Coordinator, Loyalty Program

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 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.

As we continue to grow, our strategies have set us up for success to be the top offering

in Chicken Fingerz, Boneless Wings and Zalads. We’d love to have you as part of our team!

This position is based in Atlanta, GA area and allows for a hybrid work schedule that includes 3 in-office days per week.

Benefits Include:

• 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

ESSENTIAL JOB FUNCTIONS

Essential duties may include but are not limited to the following:

Campaign Execution & Collaboration:

• 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.
• Able to collaborate quickly and effectively to support business needs.

Loyalty Program Support:

• 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.

Reporting & Analysis:

• 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.

KEY COMPETENCIES

• Prior experience supporting a customer loyalty program and implementing cross-channel loyalty offers.
• Must be able to effectively manage campaigns within specific deadlines.
• Works 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 is a must.
• Understanding of a strong promotional-cadence environment.
• Creative thinking, project management, leadership experience, excellent presentation and verbal skills.
• 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 a must.
• Punchh, Braze, and/or mParticle experience is a plus.
• Previous experience in retail or QSR industry strongly preferred.
• Experience in an agency and/or corporate marketing environment preferred.

EDUCATION AND EXPERIENCE GUIDELINES

• Education:  Bachelor's degree in Marketing, Business or similar discipline required, OR equivalent combination of education and experience
• 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

This role may require some after-hours/weekend campaign support based on our digital offer calendar needs.

Zaxby’s Franchising LLC is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state or local law.

PAY RANGE
$55,000 - $75,000

Salary : $55,000 - $75,000