Digital Marketing & Loyalty Specialist

Champion the guest experience across digital channels by monitoring NPS and guest feedback, and partner cross-functionally to resolve guest and field inquiries, including loyalty account updates, deletion requests, and database management: opening/closing stores, digital menu, users, etc. This role owns the technical build, programming, and AI- deployment of guest communications and offers in Braze and uses data to connect loyalty growth to AUV growth, comp sales, and profitability while growing digital sales and Net Promoter Scores (NPS).

Overview:

If you’re looking for a purpose and not just a job, join the Smoothie King team and turn your purpose into a fulfilling passion!

 

Whether it’s your first job or your next career move, this is a place where your voice matters, your growth is supported, and your work has real impact.

 

We are not just the original smoothie brand; we are on a mission to inspire people to live a healthy and active lifestyle, because we are a brand that truly cares. We care about our team, creating a positive, supportive place to work. We care about our guests, helping them live healthier, more active lives. And we care about our communities, blending goodness into everything we do. With over 1,200 stores and counting, our success starts with our team! That’s why we focus on creating a workplace where people love to be; where teammates feel like family, and energy, fun, and positivity are part of the everyday culture.

 

Join us and become a part of our winning recipe: Hire the best people, use the best ingredients, and blend with a purpose.

General Overview:

The Digital CRM & Loyalty Specialist is a guest-obsessed, hands-on role responsible for the daily execution and growth of Smoothie King’s digital and loyalty marketing programs, including Healthy Rewards. This role owns the technical build, programming, and AI- deployment of guest communications and offers in Braze and uses data to connect loyalty growth to AUV growth, comp sales, and profitability while growing digital sales and Net Promoter Scores (NPS).

Essential Functions:

• Own the daily programming and deployment of guest communications in Braze, including emails, push notifications, and in-app messages, on a tight, week-ahead production timeline.
• Provide hands-on technical support for offers and promotions, including building, testing, and QA of offers, links, and rewards across Braze, Punchh, Olo, and NomNom prior to launch.
• Use behavioral data, segmentation, predictive insights, and AI-enabled decisioning to improve personalization and determine the most relevant message, offer, product, channel, and timing for individual guests and audiences.
• Own digital and loyalty KPIs; use SQL to analyze performance, connect loyalty growth to AUV growth, comp sales, and profitability, and translate findings into clear, compelling data stories for leadership.
• Build and optimize guest lifecycle strategies across key stages including acquisition, onboarding, engagement, frequency building, at-risk, win-back, and loyalty recognition.
• Champion the guest experience across digital channels by monitoring NPS and guest feedback, and partner cross-functionally to resolve guest and field inquiries, including loyalty account updates, deletion requests, and database management: opening/closing stores, digital menu, users, etc.
• Collaborate with the Marketing Department and cross-functional partners to QA all content, rewards, and outbound communications to ensure accuracy, using Wrike and Formstack to manage requests and workflows.
• Report weekly on digital sales, loyalty, and NPS trends, and recommend optimizations that increase guest count, guest ticket, comp sales, and market share.
• Continuously identify repetitive or manual processes that can be simplified, automated, or improved through AI, platform capabilities, or better workflow design.
• Stay current with emerging digital marketing and loyalty technology; identify and apply best practices to continuously improve program performance.

Major Responsibilities / Specific Requirements:

• Proficiency in SQL to query, analyze, and validate guest, loyalty, and sales data.
• Strategic and analytical thinker with exceptional problem identification, critical thinking, and problem-solving skills.
• Strong data storytelling skills, with the ability to translate complex data into clear insights, recommendations, and actionable business strategies.
• Guest-obsessed mindset with a deep understanding of guest experience and a passion for creating seamless digital guest journeys.
• Strong business acumen with the ability to connect marketing initiatives to business performance and profitability.
• Collaborative partner with the ability to work cross-functionally and influence franchisees and stakeholders at all levels of the brand.
• Leadership presence with a commitment to continuous learning and development; self-motivated with the ability to work independently and drive results.
• Exceptional organizational skills with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Excellent written, verbal, and presentation communication skills.
• Promote the culture, values, and mission of Smoothie King.

Education and Experience Requirements:

• Bachelor’s degree in marketing, Advertising, Communications, Business, or a related field preferred; alternatively, three (3) to five (5) years of experience in digital marketing, CRM, loyalty marketing, or guest lifecycle marketing. Restaurant and/or retail industry experience preferred.
• Hands-on experience with Braze, including campaign programming, audience segmentation, email deployment, push notification deployment, and journey orchestration; Braze certification, preferred.
• Experience utilizing marketing and restaurant technology platforms such as Punchh, Olo, NomNom (administrator level), AppsFlyer, SolarWinds, Wrike, and Formstack strongly preferred.
• Proven success driving digital sales growth, loyalty engagement, and Net Promoter Score (NPS) improvement.
• Demonstrated experience connecting loyalty program performance to key business metrics, including AUV growth, comp sales, guest retention, and profitability.
• Experience managing marketing technology budgets and vendor relationships.
• Intermediate to advanced proficiency with Microsoft Office Suite, including Excel, PowerPoint, Outlook, and Word.
• Personal passion for fitness is a plus.

What We Offer:

Join our team and enjoy an unusually fun work environment with an upbeat atmosphere and great team members. It is our purpose to maintain an environment our team members can brag about, where our focus and belief are built on our core values: We Are Better Together, We Keep Evolving, We Live Our Mission, We Do the Right Thing, and We Focus and Finish. With our core values at the forefront of every decision we make, it allows for collaboration, passion, and a no-limits mindset when it comes to your future! We keep our team happy with our great benefits package, free smoothies, flexible work schedules, office lunches and parties, monthly fitness challenges, free gym access, and more fun activities to make Smoothie King a happy and healthy place to work.

 

Our Mission

Inspire people to live a healthy and active lifestyle.

 

Our Vision

We make the world a better place by nourishing healthy habits.

 

 

At Smoothie King, when we say inspire people, we mean everyone. We champion a diverse and inclusive workforce that is representative of the guests we serve. We blend the unique members of our organization, celebrating what is both common and different to grow better together and Rule the Day. The foundation of our diversity efforts is closely tied to our core values, which includes “We Are Better Together” and “We Do the Right Thing”. We are proud to be an equal opportunity employer and consider all qualified candidates, without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, or medical condition or disability. If you are a person with a disability and you need assistance in applying for a position with Smoothie King, please call our People Services Department at 214-935-8900 and direct assistance will be provided.