Loyalty & Digital Engagement Manager

Responsibilities

• Own the digital customer platform strategy:
  Help define the long‑term architecture for 1:1 customer engagement—integrating loyalty, email, SMS, and data platforms—then pilot and scale innovations with Marketing, IT, Operations, and external partners.
• Build and launch a unified loyalty program:
  Shape rewards, offers, and automation that create excitement and retention, partnering with IT, Digital, Creative, and franchise committees to deliver seamless, brand‑specific experiences.
• Design segmented lifecycle journeys:
  Create segments for welcome, re‑engagement, and win‑back flows; set testing roadmaps for offer design, message sequencing, rewards structure, and personalization.
• Coordinate integrated 1:1 campaigns:
  Orchestrate email, SMS, and app notifications with in‑store and paid media touchpoints to deliver consistent, personalized communication that drives repeat visits and incremental spend.
• Lead analytics and optimization:
  Own loyalty analytics (visit frequency, retention, program impact) to refine segments, assess hypotheses, and continuously optimize program performance.
• Enable franchisees for success:
  Build rollout plans, training, playbooks, and best practices that increase adoption while reducing operational complexity in stores.

• Bachelor’s degree in Marketing, Business, or related field
• 5+ years experience in loyalty program strategy or CRM execution within retail, restaurant, or multi‑unit environments
• Hands‑on experience building customer lifecycle journeys and triggered communications
• Strong background in segmentation, audience strategy, and program design/testing
• Experience in email/SMS platforms, app notifications, and cross‑channel digital engagement
• Excellent leadership, communication, and presentation skills

• A mission‑driven, people‑first culture that invests in your growth
• The chance to shape a system‑wide loyalty program and customer experience at scale
• Collaboration with passionate teams and the opportunity to innovate, experiment, and make measurable impact
• Exceptional benefits and a supportive environment built for long‑term careers.