Manager, Loyalty Program

About the job
At Panera we believe that good food can bring out the best in all of us—food served in a warm, welcoming environment, by people who care, through a frictionless customer experience. We are looking for a Manager of Loyalty to join our team that will continue to grow and engage one of the largest loyalty and recurring revenue programs in the restaurant space.
This person will be instrumental in running the day-to-day operations of the MyPanera and Sip Club programs, responsible for producing insights and reporting to assist in driving strategic decisions grow customer frequency and retention. This role requires strong business acumen in conjunction with the ability to build strong relationships with stakeholder teams and staying customer obsessed.
A successful candidate is comfortable with ambiguity and thrives in driving large-scale changes to how we want to approach loyalty with our customers. This is a great role for someone who loves to dive deep into data and connect insights to actionable tactics.

Job Responsibilities 
•    Produce insights and reporting from loyalty program data to assist stakeholders in making strategic decisions and improving program performance
•    Develop strategies and tactics to optimize performance and increase contribution and incremental revenue across customer cohorts
•    Collaborate with Brand & Comms teams to develop campaigns to drive acquisition and engagement in alignment with Loyalty program goals
•    Partner with Data & Analytics and Finance teams to develop data-driven approaches to measure program performance and monitor customer cohort-level behaviors
•    Build test & learn strategies to enhance the program’s value, focusing on changing customer behavior to drive incremental sales and meeting loyalty membership/revenue goals
•    Direct and oversee program forecasting, program reporting, and business analysis through management of the P&L
•    Perform analysis, in partnership with analytics team, to understand overall customer retention, repeat behavior, regency and frequency, and lifetime customer value across all segments
•    Develop compelling and detailed documentation to support executive level decision making and presentations
•    Manage program updates and performance with field and operations organizations to ensure alignment, enrollment, and flawless execution at café level
•    Own relationship with financial planning and accounting partners to ensure proper compliance, reporting, and program performance. 

Qualifications (Education & Experience)
•    3-5+ years of experience in a CRM/Data Driven Marketing/Analytics or consulting role. High growth subscription business experience is a plus 
•    Bachelor’s degree from an accredited college or university with a focus on marketing or business. 
•    Analytical thinker with ability to drive metrics and benchmarks to ensure continuous improvement in process and 
•    Ability to manage cross-functional marketing and technology teams, advocate for loyalty and collaborate across the organization to create integrated solutions
•    Strong ability to create, build and leverage relationships and effectively interface with executive-level team members and at the same time have willingness to roll up the sleeves to solve problems
•    A problem solver that can independently translate high level goals into action plans 
•    Natural curiosity when encountering unusual or unexpected results in work
•    A self-starter with a bias towards action and the ability to thrive in a fast paced and constantly changing work environment 
•    Ability to influence, motivate, and lead cross-functional teams and working relationships 
•    Excellent written and oral communication skills
•    Effective time management skills; ability to prioritize, delegate and meet deadlines
 

Competitive Pay $104,942 to $146,918 annually.

The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.