Head of CRM Marketing

On-Site | Miami, FL The Director of Lifecycle Marketing builds and leads the strategy that turns first-time guests into loyal, repeat Lucky Strike fans. Reporting to the Chief Digital Officer, this leader owns CRM and omnichannel programs from acquisition through win-back, using data and testing to grow visit frequency, retention, and guest lifetime value. Own the end-to-end customer lifecycle strategy across acquisition, onboarding, engagement, retention, and win-back for bowling, entertainment, events, and loyalty programs Build and manage the CRM roadmap and omnichannel program (email, SMS, push, and paid/owned media) with personalized, behavior-triggered journeys Develop segmentation, audience, and propensity models with Data and Analytics to grow visit frequency, spend per guest, and membership/pass participation Plan and run testing and experimentation (A/B and multivariate) with clear KPIs: retention, repeat rate, CLV, and incremental revenue Partner with Operations, Events, Food & Beverage, Brand, and Revenue teams to align lifecycle campaigns with center capacity, promotions, and seasonal demand Manage martech and CRM platforms, vendors, and agency partners; ensure data quality, deliverability, and privacy/compliance (CAN-SPAM, TCPA, CCPA) Report performance to the Chief Digital Officer and executive leadership, translating data into clear recommendations Lead, coach, and develop a team of lifecycle, CRM, and email/SMS marketers Bachelor's degree in Marketing, Business, or a related field; MBA a plus 8+ years of lifecycle, CRM, or retention marketing experience, including 3+ years leading teams Proven record of driving measurable growth through personalization and lifecycle programs, ideally in hospitality, entertainment, restaurants, retail, or other multi-location consumer brands Hands-on expertise with CRM/marketing automation platforms (e.g., Salesforce Marketing Cloud, Braze, Klaviyo, Iterable) and customer data platforms Strong analytical skills, with fluency in SQL, BI tools, and test-and-learn measurement comfortable working on-site at the corporate office and occasionally visiting centers