Job Description

The Manager, Loyalty Programs will help lead the design, launch, activation and ongoing management of the Rewards loyalty program(s) and member engagement framework in order to increase value creation and deliver lifetime customer value. They will focus on delivering exceptional customer experiences through loyalty campaigns, the digital experience and targeted activations across various channels both above and on-premise. They will create tactics, tools, promotions and training for franchisees and store team members that ensure a consistent member experience.

Essential Functions

• Strategy Development: Manage the design of program structure and delivery strategies for 6 brands and +3700 stores to increase customer acquisition, deepen brand engagement and elevate the customer experience. Champion the loyalty guest experience implementation including refinement of key features and benefits based on performance.
• Program Management: Oversight of loyalty program delivery program including implementation/execution and optimization. Create tactics, tools, promotions and training for franchisees and store team members to ensure that programs are executed efficiently and deliver a positive and consistent customer experience
• Data Analysis: Utilize customer data and analytics to identify trends, measure program effectiveness, and make data-driven decisions.
• Cross-Functional Collaboration: Work closely with Brand teams, Operations, Marketing, Customer Insights & Analytics, Guest Services,and Customer Engagement teams to integrate loyalty initiatives across all customer touchpoints. Ensure alignment and coordination of efforts to achieve program objectives
• Customer Insights: Leverage research and customer engagement surveys to understand customer needs, preferences, and pain points. Use this information to continuously improve and refine loyalty program delivery strategies and tactics
• Innovation: Stay abreast of industry trends, emerging technologies, and best practices in customer engagement and guest experience. Propose and implement innovative solutions to enhance program effectiveness and drive customer satisfaction. Maintain a deep awareness of successful loyalty and rewards programs in other industries, applying best practices to enhance our approach
• Team Communication and Collaboration:
  • Fosters collaboration with team members, engage in active communication with the team and cross-functional partners to identify and resolve impediments
  • Manages cross functional team and stakeholder expectations to execute on loyalty delivery strategy

The Manager, Loyalty Programs will help lead the design, launch, activation and ongoing management of the Rewards loyalty program(s) and member engagement framework in order to increase value creation and deliver lifetime customer value. They will focus on delivering exceptional customer experiences through loyalty campaigns, the digital experience and targeted activations across various channels both above and on-premise. They will create tactics, tools, promotions and training for franchisees and store team members that ensure a consistent member experience.

Education

• Bachelor’s degree in Marketing, Business Administration, or a related field. Advanced degree is a plus

Work Experience

• 6-8 years experience in marketing, advertising, or related field preferred managing outside marketing agencies, consultants and vendors
• 3-5 years experience working with loyalty programs and platform vendors preferred
• Agency, CPG, retail, restaurant, hospitality, food, or beverage experience preferred
• Working in a franchise environment a plus

Skills & Abilities

• Process Management: Strong capability in developing, overseeing, and refining operational processes to optimize team performance
• Analytical Thinking: Basic knowledge of analytics to review, interpret, and make informed decisions based on performance metrics
• Communication Skills: Effective communicator, both in written and verbal formats, able to clearly convey updates, insights, and recommendations to various stakeholders
• Project Coordination: Experience in coordinating projects, tracking progress, and ensuring that milestones are met within specified timelines
• Collaborative Mindset: Ability to work closely with cross-functional teams, understand their requirements, and incorporate feedback into workflow and process strategies
• Problem-solving: Aptitude to address and solve workflow inefficiencies, technical issues, and other challenges proactively
• Adaptability: Flexibility to adjust to changing priorities, manage multiple tasks, and navigate in a dynamic work environment
• Customer Engagement Understanding: Familiarity with loyalty platforms and the principles of customer engagement to provide relevant insights into processes. Proven experience in loyalty program management, customer retention, or a similar role
• Other Tools: Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)

Travel Requirements

• May be required to travel up to 25% of the time