Loyalty & Engagement Strategy Manager - Olo

Loyalty Program Strategy
• Partner with restaurant brands to design loyalty strategies aligned with their business goals such as increasing guest acquisition, visit frequency, average check size, and retention.
• Recommend and design loyalty program structures including points-based programs, tiers, visit-based rewards, gamification, challenges, and personalized offers.
• Advise on best practices for loyalty programs across quick service, fast casual, and full-service restaurant models.
• Guide brands on integrating loyalty into the overall guest lifecycle and digital experience.

CRM Strategy & Guest Engagement
• Provide strategic guidance on CRM architecture and guest data strategy for restaurant brands.
• Help clients design segmentation frameworks based on guest behavior, visit frequency, spend patterns, and engagement signals.
• Recommend CRM-driven marketing strategies including lifecycle campaigns, personalized promotions, win-back campaigns, and guest reactivation initiatives.
• Advise on building guest journeys across channels such as email, SMS, mobile apps, digital ordering, and in-store experiences.
• Support clients in establishing data capture strategies at key guest touchpoints (POS, online ordering, app, loyalty enrollment).
• Guide brands on leveraging CRM insights to deliver personalized and relevant guest experiences.

Solution Design & Implementation
• Translate business requirements into configurable loyalty and CRM solutions within the Olo Loyalty platform.
• Design earning rules, redemption options, reward tiers, promotions, and automated marketing workflows.
• Partner with Implementation teams to ensure successful program deployments and integrations with POS, ordering, kiosks, mobile apps and marketing systems.

Data & Performance Insights
• Analyze loyalty and CRM performance metrics including guest enrollment, visit frequency, campaign engagement, reward redemption, and incremental revenue.
• Provide data-driven recommendations to optimize loyalty structures, segmentation strategies, and marketing campaigns.
• Help clients understand Loyalty and Engagement KPIs and provide guidance on how to develop reporting frameworks for loyalty and CRM performance.

Client Consulting & Enablement
• Facilitate discovery sessions and strategy workshops with restaurant marketing and operations teams.
• Educate clients on best practices in loyalty program design, CRM strategy, and guest engagement marketing.
• Support clients during program launch, post-launch optimization, and ongoing program evolution.
• May support ongoing optimization consulting as part of a professional services engagement.

Cross‑Functional Collaboration
• Work closely with Sales, Product, Brand Marketing, Customer Success, and Implementation teams to deliver a seamless client experience.
• Provide feedback from restaurant partners to help inform product enhancements and platform innovation.