Manager, Loyalty Program

Manager, Loyalty Program

Job Purpose 

 

At Panera we believe that good food can bring out the best in all of us—food served in a warm, welcoming environment, by people who care, through a frictionless customer experience. We are looking for a Manager of Loyalty to join our team that will continue to grow and engage one of the largest loyalty and recurring revenue programs in the restaurant space. 

This person will be instrumental in running the day-to-day operations of the MyPanera and Sip Club programs, responsible for producing insights and reporting to assist in driving strategic decisions grow customer frequency and retention. This role requires strong business acumen in conjunction with the ability to build strong relationships with stakeholder teams and staying customer obsessed. 

A successful candidate is comfortable with ambiguity and thrives in driving large-scale changes to how we want to approach loyalty with our customers. This is a great role for someone who loves to dive deep into data and connect insights to actionable tactics 

Location: This position is based in Newton, MA and requires in-office presence three days per week, transitioning to four days per week (Monday-Thursday) in Weston, MA beginning in July 2027. 

 

Duties & Responsibilities 

 

The primary responsibilities of this job include, but are not limited to: 

 

• Support the development and execution of MyPanera loyalty strategy, helping drive member engagement, frequency, retention, and overall program growth. 

• Own key loyalty initiatives and workstreams from strategy through execution, including program enhancements, member benefits, promotions, challenges, and personalized experiences. 

• Become an expert within the loyalty engagement platform, building rewards, challenges, bonus points offers, and more.  

• Leverage customer insights, behavioral data, and competitive intelligence to identify opportunities to improve the member experience and strengthen loyalty. 

• Partner cross-functionally with Marketing, Digital, Product, Technology, Analytics, Operations, and Creative teams to bring loyalty initiatives to life across channels and serve as the loyalty SME. 

• Manage loyalty campaign calendars, ensuring timely execution and alignment across broader marketing and promotional priorities in partnership with cross-functional teams. 

• Monitor and analyze loyalty program performance, translating results into actionable insights and recommendations. 

• Lead test-and-learn initiatives to optimize loyalty benefits, communications, offers, and member experiences, using results to inform future program strategy. 

• Partner with CRM and lifecycle marketing teams to develop personalized communications and experiences across email, push, in-app, and other owned channels. 

• Collaborate with Analytics and Insights teams to establish KPIs, measure program performance, and evaluate the incremental impact of loyalty initiatives. 

• Stay current on loyalty and restaurant industry trends, competitive programs, emerging technologies, and best practices to identify opportunities to make MyPanera more rewarding, engaging, and valuable for members. 

• Prepare presentations, performance updates, and strategic recommendations for leadership and cross-functional stakeholders. 

 

Qualifications (Education & Experience) 

 

Qualifications include: 

 

• Bachelor’s degree from an accredited college/university; Course focus on marketing or business. 

• 3-5+ years of experience in a Loyalty or CRM role with experience in hands on work building rewards, challenges, and campaigns. 

• Ability to manage cross-functional marketing and technology teams, advocate for loyalty and collaborate across the organization to create integrated solutions 

• Restless and optimistic; Driven by purpose, fueled by collaborative environments 

• Experience of leveraging data driven insights to build new and innovative loyalty, subscription & digital experiences 

• Analytical thinker with ability to drive metrics and benchmarks to ensure continuous improvement in process and results Excellent listening, presentation, and written and verbal communication skills 

• Effective time management skills; ability to prioritize, delegate and meet deadlines 

• Strong ability to create, build and leverage relationships and effectively interface with executive-level team members and at the same time have willingness to roll up the sleeves to solve problems 

• Ability to interact and present to all levels of the organization, including top management. 

 

Working Conditions 

 

• Required travel – N/A 

 

Physical Requirements 

 

• While performing this job, the incumbent is regularly required to stand, sit, talk hear & use hands and fingers to operate keyboards 

 

Direct Reports 

 

• This position will have no direct reports 

Equal Opportunity Employer: Disabled/Veterans

Competitive Pay $104,942 - $125,930 annually

The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Newton Support Center