Director of Growth & Guest Engagement

Director of Growth & Guest Engagement About The Crack Shack The Crack Shack is a chef-driven, premium fast-casual restaurant brand built around high-quality ingredients, exceptional hospitality, and an unforgettable guest experience. With locations across California and Las Vegas, we are focused on building a highly engaged guest community, increasing guest frequency, and creating sustainable growth as we scale. We're looking for a data-driven marketing leader who is equally comfortable analyzing guest behavior as they are building creative campaigns. This role is ideal for someone who loves loyalty marketing, CRM, digital growth, local store marketing, and turning guests into regulars. Position Overview The Director of Growth & Guest Engagement will lead guest acquisition, retention, loyalty, digital marketing, and local store marketing efforts across all locations. This role will be responsible for increasing guest frequency, strengthening loyalty engagement, improving retention, driving profitable digital sales, and building scalable systems that support long-term growth. This position reports directly to the executive leadership team and works closely with Operations, General Managers, and external agency partners. Key Responsibilities Loyalty & CRM- Own and optimize our loyalty program strategy Increase guest frequency and retention Develop lifecycle marketing campaigns for new, active, lapsing, and lapsed guests Manage guest segmentation and personalized marketing initiatives Build and execute email, SMS, and loyalty campaigns Guest Analytics & Growth- Analyze guest behavior and purchasing trends Track guest acquisition, retention, frequency, and lifetime value Develop reporting dashboards and performance metrics Identify opportunities to drive incremental traffic and revenue Digital Revenue & Off-Premise- Manage third-party marketplace marketing strategies Optimize digital ordering performance Evaluate promotions and offers based on profitability and guest behavior Partner with delivery providers to maximize visibility and returns Local Store Marketing- Develop scalable local store marketing programs Partner with General Managers to drive community engagement Build initiatives that increase repeat visitation and local awareness Support grand openings, local partnerships, and community outreach Marketing Leadership- Manage agency and vendor relationships Oversee annual marketing planning and budgeting Collaborate with operations and leadership on strategic growth initiatives Create a culture of accountability through measurable performance metrics Qualifications Required- 5+ years of multi-unit restaurant, retail, hospitality, fitness, or consumer growth marketing experience Experience managing loyalty, CRM, email, and SMS marketing programs Strong analytical and reporting capabilities Experience working with guest data and customer segmentation Proven success increasing retention, frequency, and customer engagement Excellent communication and leadership skills Preferred- Fast-casual or restaurant industry experience Experience with Toast, Punchh, Olo, Paytronix, Thanx, or similar platforms Experience managing third-party delivery marketplaces Multi-unit operating environment experience Success in the First 12 Months - Increase loyalty engagement and active member participation Improve returning guest percentage across locations Launch segmented lifecycle marketing programs Improve lapsed guest reactivation performance Increase measurable ROI from digital marketing investments Establish store-level guest engagement scorecards and reporting Show more Show less - Seniority level Director Employment type Full-time Job function Marketing and Sales Industries Hospitality Referrals increase your chances of interviewing at The Crack Shack by 2x See who you know