Sr Director, CRM & Growth Marketing

Job Description:

Every week, hundreds of thousands of guests walk into a Dave & Buster's or a Main Event. Some we know, and most we do not. This role owns the relationship with the ones we know and the work of turning the rest into guests we can recognize, reach, and grow. It is the engine that takes a first visit and turns it into a second, a tenth, and a lasting relationship worth real money to the business.

We have a loyalty program with close to twelve million members and a first-party data asset that most brands would envy, and we are not yet getting full value from either. The prize is straightforward: more repeat visits, higher frequency, and same-store sales growth we can see and prove. This is one of the most important leadership roles on our marketing team, and it is where a lot of our future growth will come from.

This role and our VP of Media are two halves of one growth story, and both report to the CMO. Media brings new guests in and wins the moment a guest is deciding where to go. You take it from there. You own how we recognize a guest, keep them coming back, and grow what they are worth over time. The two of you share one goal, and the CMO makes sure you are always rowing in the same direction.

You also partner closely with brand and creative, because a lifecycle message only works when it carries a great idea, and with IT and data engineering, because the customer data foundation is something you will shape together. You are the person who makes our first-party data actually do something for the business.

What You Will Lead:

• The owned-channel engine. Email, SMS, push, and the website and location-page experience where a considering guest becomes a booked visit. You own how these channels perform and how they work together as one guest journey.
• Loyalty and retention. A program with close to twelve million members, reimagined to actually drive frequency, spend per visit, and winback of guests before we lose them. You own the loyalty strategy and the platform roadmap behind it.
• Personalization as the growth unlock. Moving from one message for everyone to relevant, behavior-based communication that reflects what a guest actually does. This is where the largest revenue lift is sitting, and it is yours to capture.
• Lifecycle and CRM. The full guest journey from first visit to loyal regular, including dynamic journeys, always-on winback, and the offers and triggers that create a reason to return.
• The customer data and martech foundation. In partnership with IT, turning a fragmented stack across two brands into a connected, trustworthy, and activatable view of the guest. You will help make the platform decisions that unblock everything else, and you will make our marketing investment measurable.
• Insights and measurement. Trustworthy, standardized reporting that proves the business impact of retention and loyalty, and gives leadership a clean answer to how our owned marketing is driving visits.
• Team and partners. Developing a capable team that is ready to level up, and shaping the agency relationships so they deliver real value for a lean, ambitious group.

What We Are Looking For:

You are a CRM, lifecycle, and loyalty leader first, with real depth in owned channels and retention. You have built and run modern lifecycle programs and loyalty at scale, and you can point to the business results your work produced rather than the volume of campaigns you shipped.

You are genuinely fluent in customer data and martech. You have owned the platform layer, not just the campaigns that sit on top of it, and you are comfortable making build, buy, and platform decisions alongside IT and finance. If your background is campaign execution and you have never owned the data, identity, and activation foundation, this is not the right fit, and that is okay. That foundation is the heart of this job.

You see first-party data and personalization as the growth engine, not a reporting afterthought. You are energized by a turnaround, and you look at a fragmented stack and an underperforming program and see the upside rather than the mess. You are collaborative by default and decisive when it counts, you develop the people around you, and you are genuinely curious about the guest, the occasion, and what actually brings someone back.

WHAT’S IN IT FOR ME?:
Dave & Buster’s is an imaginative and dynamic company dedicated to creating innovative entertainment experiences that bring joy, laughter, and excitement to people of all ages. Our mission is to foster a culture of fun and creativity, and we take pride in our commitment to delivering memorable and unique entertainment solutions.

• Exclusive discounts on food and games at D&B & Main Event
• Paid Time Off (PTO) that increases with tenure
• 11 Company Holidays (Including your Birthday) & 2 Floating Holidays per year
• Medical, dental, vision and voluntary benefits
• Part Time/Full Time benefits available
• Sub Benefits:
• Livongo and Telehealth benefits
• 401k with company match following 6 months of employment
• Buster’s Legacy Fund (Supports Team Members during difficult Times)
• Employee Assistance Program (EAP) Offerings
• Work out facility on-site
• Employee Power Card | Free Video Games

We work hard, play hard and have FUN!

Salary Range:

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We are an equal opportunity employer and participate in E-Verify in states where required.