Job Description:
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:
- Customer Loyalty Strategy: Participate in strategy development aligned with the brand's business objectives, brand experience & identity, and target customer demographics.
- 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.
- 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.
- 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.
- Collaboration: Collaborate with the extended marketing, operations, and IT teams, to ensure seamless integration of the loyalty program with existing systems and processes.
- Promotional Campaigns: Plan and execute promotional campaigns, and special events to promote the loyalty program, attract new members, and encourage participation.
- Customer Experience: Continuously monitor and improve the overall customer experience within the loyalty program, addressing feedback, resolving issues, and implementing enhancements as needed.
- 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.
