Manager, Loyalty Programs

Job SummaryThe 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 FunctionsStrategy 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 experienceData 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 objectivesCustomer 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 tacticsInnovation: 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 approachTeam Communication and Collaboration:Fosters collaboration with team members, engage in active communication with the team and cross-functional partners to identify and resolve impedimentsManages cross functional team and stakeholder expectations to execute on loyalty delivery strategyEducationBachelor’s degree in Marketing, Business Administration, or a related field. Advanced degree is a plusWork Experience6-8 years experience in marketing, advertising, or related field preferred managing outside marketing agencies, consultants and vendors3-5 years experience working with loyalty programs and platform vendors preferredAgency, CPG, retail, restaurant, hospitality, food, or beverage experience preferred Working in a franchise environment a plusSkillsProcess Management: Strong capability in developing, overseeing, and refining operational processes to optimize team performanceAnalytical Thinking: Basic knowledge of analytics to review, interpret, and make informed decisions based on performance metricsCommunication Skills: Effective communicator, both in written and verbal formats, able to clearly convey updates, insights, and recommendations to various stakeholdersProject Coordination: Experience in coordinating projects, tracking progress, and ensuring that milestones are met within specified timelinesCollaborative Mindset: Ability to work closely with cross-functional teams, understand their requirements, and incorporate feedback into workflow and process strategiesProblem-solving: Aptitude to address and solve workflow inefficiencies, technical issues, and other challenges proactivelyAdaptability: Flexibility to adjust to changing priorities, manage multiple tasks, and navigate in a dynamic work environmentCustomer 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 roleOther Tools: Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)CertificationsTravel RequirementMay be required to travel up to 25% of the time