Loyalty Programs & CRM Manager

The Loyalty Programs & CRM Manager will be responsible for the end-to-end ownership of loyalty programs and CRM for two QSR brands across three CEE markets. The role covers strategy, implementation, optimization, and day-to-day management of loyalty initiatives, with a strong focus on customer engagement, retention, and commercial performance. The position also includes people management and close cooperation with cross-functional and international teams.

Key Responsibilities

• Define and execute the loyalty strategy for two QSR brands in CEE region, aligned with business and brand objectives
• Lead the implementation, rollout, and ongoing development of loyalty programs, including launches in new markets
• Own the performance of loyalty programs, tracking KPIs such as active members, frequency, retention, spend, and CLV
• Create and execute CRM campaigns to support both loyalty program needs or any other marketing initiatives
• Coordinate cross-functional stakeholders (Marketing, CRM, Digital, IT, Finance, Data, Operations, Legal) to ensure effective delivery
• Manage relationships with technology providers and external agencies
• Adapt global loyalty frameworks to local market needs, ensuring legal and operational compliance
• Analyze customer and program data to identify insights, optimization opportunities, and growth initiatives
• Prepare business cases, reports, and presentations for senior stakeholders
• Lead, mentor, and develop a team of two Specialists, setting clear goals and priorities
• Manage the loyalty budget, including rewards, campaigns, and technology costs
• Ensure compliance with data protection and consumer regulations (e.g. GDPR)
• Monitor market trends and competitor activity to introduce innovative loyalty mechanics

Requirements & Qualifications

• 5+ years of experience in loyalty programs, CRM, digital marketing, or customer engagement, preferably in QSR, retail, or FMCG
• Proven experience in implementing and managing loyalty programs & CRM campaigns across multiple markets
• Previous people management experience (direct or functional leadership)
• Strong understanding of loyalty mechanics, rewards structures, and customer segmentation
• Experience working with loyalty platforms, mobile apps, CRM tools, and data analytics
• Ability to manage complex, cross-functional, and international projects
• Strong analytical skills and business mindset
• Excellent communication and stakeholder management skills
• Fluent English (written and spoken); additional languages are a plus

Key Competencies

• Strategic thinking with strong execution focus
• Customer-centric and data-driven approach
• Leadership and team development
• Project and change management
• Ability to work in a fast-paced QSR environment
• Problem-solving and decision-making skills