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 ResponsibilitiesDefine and execute the loyalty strategy for two QSR brands in CEE region, aligned with business and brand objectivesLead the implementation, rollout, and ongoing development of loyalty programs, including launches in new marketsOwn the performance of loyalty programs, tracking KPIs such as active members, frequency, retention, spend, and CLVCreate and execute CRM campaigns to support both loyalty program needs or any other marketing initiativesCoordinate cross-functional stakeholders (Marketing, CRM, Digital, IT, Finance, Data, Operations, Legal) to ensure effective deliveryManage relationships with technology providers and external agenciesAdapt global loyalty frameworks to local market needs, ensuring legal and operational complianceAnalyze customer and program data to identify insights, optimization opportunities, and growth initiativesPrepare business cases, reports, and presentations for senior stakeholdersLead, mentor, and develop a team of two Specialists, setting clear goals and prioritiesManage the loyalty budget, including rewards, campaigns, and technology costsEnsure compliance with data protection and consumer regulations (e.g. GDPR)Monitor market trends and competitor activity to introduce innovative loyalty mechanics Requirements & Qualifications5+ years of experience in loyalty programs, CRM, digital marketing, or customer engagement, preferably in QSR, retail, or FMCGProven experience in implementing and managing loyalty programs  & CRM campaigns across multiple marketsPrevious people management experience (direct or functional leadership)Strong understanding of loyalty mechanics, rewards structures, and customer segmentationExperience working with loyalty platforms, mobile apps, CRM tools, and data analyticsAbility to manage complex, cross-functional, and international projectsStrong analytical skills and business mindsetExcellent communication and stakeholder management skillsFluent English (written and spoken); additional languages are a plus Key CompetenciesStrategic thinking with strong execution focusCustomer-centric and data-driven approachLeadership and team developmentProject and change managementAbility to work in a fast-paced QSR environmentProblem-solving and decision-making skills