Manager of Loyalty & Customer Experience Programs

Location: Watertown, MA

Department: Commercial

About the Position

Department: Digital & Customer Experience

Reports To: Vice President of Digital & Customer Experience

Location: Watertown, MA (hybrid - 2 days a week in office, plus travel as needed)

Compensation: $112,00-120,000 + annual bonus

Travel: 10-20%

Our best members are the heart of ButcherBox, and we've built a set of programs to celebrate them — including Sizzle Society, our loyalty program, winner of Best Loyalty Program at the 2025 Modern Retail Awards. We're looking for a Manager of Loyalty & CX Programs to own this portfolio: the loyalty program and its tiers, our concierge and high-touch member services, and the gifting, recognition, and event programs that make membership feel special.

This is a builder-operator role. The programs have proven they can delight members and drive real business results; your job is to take them to the next level — sharpening the strategy, strengthening how we measure impact, and scaling what works. You'll collaborate with teams across the company and be the single accountable owner for how ButcherBox invests in its most loyal members.

What You'll Own

• Loyalty program strategy and operations — own the Sizzle Society program end-to-end: tier structure, benefits, rewards economics, and the roadmap for where the program goes next.
• Concierge and high-touch member services — define and scale our concierge model for top-tier members: who we contact, when, and through which channels, and how the service grows sustainably.
• Gifting, recognition, and events — run our surprise-and-delight, milestone gifting, and member recognition programs, along with premium member experiences and events.
• Program measurement and ROI — partner with Business Analytics on measurement: test-and-control design, incrementality reads, and clear program-level economics that guide where we invest.
• Vendor and partner management — manage the contractors, vendors, and tools that power these programs, including budget ownership and performance reviews.
• Cross-functional coordination — partner with product, merchandising, marketing/CRM, customer support, insights, brand, fulfillment, and analytics to bring member programs to life across every touchpoint.

What You'll Bring

• 5+ years of experience in loyalty, membership, lifecycle, or customer experience programs, ideally in e-commerce, subscription, or DTC.
• A track record of both designing programs and running them day-to-day — strategy and operations, not one or the other.
• Strong analytical skills: comfort with test-and-control design, incrementality, and ROI analysis, and a habit of letting the data guide investment decisions.
• Genuine hospitality instincts — you care how a member feels opening a gift or receiving a personal note, and you sweat those details.
• Experience managing vendors, agencies, or contractors, including budgets.
• Strong collaboration and stakeholder management skills; you bring partners along and build alignment across teams.
• Comfort using AI tools in your day-to-day work and curiosity about how they can extend personalized service.
• Ability to thrive in a lean, fast-moving environment with plenty of ambiguity.

Nice to Have:

• Experience with loyalty platforms (e.g., Yotpo, Smile, Antavo, Talon OneYotpo, Smile, Antavo, Talon One platforms).
• Experience running experiential or event-based member programs.
• Familiarity with subscription retention and lifecycle dynamics.