We are seeking a highly motivated and experienced Customer Loyalty Specialist. The ideal candidate will have a strong background in marketing, customer relationship management, and data analysis, with a passion for delivering exceptional customer experiences. In this role, you will be involved in program strategy, and responsible for implementing & managing a loyalty program to turn customers into FANS. Increasing customer engagement, driving revenue growth, and improving retention will be key measures of success.

Responsibilities:

1. Customer Loyalty Strategy: Participate in strategy development aligned with the brand's business objectives, brand experience & identity, and target customer demographics.
2. Program Implementation: Oversee the end-to-end implementation of the customer loyalty program, including program structure, point earnings and redemption, membership tiers, and promotional campaigns.
3. Customer Engagement: Develop strategies to engage customers and drive participation in the loyalty program through targeted communications (SMS, email, push notifications, etc.), personalized offers, challenges, and incentives.
4. Data Analysis: Utilize platform dashboards, data analytics tools and customer insights to track program & segment performance, evaluate effectiveness, and identify opportunities for optimization and improvement.
5. Collaboration: Collaborate with the extended marketing, operations, and IT teams, to ensure seamless integration of the loyalty program with existing systems and processes.
6. Promotional Campaigns: Plan and execute promotional campaigns, and special events to promote the loyalty program, attract new members, and encourage participation.
7. Customer Experience: Continuously monitor and improve the overall customer experience within the loyalty program, addressing feedback, resolving issues, and implementing enhancements as needed.
8. Vendor Management: Partner with our loyalty application partner to fully optimize platform capabilities and drive success of the loyalty program.

Qualifications:

• Bachelor's degree in Marketing, Business Administration, or related field.
• 3-5 years of experience in loyalty program management, preferably within the restaurant or hospitality industry or digital marketing experience.
• Experience working with a top tier customer loyalty & engagement platform (i.e. Punchh) – preferred.
• Strong analytical skills with the ability to interpret data, analyze trends, and derive actionable insights.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Creative thinker with a passion for innovation and customer-centric solutions.
• Proficiency in CRM software, data analytics tools, and Microsoft Office Suite.
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
• Strong organizational skills and attention to detail.