Digital Analytics Manager

POSITION SUMMARY

As the Manager of Digital Analytics, you will lead the analytics strategy for our loyalty and CRM initiatives, ensuring we turn customer data into actionable insights that drive personalization, retention, and lifetime value. This role will partner closely with CRM, marketing, product, and technology teams to optimize targeting, segmentation, campaign effectiveness, and customer lifecycle strategies.

ESSENTIAL FUNCTIONS

May perform any or all of the following duties:

• Own the analytics roadmap for CRM and loyalty programs, including campaign performance, customer segmentation, and lifecycle modeling.
• Analyze customer behaviors and trends across digital and in-store channels to inform personalization and engagement strategies.
• Develop KPIs to measure customer acquisition, retention, loyalty program effectiveness, churn risk, and LTV.
• Design, track, and analyze A/B tests and promotions within loyalty campaigns to measure impact and drive continuous improvement.
• Lead creation of dashboards, scorecards, and reports using tools like Power BI to provide visibility into program performance.
• Collaborate with Digital Marketing and Data Engineering teams to build and evolve segmentation models and propensity scores.
• Provide insight into what drives customer frequency, app usage, and cross-channel engagement.
• Partner with marketing and product teams to optimize campaign timing, messaging, and offers based on data.
• Ensure data integrity, privacy compliance, and best practices in CRM data usage.

POSITION QUALIFICATIONS/CORE COMPETENCIES

• Bachelor’s Degree in Data Analytics, Marketing, Statistics, Business, or a related field. MBA preferred.
• Approximately five (5 ) years of experience preferred in Data Analytics with a focus on CRM, loyalty, or customer behavior, preferably in retail, QSR, or consumer-facing industries.

• Experience with CRM platforms (Salesforce, Braze, Adobe Campaign, etc.) and loyalty systems.
• Familiarity with SQL and proficiency with BI tools such as Power BI.
• Proven track record of using data to influence marketing and business decisions.
• Deep understanding of metrics such as LTV, churn rate, retention, activation, and segmentation.
• Strong communication skills with the ability to present data insights to both technical and non-technical stakeholders.
• Experience in the QSR or food service industry preferred.
• Familiarity with app-based CRM/loyalty analytics, push notifications, and mobile engagement data preferred.
• Exposure to predictive modeling or machine learning for customer behavior is preferred.

WORK ENVIRONMENT

• Restaurant Support Center that operates in a fast-paced setting with a high volume of activity and a deadline-driven environment. The role follows a hybrid work model, requiring on-site presence in the office every Tuesday, Wednesday, and Thursday.

PHYSICAL DEMANDS

• Sitting for extended periods of time, using the telephone, typing, and/or operating a computer and/or mouse
• Limited travel as needed

THE COMPANY RETAINS THE RIGHT TO CHANGE OR ASSIGN OTHER DUTIES TO THIS POSITION AS DEEMED APPROPRIATE, WITH OR WITHOUT NOTICE