Digital Operations & CRM Manager

Description

Position summary

The Digital Operations & CRM Manager owns the day-to-day performance and health of Steele Brands' digital revenue channels for Crisp & Green and Puralima. This role leads first-party ordering (Olo), third-party delivery (DoorDash, Uber Eats, Grubhub) and guest engagement through loyalty and CRM (Punchh). The Manager is accountable for channel uptime, campaign execution and results, and is the primary owner of SBM's delivery partner and Punchh Managed Services relationships.

Key responsibilities

Digital channel operations (~40%)

• Own digital channel uptime and ordering accuracy across all restaurants; build and maintain escalation paths for channel issues.
• Lead resolution of 3PD/POS integration issues across Olo, DoorDash, Uber Eats and Grubhub; track root causes and drive permanent fixes with vendors and IT.
• Serve as Olo platform owner: set configuration standards for menus, pricing, hours and store status, and lead digital setup for seasonal menus, LTOs and new restaurant openings.
• Train and support restaurant teams on digital operations and tablet/order management best practices.

Loyalty, CRM & campaigns (~35%)

• Own loyalty and CRM program performance; build the guest journey and messaging roadmap with the VP of Digital.
• Manage Punchh Managed Services, setting priorities, approving builds and holding the vendor to timelines and quality.
• Lead vendor partnership and coordination for campaigns, and plan the multi-platform promotional calendar across 1PD and 3PD, including email campaigns, promo codes and offers.
• Approve offer logic, redemption rules and launch timing before campaigns go live.

Delivery partners & performance (~25%)

• Own relationships with DoorDash, Uber Eats and Grubhub account teams, including marketplace programs, promo funding and contract-level asks.
• Manage 3PD promo spend and digital vendor costs against budget.
• Own channel KPIs (sales, order volume, loyalty engagement, campaign ROI, uptime) and deliver regular reporting with clear recommendations to leadership.
• Partner with Operations, Marketing, Culinary, Finance, IT and Restaurant Services on launches, menu changes and channel issues.

Work environment

• Primarily in office at the Wayzata Support Center, with occasional restaurant visits.
• Restaurants trade evenings and weekends, so some after-hours response to channel outages is expected.

Requirements

Qualifications

• 4–6 years in digital operations, CRM/loyalty, off-premise or e-commerce, including at least 2 years owning a channel, platform or program.
• Hands-on experience with Olo, Punchh (or a comparable loyalty platform) and delivery marketplace merchant tools; multi-unit restaurant experience strongly preferred.
• Proven record managing vendors or agencies and external partners to defined outcomes.
• Comfortable managing a budget and making data-based decisions; strong Excel or BI skills.
• Clear communicator who can work with restaurant teams and present to senior leaders.