Loyalty & Engagement Strategy Manager

Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry by helping customers deliver more personalized and profitable guest experiences. As a result, our digital ordering, payment, and guest engagement solutions and data enable brands to do more with less and make every guest feel like a regular. We are seeking a Loyalty & CRM Solutions Strategist who is passionate about helping restaurant brands build meaningful relationships with their guests. In this role, you will partner with restaurant operators, marketing teams, and technology leaders to design, implement, and optimize loyalty and CRM strategies that drive guest engagement, retention, and revenue growth. Reporting to the VP, Customer Success, you will act as both a strategic advisor and product expert, helping brands translate business objectives into effective loyalty program structures and CRM-driven guest engagement strategies. You will work with customers in varying states of loyalty and engagement maturity and at different stages of their relationship with Olo, so adaptability and context in how you work will vary by Customer. The ideal candidate combines restaurant industry knowledge, loyalty and marketing strategy, CRM expertise, and technical solution design. This role can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.
What You'll Do

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.

What We'll Expect From You

• 5+ years of experience in loyalty programs, CRM/customer engagement platforms, restaurant technology, or solutions consulting.
• Mastery of guest engagement strategies and lifecycle marketing.
• Ability to translate business requirements into technical solution configurations supported by Olo Loyalty and Engage platform.
• Excellent client-facing, facilitation, and presentation skills.

About Olo

Olo is a leading restaurant technology provider with ordering, payment, and guest engagement solutions that help brands increase orders, streamline operations, and improve the guest experience. Each day, Olo processes millions of orders on its open SaaS platform, gathering the right data from each touchpoint into a single source—so restaurants can better understand and better serve every guest on every channel, every time. Over 800 restaurant brands trust Olo and its network of more than 400 integration partners to innovate on behalf of the restaurant community, accelerating technology’s positive impact and creating a world where every restaurant guest feels like a regular. Learn more at olo.com. We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you're in the New York City area, you can choose to work remotely or from Olo's headquarters. We offer great benefits, such as 20 days of paid time off, 10 sick days, 11 holidays, plus year-end closure, health, dental, and vision coverage for yourself and your family, a 401k match, remote-office stipend, a generous parental leave plan, volunteer time off, gift matching policy, and more! Our best estimate of the compensation range for this opportunity is $77,000 - $110,500 annually, depending on your experience and location. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

We encourage you to apply!

At Olo, we believe bringing together people with varied experiences and viewpoints leads to better results. Don't check every box in the job description? Research shows many qualified candidates hold back from applying unless they meet all listed requirements. We're committed to creating a genuine workplace where everyone can contribute their best work—this improves our decision-making and helps us better serve our communities. So if you're enthusiastic about this role but your background doesn't align perfectly with every qualification, we encourage you to apply anyway. You might be exactly the right fit for this or other positions. All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status. California Residents: CCPA notice