Loyalty Specialist

Responsibilities

• The Loyalty Specialist is responsible for supporting the day-to-day execution and operations of loyalty programs across Papa Murphy’s and the broader BBQ Holdings portfolio (including Famous Dave’s, Granite City, and others).
• This role ensures that rewards, promotions, and program functionalities are executed accurately and consistently across all guest touchpoints—supporting program integrity, operational excellence, and a seamless customer experience.
• Working under guidance of the Director of CRM & Lifecycle Marketing, this individual will contribute to the development of loyalty strategy, assist with campaign planning, coordinate program updates, and lead tracking performance to support long-term guest value across multiple brands and channels.
• In addition, this role will own day-to-day loyalty program operations: managing reward configurations and testing, brand initiated promotions, and providing themselves as a resource for internal stakeholders.
• This role will also be responsible for:
• - Ensuring smooth functionality across web, app, POS, and in-store systems.
• - Monitoring loyalty program KPIs and guest engagement; maintaining and sharing regular performance reporting.
• - Troubleshooting basic issues: Flagging and helping resolve technical issues by coordinating with guest services, operations, franchisees, and tech vendor teams.
• - Collaborate with the Director to optimize segmentation, innovate new campaigns supporting brand priorities, and continuously improving program performance.
• - Maintaining documentation, training support, and execution guidelines for internal teams and franchisees.

Requirements

• 2-3 years of experience in supporting loyalty programs, specifically working in Punchh or Paytronix with experience leading campaign configuration
• Strong organizational and project management skills with attention to detail and execution.
• Working knowledge of loyalty analytics and reporting tools.
• Excellent communication skills and a collaborative mindset.
• Ability to work cross-functional with digital, tech, analytics, operations, and external vendors.

Preferred

• Hands-on experience working with the Punchh loyalty platform (setup, QA, reporting, or offer execution).
• Familiarity with digital ordering and POS ecosystems.
• Experience supporting franchisee systems or multi-brand organizations.