Responsibilities

• 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.
• Support loyalty strategy to drive ongoing acquisition and engagement resulting in profitable organic or incremental Guest behaviors, including increased frequency and conversion. This includes, but is not limited to building out acquisition campaigns through various Guest facing channels, identifying/operationalizing loyalty exclusive opportunities with existing or new partners, working with operations to drive franchisee adoption of the program, etc.
• Help implement Loyalty Program roadmap with all internal groups including definition/refinement of member benefits, technology requirements, and marketing communications.