What are the responsibilities and job description for the Loyalty Program Manager position at BBQ Holdings?
POSITION SUMMARY:
The Loyalty Program Manager is responsible for overseeing the day-to-day execution and optimization of loyalty program operations across Papa Murphy's and the broader BBQ Holdings portfolio (including Famous Dave's, Granite City, and others). This role ensures that rewards, promotions, and program functionalities are delivered accurately and consistently across all guest touchpoints--supporting program integrity, operational excellence, and a seamless customer experience.
Working in close partnership with the Director of CRM & Lifecycle Marketing, this individual will contribute to the development of loyalty strategy, assist in campaign planning, and identify opportunities to enhance program performance, participation, and long-term guest value across multiple brands and channels.
* Own day-to-day loyalty program operations: manage reward uploads, promotions, campaign timelines, QA, and redemptions.
* Execute cross-channel loyalty offers and campaigns--ensuring smooth functionality across web, app, POS, and in-store systems.
* Monitor loyalty program KPIs (e.g., participation rate, redemption rate, average order value, repeat visit rate); generate regular insights and partner with analytics to inform program adjustments.
* Identify and troubleshoot issues in real time by partnering with guest services, operations, tech, and vendor teams.
* Collaborate with the Director to optimize campaign design, test new tactics, and continuously improve program performance.
* Maintain documentation, training support, and execution guidelines for internal teams and franchisees.
* Stay up to date on loyalty and QSR trends; bring forward competitive insights and recommendations.
KNOWLEDGE, SKILLS, & ABILITIES:
* 3--5 years of experience in marketing, CRM, or digital program execution, including at least 2 years managing or supporting customer loyalty programs.
* Experience supporting or managing loyalty programs in QSR, fast casual, or multi-unit environments.
* Strong organizational and project management skills with attention to detail and execution.
* Working knowledge of loyalty analytics and reporting tools (e.g., Excel, Tableau).
* Excellent communication skills and a collaborative mindset.
* Ability to work cross-functionally with digital, tech, analytics, operations, and external vendors.
PREFERRED QUALIFICATIONS:
* Hands-on experience working with the Punchh loyalty platform (setup, QA, reporting, or offer execution).
* Familiarity with digital ordering and POS ecosystems.
* Experience supporting franchisee systems or multi-brand organizations.
PHYSICAL AND MENTAL REQUIREMENTS:
When performing the duties of this job, the employee is frequently required to move throughout the workplace; sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance, stoop, kneel and verbally communicate. The employee is occasionally required to lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.