CRM Manager

CRM Manager (Comms, Offers & Lifecycle) sweetgreen is on a mission to build healthy 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 5,000 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. Our teams are our most valuable ingredient, the heart of our company, the face of our brand, and what truly makes the sweetgreen experience special and unique. The CRM Manager for Comms, Offers, & Lifecycle sits on the Loyalty & CRM team. This role owns the growth, planning, and operations of sweetgreen's owned channels (email, push, SMS, and in-app). They set the growth strategy for each channel, translate the marketing calendar into an integrated comms and offer plan, and build the operating system that lets the team deliver high-quality campaigns at speed. Operating with a high degree of autonomy, this person sets channel OKRs, reads engagement, retention, and revenue signals together, and brings recommendations forward without waiting for direction, partnering closely with Brand, Creative, Product, Finance, Data, and Ops to grow customer frequency, retention, and revenue. You will: • Own the strategy, OKRs, and growth plan for each owned channel: define channel roles and guardrails, expand audience reach, connect channel investment to business outcomes and incremental impact, and define success metrics. • Connect channel investment to business outcomes, recommend where to invest or pull back based on incremental impact, and build the case for new capabilities, tools, or vendors when the data supports it. • Connect channel investment to business outcomes; build weekly channel contribution targets as well as measurement and reporting capabilities. • Refine CRM offer strategy and lifecycle programs to orchestrate more effective journeys, improve CAV year over year, and maximize ROI on every discount dollar. • Develop audience and segmentation strategies and a CRM personalization roadmap to strengthen brand relevance for every loyalty customer. • Own the CRM test roadmap within the broader learning agenda to drive measurable outcomes and continuous improvement in channel performance. • Translate the marketing calendar (menu launches, brand moments, new restaurant openings, loyalty moments, partnerships) into an integrated CRM comms and offers calendar that balances needs across brand building, sales cycles, and customer experience. • Lead CRM campaign planning; execute in partnership with cross-functional teams, aligning activation ideas, technical enhancements, testing, tagging, and measurement strategy to maximize channel impact. • Build and maintain the operating system behind the work: briefs, intake, ideation, taxonomy, CRM feature requirements, QA standards, and campaign workflows. • Increase campaign velocity and quality while reducing errors and manual work, including strengthening sweetgreen’s use of automation and AI decisioning in marketing workflows. • Manage day-to-day relationships with platform partners (e.g., Braze, SessionM, Hightouch), leveraging partner relationships to inform strategy and manage costs. Desired traits: • You are self-directed, setting goals, prioritizing, and moving work forward with minimal oversight. • You think like a channel owner, connecting audience growth, channel health, and offer spend to revenue and margin. • You are a systems builder who creates processes, frameworks, and standards that scale. • You are a strong planner who balances competing prio