Loyalty & CRM Marketing Lead

For more than 75 years, Gelson’s has served Southern California with a premium grocery shopping experience focused on quality, service, and fresh offerings. As a well-established local market, Gelson’s combines a strong heritage with continued investment in customer engagement and shopping experience.

Position Summary

Lead Gelson’s Rewards program and CRM/lifecycle marketing to grow customer engagement, retention, purchase frequency, and lifetime value. Use customer insights, segmentation, personalization, and testing to deliver relevant experiences and measurable business results across digital, e-commerce, and in-store touchpoints.

Key Responsibilities

• Own and optimize Gelson’s Digital Rewards program, driving enrollment, activation, engagement, retention, and customer value.
• Develop CRM and lifecycle marketing approach, customer journeys, and targeted communications across email, digital, loyalty, and e-commerce channels.
• Use customer behavior, purchase patterns, and lifecycle stage to build effective segmentation, personalization, retention, re-engagement, and win-back programs.
• Identify opportunities to increase customer acquisition, conversion, repeat purchases, visit frequency, and incremental revenue.
• Manage the loyalty and customer marketing calendar, aligning programs with campaigns, promotions, and business priorities.
• Plan and evaluate tests across offers, messaging, timing, frequency, channels, and customer journeys; use results to continuously improve performance.
• Partner with Marketing Operations & Analytics to monitor KPIs, including enrollment, retention, engagement, spend, conversion, and customer lifetime value.
• Collaborate with Content, Creative, Merchandising, IT, Operations, and E-Commerce to deliver consistent customer experiences across digital and physical channels.
• Manage relationships with loyalty, CRM, technology, agency, and digital marketing partners; align deliverables and performance with business goals.
• Stay current on loyalty, CRM, lifecycle marketing, personalization, and digital customer engagement trends relevant to retail and grocery.

Experience & Education

• Approximately 4–7 years of experience in loyalty, CRM, lifecycle, retention, digital, or customer engagement marketing.
• Experience with loyalty or rewards programs, customer journeys, segmentation, personalization, and targeted communications.
• Experience using CRM, marketing automation, loyalty, or customer engagement platforms and working with external partners.
• Retail, grocery, consumer, e-commerce, restaurant, hospitality, or membership-program experience preferred.
• Bachelor’s degree in marketing, Business, Communications, Digital Marketing, or a related field preferred; equivalent relevant experience may be considered.

Knowledge & Skills

• Strong understanding of customer lifecycle marketing, loyalty, retention, and customer growth.
• Ability to translate customer and campaign data into practical marketing strategies and measurable improvements.
• Strong project management, analytical, problem-solving, communication, and presentation skills.
• Ability to manage multiple priorities and collaborate effectively across departments and with external partners.
• Customer-focused, proactive, and able to move initiatives from strategy through execution.

Success will be measured by growth in Rewards enrollment and active membership; improved retention, repeat purchasing, visit frequency, engagement, and customer value; stronger CRM and lifecycle campaign performance; incremental digital revenue; and effective execution and continuous optimization of customer marketing programs.

Job Type: Full-time

Pay: $87,000 - $95,000 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending accounts
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance