About the position
The Loyalty CRM & Personalization team at Zaxbys is doing some very big and bold things this year. We're on a mission to digitally transform our Zax Rewardz loyalty program. The Loyalty Marketing Program Coordinator will be responsible for the successful creation, testing, and execution of loyalty offers in addition to supporting the end-to-end operations of the Zax Rewardz loyalty program. He/she will have an analytical mindset, a strong attention to detail, and a passion for giving guests a seamless digital experience. The Coordinator will play a critical role within the Loyalty CRM & Personalization team and will assist in overseeing audience campaign delivery and management to successfully enable our owned channel (email, push, in-app, SMS) campaign deployment. This position will work with key partners across the organization to drive our Zax Rewardz loyalty program goals. He/she will partner cross-functionally with Digital Product Development, Digital eCommerce, UX/UI, Marketing, IT, Legal, Operations and Guest Experience, in addition to supporting our external franchisees.
Responsibilities
- Build, test, and execute Zax Rewardz loyalty campaign offers within Punchh loyalty platform.
- Assist with audience management and targeted segment builds within mParticle CDP platform.
- Optimize and automate audience segments to support email marketing and lifecycle journeys.
- Monitor campaign deployment in-flight for any issues and/or troubleshoot solutions as needed.
- Develop and execute offer and segmentation strategies that align with loyalty program objectives.
- Identify process improvements and enhancements to support ongoing loyalty offers and promotions.
- Partner with Legal team to clarify offer legalese and appropriate terms and conditions.
- Support Media and Social team with execution and analysis of coupon and/or promo codes.
- Provide troubleshooting support for escalated guest and/or campaign issues.
- Assist with integration testing, use case documentation, and technical requirement gathering.
- Collaborate with Guest Experience team and provide documentation on upcoming campaign support.
- Monitor and review any fraudulent member activity and/or reporting.
- Oversee ongoing maintenance and optimization of the Punchh loyalty platform.
- Assist in managing and providing feedback to external client support team resources.
- Leverage Punchh & mParticle reporting dashboards to extrapolate key insights and learnings.
- Share offer level reporting results and promotional trends in a timely and efficient manner.
- Present insights and findings to executive leadership and key business stakeholders.
- Document personalization and segment-based offer learnings and best practices.
- Analyze and propose enhancements to email marketing and lifecycle journeys based on findings.
- Develop reporting and tracking cadence for segment-level impacts from lifecycle and personalization campaigns over time.
Requirements
- Bachelor's degree in Marketing, Business or similar discipline required, OR equivalent combination of education and experience.
- 2+ years of relevant experience with a focus on customer loyalty, retention, and lifecycle marketing; ideally with a fast-paced brand, high-volume rewards program.
- Prior experience supporting a customer loyalty program and implementing cross-channel loyalty offers.
- Ability to effectively manage campaigns within specific deadlines.
- Ability to work independently and collaboratively as well as problem solve within a fast-paced environment.
- Ability to multi-task and work efficiently under pressure with careful attention to detail.
- Strong analytical skills including proficiency in Excel (i.e., macros, pivot tables, v-look ups).
- Self-motivated, organized, and accountable.
- Hands-on, solution-oriented approach.
- Great eye for details where accuracy is imperative.
- Team player mentality.
Nice-to-haves
- Punchh, Braze, and/or mParticle experience.
- Previous experience in retail or QSR industry strongly preferred.
- Experience in an agency and/or corporate marketing environment preferred.
Benefits
- Medical, Dental and Vision insurance
- Company-paid Disability, Life and Critical Illness insurance
- 401K participation with Company match
- 50% off meal discount at company-owned locations
- Child Care Assistance
- Education Assistance Program
- Parental Leave
- PTO and Company Holidays
