Sr. Principal Team Leader, Chick-fil-A One Customer Loyalty

Overview

The Senior Principal Team Leader, Membership Program, will lead the strategic vision, execution, and ongoing evolution of Chick-fil-A One. This leader will develop and champion a Membership program strategy that is both deeply connected to broader Chick-fil-A initiatives and meaningfully contributes to overall company objectives with an emphasis on driving Member visit frequency and strengthening Customer relationships. This role requires a deep understanding of Customer needs and the ability to translate those insights into practical tools and uniquely Chick-fil-A offerings that empower Operators to cultivate Customer loyalty. This individual will inspire and guide dedicated teams of Membership Product, Operations, and Benefits/Experiences professionals, along with a broader cross-functional support group, effectively influencing and aligning the program across the organization. This leader will create a member experience that balances ease of use with meaningful differentiation, resulting in an accessible yet unique loyalty program that reinforces Chick-fil-A's brand positioning, including providing exceptional digital recovery experiences. A key focus will be developing new benefits and touchpoints while empowering local Operators to personalize the Member experience, all while ensuring the program's financial health and scalability for both Operators and Chick-fil-A, Inc.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community. 

Responsibilities

• Lead Membership Program Team: Lead and develop a high-performing team of Membership Product, Operations, and Benefits/Experiences professionals, fostering a collaborative and results-oriented environment.
• Shape Membership Strategy: Lead the reimagining and ongoing evolution of Chick-fil-A One, developing and championing the strategic direction of the program, leading key decisions related to its development, execution, and future.
• Drive Program Execution: Oversee the execution of the Membership program, ensuring alignment across dedicated Product, Operations, and Benefits/Experiences teams, as well as a broader cross-functional support group.
• Empower Operators to Cultivate Customer Loyalty: Create and deliver practical, valuable tools and resources that Operators are excited to use and that drive Customer loyalty and visit frequency. These resources will equip Operators to effectively personalize the Member experience, build stronger Customer relationships, and ultimately drive business growth, including providing a best-in-class digital recovery experience.
• Ensure Customer-Centricity of Program: Deeply understand Customer needs and translate those insights into compelling program offerings that resonate with our target audience and reinforce Chick-fil-A's brand positioning.
• Oversee Program Profitability & Sustainability: Steward the program's financial health, ensuring scalability and demonstrating value for both Operators and Chick-fil-A, Inc.
• Lead Cross-Functional Alignment: Effectively influence and align stakeholders across the organization, ensuring seamless integration of the Membership program with broader Chick-fil-A initiatives.

Minimum Qualifications

• Bachelor's degree in Marketing, Economics, or Finance
• 7 years of work related experience

Preferred Qualifications

• Master's degree
• 10 years of work related experience

Minimum Years of Experience

Travel Requirements

Required Level of Education

Preferred Level of Education

Major/Concentration