Marketing Manager - Rewards & Membership Program at sweetgreen

| Culver City
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About sweetgreen:

sweetgreen is on a mission to build healthier communities by connecting people to real food. We passionately believe that real food should be convenient and accessible to everyone. Every day in each sweetgreen, our 3,500 team members make food from scratch, using fresh ingredients and produce delivered that morning. And in our local communities, we’re committed to leaving people better than we found them. We’re in the business of feeding people, and we’re out to change what that means.

Position Summary:

Drive the creation, implementation, and management of innovative and 'best in class' benefits and initiatives for the sweetgreen Rewards program and sweetgreen membership program, with an eye on improving the customer experience and a laser-focus on increasing customer/membership retention, purchase frequency, brand engagement, and lifetime value. The five major areas of responsibility are Program Management, Program Strategy, Project Leadership, Program Effectiveness Measurement+ Reporting, and Research.

Essential Job Functions:

  • Operate as the primary business owner for the sweetgreen Rewards program. Deliver a new program that will differentiate sweetgreen from the competitors and reinforce our Fast Company “Most Innovate” rating.
  • Similarly, operate as the primary business owner for the soon-to-be developed sweetgreen membership program.
  • Effectively manage the ongoing programs as released working with cross-functional partners to implement and optimize.
  • Develop new program features, promos & initiatives to deliver against program KPI's and lead the successful roll out across all customer touchpoints (stores, site, CRM, mobile, social, partners).
  • Expand the reach/value of the programs to drive ongoing customer acquisition, encourage active program participation, and encourage lapsed members to re-engage.
  • Work with Performance Marketing/CRM to plan, strategize and manage all core program communications (digital and physical), including lifecycle and reward notification series, as well as member online account experience, and in-store collateral/touchpoints. Must have familiarity with digital channel operations including SMS, push, email, interstitials, etc. Responsible for implementing automated and high-touch personalization efforts.
  • Lead cross-functional implementations and program enhancements partnering with internal groups from CRM, Brand Marketing, Creative, Finance, Restaurant Operations, Training, Customer Experience, Digital, IT and Analytics, as well as any external partners and vendors.
  • Develop and roll out timely training materials for customer-facing team members.
  • Partner for Design and rollout of new onboarding and digital/UX experience for members including site and app updates. Collaborate with the technology teams to define features and data requirements, and user stories to build and enhance the customer experience across all stages.
  • Oversee our member refer-a-friend program and its performance.
  • Develop and maintain reporting and analysis to deliver actionable insights to measure program/initiative performance, and inform future plans and program initiatives. Includes quantitative purchase behavior analysis as well as attitudinal metrics such as CSAT/Program NPS.
  • Be THE authority on the in-market member experience, including maintaining marketing calendars, collateral samples, and local events.
  • Contribute to annual planning, budgeting, and monthly re-forecasting for the program.
  • Be the face of the program to members, including VIP segments (attendance at some events may be required). Symbiotically, be the voice of members, articulating what they find delightful and where program needs further development.
  • Cultivate exceptional guest experiences for the high worth customer segments.
  • Build relationships with customers to drive sign-ups along with email capture.
  • Coordinate with legal and ensure all customer-facing materials are up to date and compliant.
  • Administer customer membership in program administrative platforms and make updates to accounts when necessary. Follow all PII protective measures.
  • Recommend and report to management schedule, feature, and resource prioritization and status across projects.
  • The position will have high visibility to marketing and company leadership. Strong presentation skills and the ability to lead informed debate on all aspects will be critical along with strong influencing skills and a demonstrated ability to collaborate across functional lines are required.
  • Conduct competitive research; identify and implement best practices from our industry and beyond; think outside of the box.
  • Supervisory Responsibility: No direct, administrative supervisory responsibility. However, the incumbent works cross-functionally, which requires the ability to lead projects, appropriately exert influence, build consensus/alignment across teams and achieve measurable results without direct authority.

 

Success Traits:

  • Interacts professionally and effectively through verbal and written communication. Rare blend of highly analytical/tech savvy but extroverted and gregarious.
  • Independently prioritizes and accomplishes multiple tasks within established timeframes and through the work of the team. Values the differences of others, yet drives initiatives forward.
  • Customer obsessed – loves thinking up sweet touches to surprise and delight.
  • Strong technical, creative and analytical approach to solving problems. Highly organized.
  • Ability to adapt quickly to rapidly changing business conditions.

Qualifications and Experience:

  • 5+ years of reward or subscription program experience that included technological/marketing platform competency (e.g. CRM software applications).
  • Must have track record of excelling in customer-focused role.
  • Demonstrated ability to deliver reward strategies that link directly to improved business performance.
  • Highly proficient in effective communication strategies that reinforce program value propositions. Previous responsibility for design and execution of programs across multiple communication channels including in-store messaging, direct mail, e-mail, social media, web.
  • Experience motivating teams - sustaining collaborative relationships at multiple levels in the company.
  • Ability to manage multiple projects in a fast-changing dynamic environment with many different stakeholders.
  • Ability to maintain composure and excellent customer/client relations under all circumstances.
  • High level of understanding about how data works and an ability to manipulate data using a variety of tools including Microsoft Excel and Access. Knowledge of web/digital analytics.
  • BA or BS degree, preferably in Marketing/Quantitative Field or Business Administration. MBA preferred. Must have basic P&L literacy.

What you'll get:

  • Competitive pay + bonus plan granted based on performance 
  • Health, dental + vision insurance
  • 401k
  • Flexible PTO, because we respect the need for work/life harmony
  • An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
  • To live the sweetlife and celebrate your passion + purpose
  • A collaborative family of people who live our core values and have your back
  • A clear career path with opportunities for development, both personally and professionally
  • Our annual Impact Retreat offsite
  • Free sweetgreen swag
  • Complimentary sweetgreen

Come join the sweetlife! 

sweetgreen provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law. 

sweetgreen participates in the federal government's E-Verify program to determine employment eligibility. To learn more about the E-Verify program, please click here.


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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • GrailsLanguages
    • GraphQLLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks

Location

Our office is positioned in the centerpiece for LA's newest creative generation, PLATFORM and directly across the street from the Metro Station.

What are sweetgreen Perks + Benefits

sweetgreen Benefits Overview

sweetgreen is committed to offering a benefit package with flexibility and options to help you live your sweetlife. Our suite of benefits includes the core options of medical, dental, and vision as well as other voluntary benefit options to help you create the benefit package that best meets the needs of you and your family.

We believe that our employees are the most important ingredients in our restaurants and aim to support you throughout your journey at sweetgreen. FAMILY FUND

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 5 months of parental leave for the primary caretaker. We believe in fully supporting new parents.
Flexible Work Schedule
sweetgreen provides employees with a flexible work schedule that includes flexible start and end times. Do what you love on *and* off the clock.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees Give back with 5 paid volunteering hours per year.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Sweetgreen has partnered with Classpass to offer a different kind of gym membership. All benefits-eligible employees receive a subsidy per month to use towards your membership.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
sweetgreen hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

FAMILY FUND

The family fund provides emergency financial aid to employees experiencing financial hardship caused by catastrophic events outside of your control, like a natural disaster or life altering personal crisis.

Every person in the sweetgreen family can elect to donate part of their paycheck to the family fund pool of money. This is the money that will be distributed to individuals who apply for funds that will help them cope with an unfortunate situation.

With your continued support, we can truly make an impact in the lives of our sweetgreen family members who are experiencing hardship.

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