Growth Analyst, Digital Product & CRM (Loyalty)

Purpose

At Potbelly, we believe in feeding smiles — and that starts with understanding and connecting with our guests through data, insights, and innovation. The Growth Analyst, Digital Product & CRM (Loyalty) transforms data into meaningful insights that drive guest engagement, digital adoption, and loyalty growth.

What You’ll Do

• Lead a Culture of Experimentation
  • Design and execute A/B and multivariate tests across digital product features, CRM, and loyalty channels.
  • Develop structured testing roadmaps prioritizing high-impact hypotheses and ensuring statistical rigor.
  • Define success metrics for feature launches, campaigns, and guest engagement initiatives.
  • Earnest experimentation frameworks into both marketing and product development cycles.
• Elevate Product Analytics
  • Partner with Product and UX to define KPIs and measure feature adoption, engagement, and retention across digital touchpoints.
  • Translate user behavior, journey flow, and loyalty data into actionable insights that influence the digital product roadmap.
  • Identify friction points and growth opportunities across app, web, and online ordering experiences.
  • Conduct post-launch analyses to evaluate feature success and guide future iterations.
• Analyze and Optimize Campaign & Loyalty Performance
  • Monitor CRM, loyalty, and digital campaign performance to identify lift drivers and engagement trends.
  • Build dashboards and reports that balance marketing and product KPIs — from conversion rates and redemptions to feature adoption and guest lifetime value.
  • Conduct control group and lift analyses to measure impact across channels and audiences.
  • Recommend optimization strategies for targeting, offers, and personalization based on test results.
• Strengthen Data Infrastructure & Collaboration
  • Work closely with Data and Martech teams to enhance measurement, testing, and reporting capabilities.
  • Automate dashboards and standardize KPIs for a unified view of digital performance.
  • Partner cross-functionally to align data insights with business, product, and marketing goals.
• Communicate Insights that Drive Action
  • Present insights in clear, compelling narratives that connect data to guest behavior and business strategy.
  • Influence decisions across Marketing, Product, and Leadership through data storytelling.
  • Act as a trusted advisor on experimentation, performance management, and digital optimization.

What We’re Looking For

• Education: Bachelor’s degree in Analytics, Mathematics, Statistics, Engineering, Economics, or a related quantitative field.
• Experience: 4+ years of data analysis experience using SQL, R, Python, or similar tools.
• Experience: 4+ years of dashboarding experience (Tableau, Power BI, or similar platforms).
• Experience: 2+ years in product analytics, CRM, or loyalty analytics — ideally in hospitality, retail, or fast-casual dining.
• Experience: Proven success designing, executing, and analyzing A/B tests and growth experiments.
• Experience: Experience translating behavioral and loyalty insights into product roadmap recommendations.

Skills & Strengths

• Deep knowledge of experimental design, hypothesis testing, and statistical evaluation.
• Strong understanding of product, marketing, and loyalty performance metrics.
• Ability to connect quantitative insights to guest experiences and business outcomes.
• Excellent communication and data storytelling skills.
• Collaborative, curious, and self-starter mindset.
• Passion for food, hospitality, and delivering experiences that make guests smile.

Preferred Experience

• With Snowflake or similar data warehouses.
• Advanced SQL/Excel skills and familiarity with data automation.
• Hands-on experience with analytics tools like Amplitude, Mixpanel, or GA4.
• Familiarity with omnichannel attribution and campaign measurement frameworks.