Customer Marketing & Loyalty Associate Manager

RESPONSIBILITIES

• Responsible for omnichannel campaign execution focusing on driving acquisition, member engagement, and retention within the Rewards program. Examples include broad promotional campaigns and/or limited-time offer products, or strategy and development of loyalty offers (national, local, targeted offers).
• Conduct ongoing loyalty projects, from ideation to implementation support Examples include bringing to market new loyalty program features via multi-channel (email, push messaging, SMS, social, in-store).
• Oversee partner agencies and other internal teams for the development of creative assets for owned channels, along with providing input on digital and in-store creative that supports loyalty messaging.
• Help design loyalty triggers/journeys to further establish and build out a lifecycle framework.
• Partner with the media team on digital advertising including display, paid and organic search, paid social, etc. with the purpose of driving consumer engagement with the loyalty program, promoting new and existing features and offers.
• Partner with loyalty vendors and IT to create and end-to-end test new offers and rewards, ultimately educating the system on any new offers in the market.
• Conduct ad hoc reporting & assist lifecycle strategy development to support the measurement and performance of the loyalty program and offer initiatives
• Support owned calendar flighting.
• Maintain email program health and reputation scores.
• End-to-end testing of new rewards/offers.
• Monitor campaign send progress and escalate any technology issues.
• Project manage Campaign Programming and Execution through user acceptance criteria.
• Responsible for Campaign Auditing pre-send.
• Create and submit briefs for owned channel creative and shepherd design work and feedback with agency or internal partners through build-out.
• Own gathering feedback and approval from Brand Marketing and Legal on all outbound owned comms (email, push, SMS).
• Help design loyalty triggers/journeys and support end-to-end implementation and testing with campaign programming.
• Conduct ad hoc reporting as needed to support the measurement and performance of the loyalty program and offer initiatives.
• Maintain connectivity with field marketing, customer service, and organic social media to ensure awareness of offers in the market, develop any training tools required for go-to-market, and manage escalation and investigation of tech issues supported from the system.
• Employee and consumer fraud mitigation.

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 4-Year Degree required.
• Minimum of 1+ years of experience and a passion to create an ideal customer loyalty experience.
• Successful track record of developing promotion(s) and program execution for a retail or consumer brand.
• Experience directing creative processes and managing digital agencies/staff.
• 1-2 years of experience with 1-1 lifecycle marketing member communications, segmentation of members, and assignment of targeted offers to change behavior of members preferred.

REQUIRED KNOWLEDGE, SKILLS, or ABILITIES

• A passion for marketing and engaging with consumers, creativity, and excitement for developing new marketing campaigns and tactics.
• Understands the customer mindset and can translate that to effective marketing programs.
• Strong communication, attention to detail and organizational skills.
• Ability to multi-task, work independently within a team, and take on new work and expanded responsibility as needed.
• A go-getter positive attitude.
• Can forge appropriate external relationships with vendors, agencies, and partners to ensure an exceptional outcome on projects.
• Follow project schedules in a fast-paced and highly detailed environment.
• Interest in testing and learning to discover the most effective marketing programs that will reach a project’s objectives.
• Comfort with compiling & presenting results reporting in partnership with Analytics preferred.
• Familiarity with SalesForce Marketing Cloud, Movable Ink, Branch, or similar technology preferred.
• Familiarity with Atlassian Jira & Adobe Workfront or similar tools preferred.
• Firm understanding of messaging platforms used to communicate with members - email, push (via App), & SMS (text-based) preferred.
• SQL experience preferred.

Buffalo Wild Wings fuels moments worth sharing – for our guests and for our team members. Yes, it is literally working at a Sports Bar and all the energy that comes with it. We’re a brand on the rise, and we need great people as we write the next chapter of our story. If that’s you, pull up a barstool. 

Inspire Brands is a multi-brand restaurant company whose portfolio includes more than 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.