The Director of Loyalty & Customer Marketing Strategy will play an integral role in shaping the future of loyalty and rewards at Jimmy John's. You will continue to evolve the program's strategic vision, growth targets, enhancements, member communications and promotions. The position reports directly to the VP of Customer Marketing with dotted line to Jimmy John's CMO and serves as part of both the Inspire shared services Customer Marketing team and the JJ's team. This position will oversee 1-2 employees with ownership of day-to-day management of the program & marketing tactics and will work with key partners across the organization to drive recommendations and performance through owned channels.
RESPONSIBILITIES
Identify opportunities to evolve the loyalty program, incorporating stakeholder input and consumer research to guide the program value proposition and structure.
Manage continuous innovation cycle for incremental program features (e.g., new tiers, redemption options, rewards, etc.).
Ensure program maintains 1-3 year roadmap of enhancements, inclusive of program goals, contribution targets, channel objectives, etc.
Find, evaluate and bring in new strategic partnerships for the program and manage ongoing relationships (partners and tech vendors).
Provide clear communication of loyalty and customer marketing strategy and performance with internal stakeholders (leadership and franchisees).
Define holistic marketing strategy for loyalty or known customers to drive activation, engagement, retention and incremental sales across owned channels (email, text, push). Includes loyalty, lifecycle, trigger and targeted marketing.
Establish budget, and work within the budget to execute tactics in partnership with multiple teams.
Own strategy and calendar prioritization of all offers and promotions (National, Local, Targeted).
Collect market intelligence on loyalty trends and across competitors to identify gaps and opportunities to improve capabilities.
Partner with Analytics team to measure success of program and marketing tactics, gather insights and make improvements to increase customer engagement and lifetime value.
Establish and run a robust test and learn agenda to optimize performance
Own relationship with LMS vendor and partner cross functionally with internal stakeholders to maintain necessary integrations with POS and eComm, and data pipelines.
Establish all new offer and reward technical requirements and manage new builds through end to end testing.
Own new product requests and drive business case development for any new features and enhancements.
EDUCATION & EXPERIENCE QUALIFICATIONS
4 Year / Bachelor's degree
8-10 years of strategy, digital marketing, CRM and/or loyalty experience.
REQUIRED KNOWLEDGE, SKILLS or ABILITIES
Experience in CRM and/or loyalty space and managing complex initiatives
Strong communication, attention to detail and organizational skills
Successful track record of program and promotion execution
Exceptional interpersonal, communication, cross-collaboration, and team skills
Experience with mobile ordering and/or mobile ecommerce preferred
Ability to solve problems both independently and as part of a team through a structured approach
Experience working with agencies preferred
Curious and good sense of humor
Experience in using data to drive decision-making
TRAVEL
Availability to travel up to 25%
Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin', Jimmy John's, and SONIC Drive-In 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.
Calling all Rockstars. At Jimmy John's, we make kick a$$ sandwiches and we make 'em freaky fast. If you're a go-getter, a hustler, or an ordinary person who does extraordinary things, working at Jimmy John's will be your jam. Sound like you? Yeah, we thought so. Answer the call, Rockstar.
