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