Responsibilities

• This customer-centric role is responsible for day-to-day operational administration & marketing planning of the North American loyalty portfolio; helping to develop, implement, manage and monitor all aspects of the programs for the purpose of deepening customer loyalty and driving optimal business results for the company. This position will report directly to the Senior Director, Loyalty & Gift Cards.
• Manage the front-line day-to-day operations of the tiered program, working closely with internal cross-functional team and external vendors to ensure that all aspects are functioning as expected.
• Submit invoices and closely monitor/manage the loyalty budget to ensure that it remains in line with what has been approved.
• Engage frequently with Operation / Training / Guest Care teams to ensure they are well-supported and properly apprised of any /all program activities that could impact their daily business through proactive communications.
• Lead / project manage new initiatives to ensure they are delivered on time, on budget and within scope seamlessly.
• Take point on facilitating / coordinating teams to address any system issues that impede program performance and ensure they are resolved, and preventative measures are in place to remove likelihood of reoccurrence.
• Work on all program related communications, campaign / promotional strategies and marketing calendars in collaboration with brand marketing, digital team and other key partners across the organization to develop and implement tailored / personalized E-Mail, Push, SMS, App, and additional marketing initiatives, such as life-cycle marketing, cart abandonment, and more.
• Understand all key metrics / performance observed about the program and make recommendations for improvements.
• Help collect information to build executive recaps, periodic performance reviews and daily insights around program performance.

Requirements

• Bachelor’s degree, or equivalent
• 5 years+ of experience, proven in marketing and operations for nationally scaled loyalty programs
• Restaurant and franchise experience are preferred
• Project management, large-scale planning and ability to lead cross-functional projects are required
• Critical thinker and sound decision maker that can also manage through crisis situations
• Ability to collaborate and influence team members to get
• Passionate, customer-centric mentality that challenges the status quo to drive exceptional experiences for Members / Guests
• Build solid relationships with internal business partners and external vendors

Preferred

• Restaurant and franchise experience are preferred

Benefits

• Insurance Plans (Medical, Life)
• Pension/401K/RSP (country specific)
• Competitive Bonus
• Mobility Allowance
• Tuition Reimbursement
• Company Holidays
• Volunteering time
• And More…