Manager of Loyalty & CRM Operations 

The Loyalty & CRM Operations Manager is responsible for leading?the day-to-day executional activities for Qdoba Rewards and CRM campaigns, aiming to enhance customer retention, foster brand loyalty, and increase customer lifetime value.Reporting to the Sr. Manager of Loyalty & CRM, they ensure the flawless execution of all national and targeted CRM and loyalty initiatives. 

Key Responsibilities 

Campaign Planning (30%) 

• National: Implement CRM and Loyalty tactics to support new menu, marketing & promotion calendars via asset creation, calendar scheduling, and internal reviews. 
• Local / Personalization: Partner with field marketing to establish templatized / calendarized local CRM digital activations and lead ongoing execution.
• Segmentation & Data Management: Use data insights to segment customers based on criteria such as behavior, demographics, and purchase history to personalize communication and improve customer engagement. across email, push, SMS and other 1:1 owned digital channels. 

CRM & Loyalty Execution (50%) 

• Campaign Creation: Lead the day-to-day operations of the Qdoba rewards program, ensuring all national and local loyalty initiatives are executed flawlessly, including offer wallet creation, creating the email/push/sms campaigns.
• Tracking, Monitoring & Testing: Research and define requirements, monitor project implementations, assist with quality assurance/testing plans, and coordinate with related departments. Create the UTMs for all campaigns to ensure proper tracking/analytics. 
• Optimization: Identify and implement process optimizations to reduce costs, remove friction in the guest and/or team member experiences to improve satisfaction.

Reporting & Analysis (10%):

• Measurement & Reporting: Partner with Consumer Insights, Financial Analytics and agency partners to ensure regular KPI reporting to monitor and analyze performance, customer behavior, and trends. Conduct ad hoc reporting to measure the performance. 
• Post Analysis: Report results and recommendations to inform go forward planning. 

Collaboration & Project Management (10%) 

• Teamwork & Collaboration: Communicate cross-functionally in marketing, operations, IT, and guest relations to ensure loyalty and CRM activations & timelines are aligned with key stakeholders.

Required Skills and Qualifications 

• Bachelor's in marketing, Business Administration, or related field. A master’s or relevant certifications a plus. 
• 5 years’ experience and proven results executing customer loyalty, Lifecyle marketing, or a related field. 
• Strong understanding of email and mobile marketing best practices, data hygiene and CAN-SPAM laws 
• Restaurant, Retail or omni-channel e-commerce experience preferred. 
• Working knowledge of Loyalty & CRM platforms, like Paytronix, Braze, Punchh and CDP systems. 
• Excellent analytical skills and the ability to derive insights from data. 
• Strong collaborator, capable of working with and influencing cross-functional teams.
• Attention to detail and commitment to quality in execution. 
• Ability to manage multiple projects simultaneously and adapt to changing digital landscapes. 

REASONABLE ACCOMMODATION:

Applicants with disabilities may be entitled to reasonable accommodation under federal law, state law, and local laws. Qdoba will make reasonable accommodations to allow qualified individuals with a disability, or in relation to certain religious beliefs or observances, to enjoy equal opportunities and to perform the essential functions of the job. Please inform the company's personnel representative if you need assistance completing this application or to otherwise participate in the application process.

Benefits:

• Medical, Dental, Vision, & 401k
• PTO (including vacation and sick)
• Tuition reimbursement

Pay Range: $95,000-$115,000

CA Notice of Collection for Employees:

https://www.qdoba.com/notice-of-collection-for-california-employees

Privacy Policy:

https://www.qdoba.com/privacy

QDOBA takes pride in carefully selecting talented people and mixing them together to discover amazing flavors. We value the diversity that all our employees bring to the table and the new flavors they bring to our team. Employment decisions and rewards recognize job accountabilities, business needs, and performance merit without regard to age, gender, race, religious affiliation, Veteran status, sex, gender identity, sexual orientation, disability, or any other protected classification recognized by applicable federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.