The Challenge
Shake Shack is scaling fast and needs someone to architect a world-class loyalty program and own delivery/channel strategy across first and third-party platforms. You'll build the CRM backbone that drives repeat visits and competitive differentiation in a crowded QSR space.
Your Mission
Audit current loyalty program mechanics, CRM integration points, and delivery performance across all channels-identify quick wins and gaps
Define segmentation strategy and launch first integrated lifecycle campaign targeting high-value repeat guests
Map delivery channel performance (first-party vs third-party) and establish baseline metrics for acquisition cost and LTV
Build cross-functional roadmap with operations, product, and finance teams; staff and align the loyalty/channel marketing org
Scale loyalty program acquisition by 25-40% through optimized funnel, partner integrations, and awareness campaigns
Increase loyalty member transaction frequency by 15%+ through personalized push/email lifecycle campaigns
Grow delivery channel sales 20%+ via promotional calendar optimization, third-party advertising spend, and product bundling
Launch gift card strategy (digital and physical) generating incremental revenue and driving omnichannel engagement
KPIs You'll Own
Loyalty Program Membership Growth Rate
Month-over-month new member acquisition, tracked against target cohorts and channel source.
Loyalty Member Repeat Transaction Rate
Percentage of enrolled members transacting 2+ times per month; primary retention and engagement signal.
Delivery Channel Revenue Growth
Combined GMV across first-party and third-party delivery; tracked by platform and promotional cadence.
Customer Acquisition Cost (CAC) by Channel
Cost to acquire new loyalty member via email, paid social, in-app, and delivery platform advertising.
Customer Lifetime Value (CLV)
Total spend per loyalty member over 12 months; benchmark against cohort vintage and channel source.
Email & Push Engagement Rate
Open and click-through rates by segment; primary lever for lifecycle marketing effectiveness.
Gift Card Sales & Velocity
Revenue from gift card program; track digital vs physical mix and redemption timing.
Tools & Stack
Your Team
Your Manager
Chief Marketing Officer or VP of Marketing
Current Team
Cross-functional: CRM specialists, channel marketers, delivery operations, analytics, product
New strategic leadership role; likely backfill or expansion given scale ambitions
The Package
Salary
$180K-$220K base
Variable
10-20% annual bonus tied to loyalty acquisition, retention, and revenue metrics
Equity
Likely equity grant if public company; confirm with recruiter
Remote
On-site at Atlanta or New York support center (225 Varick St, NYC or 2 Ballpark Center, Atlanta)
Benefits & Perks
Company Intelligence
Shake Shack is a fast-growing, premium QSR brand with 400+ locations globally, known for premium burgers, shakes, and 'Stand For Something Good' mission. Public company (NYSE: SHAK) scaling rapidly in delivery and digital channels. Strong brand equity and loyal customer base in urban markets.
Founded
2004
Team Size
2,000+
Funding
Public (IPO 2015)
Customers
Urban QSR consumers; delivery users; loyalty program members
Culture
People-first, mission-driven, inclusive, fast-paced growth environment with emphasis on cross-functional collaboration
Is This Role For You?
- You've built and scaled a loyalty program in QSR, fast-casual, or premium retail-you know acquisition mechanics, retention psychology, and CRM architecture
- You're comfortable with data: you live in SQL, Tableau, or analytics tools and make decisions based on metrics, not hunches
- You thrive in cross-functional environments and can influence ops, product, and finance without direct authority
- You're strategic but scrappy-you can design a 12-month roadmap and also roll up your sleeves to execute a campaign this month
- You understand omnichannel: loyalty, email, push, paid social, delivery platforms, and gifting all feel like one ecosystem to you
- You've only worked B2B or in non-QSR verticals-loyalty mechanics differ significantly and you'll be starting from scratch on industry context
- You prefer hands-off leadership or ambiguity-this role demands clarity on metrics, accountability, and rapid decision-making
- You're not comfortable with on-site work; both NYC and Atlanta HQs expect regular in-person presence for cross-functional collaboration
Interview Process
Recruiter Screen (30 min)
Vet background, loyalty program experience, and motivation for QSR/Shake Shack
Hiring Manager Interview (45-60 min)
Deep dive on past loyalty program builds, metrics, team leadership, and strategic thinking
Case Study / Take-Home Project (1-2 hours async)
Design a loyalty acquisition strategy or analyze delivery channel data; show your analytical and strategic chops
Cross-Functional Panel (60 min)
Meet CMO/VP Marketing, head of CRM/analytics, and delivery operations lead; assess collaboration fit
Final Executive Interview (30-45 min)
CEO or COO conversation; confirm culture fit and long-term vision alignment
Ready when you are
Interested in this role?
Apply now and hear back within days, not weeks.
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Growth marketers drive user acquisition, activation, and retention through data-driven experimentation. They sit at the intersection of product, data, and marketing — running A/B tests, building funnels, and scaling what works.