CRM & Loyalty Manager

Our Story:

Story Cannabis was built by misfits on a mission — people bold enough to shift the cannabis narrative and create something better. Founded in 2021 by industry veterans, Story is a vertically integrated company headquartered in Phoenix, operating across Arizona, Maryland, Ohio, and Louisiana, and we’re just getting started.

Our vision is to bring hope, happiness, and healing to the world through cannabis, and we’re doing it one state, one store, and one customer at a time.

Leadership defines how we show up. Data drives how we grow. Gratitude keeps us grounded. Unity fuels our momentum. And growth, in every sense, inspires everything we do.

If you’re ready to challenge what’s expected and shape the future of cannabis, your next chapter starts with Story.

Overview:

The CRM & Loyalty Manager will own the strategy and execution of Story's customer engagement, retention, and loyalty programs across email, SMS, and other owned channels. This role is central to Story's retention strategy—responsible for developing, launching, and scaling a new loyalty/rewards program that drives repeat visits, deepens customer relationships, and builds lasting brand affinity. Success in this role means turning casual shoppers into loyal advocates who visit frequently and spend more over time.

This position requires a retention-obsessed marketer who understands that keeping customers is more valuable than finding new ones. You'll be the architect of programs that reduce churn, increase purchase frequency, and maximize customer lifetime value (LTV) across all Story markets.

Responsibilities:

• Run Story's loyalty/rewards program, creating a differentiated experience that drives frequency and retention.
• Build loyalty mechanics that go beyond points-for-dollars—incorporating behavioral triggers, tier progressions, and experiential rewards that create habit and emotional connection.
• Develop and execute retention strategies and tactics that measurably reduce customer churn, increase visit frequency, and grow customer lifetime value.
• Own the loyalty program P&L, balancing reward generosity with margin protection and liability management.
• Monitor competitive loyalty programs and industry trends to ensure Story's program remains differentiated and compelling.
• Audit current lifecycle and loyalty strategies, identifying opportunities to improve retention and LTV.
• Lead customer journey mapping to optimize the full lifecycle—from acquisition to retention to advocacy—across digital and retail channels.
• Drive segmentation, targeting, and dynamic content strategies across all lifecycle stages to maximize engagement and retention.
• Build and manage automated marketing flows including onboarding, retention, re-engagement, win-back, and churn prevention campaigns.
• Manage end-to-end production of email and SMS/MMS campaigns to meet the messaging calendar.
• Monitor and analyze performance of lifecycle and loyalty programs, extracting actionable insights and continuously improving outcomes.
• Report channel KPIs to senior leadership with actionable insights and recommendations.
• Lead the migration to Klaviyo as our primary CRM platform, ensuring seamless transition with minimal interruption to marketing programs.
• Optimize CRM systems and tools to enhance customer engagement, send capabilities, and marketing tactics.
• Manage technology partner relationships for CRM, SMS, and loyalty platforms, maintaining regular communication to maximize platform capabilities.
• Collaborate with Paid Marketing, Retail Operations, Merchandising, and other teams to ensure cohesive messaging and alignment across all channels.
• Stay ahead of industry trends and emerging channels, continuously refining and innovating Story's lifecycle marketing approach.

Qualifications & Requirements:

• Bachelor's degree in Marketing, Business, or related field preferred.
• 5+ years of experience managing CRM programs, lifecycle marketing, or retention marketing, with a proven track record of driving engagement, retention, and revenue.
• Demonstrated experience developing and launching loyalty/rewards programs that drive measurable business results.
• Experience with Klaviyo is strongly preferred; familiarity with other CRM platforms (e.g., SpringBig, Happy Cabbage) and marketing automation tools is valuable.
• Deep expertise in multi-channel marketing including email, SMS, push, and direct mail.
• Strong understanding of customer segmentation, targeting, personalization, and retention techniques.
• The ability to translate customer insights into journey improvements that address pain points and reduce churn.
• Excellent project management skills with the ability to prioritize and manage multiple initiatives in a fast-paced environment.
• Experience in retail brands is highly preferred; e-commerce or subscription-based industry experience also valuable.
• Cannabis industry experience is a plus but not required.
• Knowledge of data privacy regulations and best practices in email marketing, SMS, and customer communications.
• Knowledge of cannabis compliance/regulatory requirements for Email & SMS preferred.

Physical Requirements:

This role requires prolonged periods sitting at a desk and working on a computer.

 

Our Benefits:

• Paid time off (PTO) including 8 paid holidays per year*
• Medical Insurance, which includes a 100% company paid option for employees*
• Dental Insurance, which includes a 100% paid option for employees*
• Vision Insurance, which includes a 100% paid option for employees *
• 401k retirement savings plan*
• Company paid Short-Term & Long-Term disability*
• Company paid Life Insurance*
• Employee Assistance Program (EAP)
• Employee referral program
• Commuter benefits*
• Product discounts
• Additional compensation incentives (tips, bonuses, etc.)

*For full-time positions only

 

We want our story to be one that fosters an inclusive culture and provides an enriching employee experience. As an equal-opportunity employer, we embrace individuals from all backgrounds, experiences, abilities, and perspectives. We believe in providing equal opportunities to all individuals, including those who may have encountered legal issues related to previous marijuana laws. We understand that these laws have disproportionately impacted certain communities and individuals. We are committed to considering all candidates based on their qualifications, skills, and potential to contribute to our team, rather than focusing solely on past legal encounters. We encourage individuals from diverse backgrounds, including those with past involvement with the legal system, to apply for positions within our organization.