Needham, Massachusetts

Manager, Loyalty

Manager, Loyalty

(Location: St. Louis/Newton/Remote)

Description:

Panera Bread is actively seeking a Manager of Loyalty to help take the MyPanera rewards program to the next level.  A pioneer in the restaurant loyalty space, the program provides its members with personalized rewards, unique value and experiences, and emotional connection to the brand.  This individual will collaborate closely with cross-functional partners (such as CRM, Recurring Revenue, Analytics, Product Management, Digital Comms, Creative, and Ops), as well as external vendors, to bring member-focused initiatives to life.  The right candidate is an analytical and creative team player who is skilled at project management and juggling multiple priorities.

Accountabilities :

  • Execute on loyalty strategy that drives brand engagement and lifetime value of loyalty members
  • Implement test & learn tactics to enhance the program’s value and benefits, focusing on changing customer behavior to drive incremental sales and meeting loyalty membership/revenue goals
  • Project manage all member retention campaigns and initiatives from conception to analysis and rollout by collaborating with cross-functional partners and identifying and delivering on key project milestones
  • Maintain documentation of program management details, internal and external processes, project milestones and status
  • Keep team informed on loyalty competitive landscape (value and benefits given to members across competitive set), industry trends, and innovative campaigns
  • Monitor program and campaign KPIs on an ongoing basis to ensure program health and to identify business opportunities and recommend solutions; pull ad-hoc reporting as needed
  • Create and monitor project briefs/tickets for creative assets and analytics requests
  • Partner with Field Marketing, Learning & Development, Ops, and Customer Service teams to roll out associate training and materials for new initiatives and to ensure all materials are up to date
  • Responsible for program management tasks:
    • Address loyalty customer care issues and any program or rewards issues in a timely manner
    • Partner with vendors and internal teams to set up and test/QA rewards wallets, offer codes, in-café discount codes, etc.
    • Support internal teams and vendors to troubleshoot any data and technology issues that may arise
    • Assist Senior Manager, Loyalty Strategy in ad-hoc requests as needed

Qualifications:

  • Minimum 4+ years experience in marketing or communications, loyalty experience highly preferred
  • Bachelor degree in business, marketing, or related field required
  • Self-starter attitude with a drive to collaborate with partners to problem solve
  • Data-driven with strong analytics skills and ability to synthesize data into actionable insights; past test and learn experience required
  • Has solid understanding of loyalty programs and landscape and the ability to think creatively
  • Previous hands-on experience working on a loyalty platform and with technical partners preferred
  • Highly organized with the ability to manage changing priorities and be comfortable in a cross-functional, fast-paced environment

Needham Support Center

Needham, Massachusetts

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