexibility or remote work; this is on-site El Segundo, CA
- You lack hands-on CRM platform experience or find data analysis tedious
Interview Process
Easy Apply + Resume Screening
Submit via Jobot portal. Doug Wright's team screens for HubSpot depth and CRM strategy experience.
Phone Screen
Likely with hiring manager covering relevant CRM projects, HubSpot certifications, and hospitality/B2C experience
Case Study/Strategy Presentation
Build a sample guest retention campaign or audit a CRM setup (typical for manager-level roles)
Final Round
Meet cross-functional stakeholders (sales, marketing, ops) to evaluate collaboration fit
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Context
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.