The Challenge
THBAT HOLDING COMPANY is scaling aggressively across 12+ restaurant brands with plans to open 25 new locations. You'll own the CRM strategy that keeps customers coming back across their entire portfolio-from fine dining to fast casual.
Your Mission
Audit current CRM setup across all 12 brands and identify data quality gaps, then establish baseline customer satisfaction and retention metrics
Map customer journeys across touchpoints and design retention campaigns targeting high-value segments
Set up quarterly business reviews with franchise/location managers to align CRM priorities with expansion roadmap
Implement customer feedback loops from all brands and prioritize top 5 pain points for resolution
Launch automated retention campaigns (email, SMS, in-app) targeting repeat customers, measuring 15%+ lift in repeat visit rate
Reduce customer service resolution time by 25% through process optimization and team training
Build customer segmentation model driving personalized offers by cuisine type, location, and visit frequency
Scale CRM infrastructure to support 25 new locations with standardized processes and training playbooks
KPIs You'll Own
Customer Retention Rate
Track % of customers making repeat purchases month-over-month across all brands.
Customer Satisfaction Score (CSAT)
Net measure of satisfaction from feedback surveys, target 85%+ across touchpoints.
Customer Lifetime Value (CLV)
Average revenue per customer over their lifetime; benchmark and grow by 20% annually.
Response Time to Customer Issues
Average hours to resolve feedback/complaints; target <24hr for urgent issues.
CRM Data Completeness
% of customer records with complete, accurate data across all required fields.
Tools & Stack
Your Team
Your Manager
Likely VP of Operations or Marketing (not specified)
Current Team
Unknown-assume small support team or building from scratch
New role or existing backfill (not specified)
The Package
Salary
$65K-$85K base
Remote
On-site in Chicago, IL with occasional remote flexibility
Benefits & Perks
Company Intelligence
THBAT HOLDING COMPANY operates 12+ fine dining, casual, and fast-food restaurant brands (Oriental American, Turkish, Armenian cuisines) across multiple locations. Established 15 years ago, they're in aggressive expansion mode-opening 25 new branches to scale their portfolio.
Customers
Multi-brand restaurant portfolio; diverse dining segments
Culture
Growth-focused, innovation-driven, customer-obsessed
Is This Role For You?
- You've managed CRM or loyalty programs in hospitality, retail, or multi-location B2C businesses
- You're comfortable with data analysis and can translate customer insights into actionable retention strategies
- You thrive in fast-growth environments where you're building playbooks from scratch
- You speak fluent CRM tools (Salesforce, HubSpot) and can own integrations with POS systems
- You need full remote work-this is on-site in Chicago with occasional flexibility
- You're primarily a strategist who doesn't want hands-on CRM execution and tool management
- You have zero experience in food & beverage or multi-location retail environments
Interview Process
Phone screen
30 min-discuss CRM background, experience scaling across locations, and why hospitality interests you
CRM case study
Present a past retention campaign: metrics, tools, results, and what you'd do differently
Manager conversation
Deeper dive on strategy, team collaboration, and 90-day plan for the role
Onsite/final
Meet leadership team, tour operations, discuss company expansion roadmap and your role in scaling
Ready when you are
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.