Digital Product Coordinator - CRM

When you join Culver Franchising System as a Digital Product Coordinator - CRM, you’ll help provide escalated support and improve the digital experience for Culver’s guests, Owner/Operators, and their teams. You will coordinate and execute CRM email and SMS campaigns, support digital platform access and administration, and partner with internal teams, Owner/Operators, guests, and external partners to help ensure our digital programs and platforms are accurate, accessible, and continuously improving.

Essential Functions:

Provide Escalated Support to Guests and Franchises Related to the Digital Guest Experience

• Respond to escalated requests and needs associated with Customer Loyalty, Guest Account information, and other similar digital experience programs


• Become the expert on the user experience to provide insights and advisement to Guests and Owner/Operators on the digital experience


• Track, prioritize and coordinate the resolution of reported areas of assistance needed on digital platforms and products


• Monitor user feedback and questions to identify trends and areas to inform future enhancements


• Escalate technical or operational issues as appropriate

Assist with Coordination and Optimization on CRM Email and SMS Campaign Execution

• Assist with campaign planning, execution, measurement and reporting


• Ensure digital channels, including email, push, and SMS are executed accurately and consistently across guest touchpoints


• Review campaign results to identify opportunities for improved timing, relevance, targeting, frequency, performance and overall channel effectiveness


• Support testing and experimentation efforts, including A/B testing and offer evaluations, to identify opportunities for improvement


• Support the review, testing and documentation of the digital guest journeys, campaigns, offers, rewards and guest-facing experiences to help identify gaps, inconsistencies, quality assurance, points of friction and opportunities to improve usability

Optimize Execution of the Guest Loyalty Platform

• Assist with daily administration of the Guest Loyalty program including member communications, issue tracking, campaign execution, performance reporting, and program documentation


• Ensure loyalty campaigns and offers are launched accurately and on time across applicable digital channels and platforms


• Assist loyalty program members with questions related to enrollment, participation, rewards, offers, account access, and redemption


• Help Owner/Operators and restaurant teams understand, promote, and leverage loyalty program and other digital programs

Administer User Access for Digital Platforms

• Support day-to-day user access of digital platforms, including loyalty, ecommerce, content management, delivery, and other guest-facing technologies


• Manage permissions, configuration requests, and platform documentation in accordance with established procedures


• Develop, maintain, and follow SOPs for platform administration, issue resolution, and change management activities


• Gather feedback from platform users and identify opportunities to improve documentation  and operational processes


• Maintain accurate user role records, documentation, FAQs, and support resources for internal teams, Owner/Operators, and users

Requirements:

• Associate degree in Marketing or related field


• 3+ years of experience assisting customers with digital products including applications, websites, and other tools (ideally in a franchised organization), or equivalent combination of education and experience


• Experience supporting CRM, loyalty, ecommerce, digital marketing, or related digital products strongly preferred


• Demonstrated success working with and learning software platforms, including ESP/Engagement, CRM and Loyalty, is a plus


• Working knowledge of engagement and loyalty software, such as Iterable, Braze or Punchh/PAR Engagement, is a plus


• Experience working familiarity with basic database structures and flows


• Demonstrated exceptional attention to detail


• Proficiency with Microsoft Office tools

Additional Information:

To be considered for this opportunity, please make sure to attach your resume to your application.

Starting Pay Range: $25.00-$28.00 per hour commensurate with experience.
Classification: Non-Exempt/Hourly, full-time position.

This role includes a generous incentive bonus based on business results and individual success. We also offer workplace flexibility including flexible work hours and a hybrid work model. Join us at our beautiful Support Center in Prairie du Sac, Wisconsin right on the Wisconsin River, just a short drive from Madison!

Culver Franchising System is an Equal Opportunity Employer, and we use E-Verify to confirm the identity and employment eligibility of all new team members.