Manager, Customer Marketing & Loyalty - Buffalo Wild Wings

The Manager of Loyalty & Customer Marketing Strategy will play a key role in the growth and success of loyalty and owned outbound communications within the Inspire portfolio. You will be a key driver in a loyalty program’s growth targets, enhancements, member communications and promotions. The position reports directly to the Director of Customer Marketing & Loyalty and shares responsibility for delivering incremental sales, visits & customer LTV through all available marketing channels.

RESPONSIBILITIES

• Responsible for omnichannel campaign development focusing on driving acquisition, member engagement, and retention within the rewards program. Examples include broad promotional campaigns and/or limited-time offer products, or 1:1 loyalty offers.
• Conduct ongoing loyalty projects, from ideation to implementation support Examples include bringing to market new loyalty program features via 1:1 multi-channel (email, push messaging, social, in-store).
• Oversee partner agencies and other internal teams for the development of creative assets for owned channels, along with providing input on digital and in-store creative that supports loyalty messaging.
• Design loyalty triggers/journeys to further establish and build out a lifecycle framework.
• Partner with the media team on digital advertising including display, paid and organic search, paid social, etc. with the purpose of driving consumer engagement with the loyalty program and promoting new and existing features and offers.
• Manage owned calendar flighting and prioritize message hierarchy and segmentation strategy.
• End-to-end testing of new rewards/offers.
• Monitor campaign send progress and escalate any technology issues.
• Develop creative strategy and messaging to support owned comm brief creation, approving all briefs prior to submission.
• Design loyalty triggers/journeys and support end-to-end implementation and testing with campaign programming.
• Partner with Digital eComm team on Freaky Fast Rewards experience in app/web.
• Partner with media teams on digital advertising including display, paid and organic search, paid social, etc. with the purpose of driving consumer engagement of new and existing features and acquisition of new members.
• Conduct ad hoc reporting as needed to support the measurement and performance of the loyalty program and offer initiatives.

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 4-year degree required
• Minimum of 2+ years of experience and a passion for creating an ideal customer loyalty experience.
• Successful track record of developing promotion(s) and program execution for a retail or consumer brand
• Experience directing creative processes and managing digital agencies/staff

REQUIRED KNOWLEDGE, SKILLS, or ABILITIES

• A passion for marketing and engaging with consumers, creativity, and excitement for developing new marketing campaigns and tactics.
• Understanding of the customer mindset and can translate that to effective marketing programs.
• Strong communication, attention to detail, and organizational skills.
• Ability to multi-task, work independently within a team, and take on new work and expanded responsibility as needed.
• A go-getter positive attitude.
• Ability to foster appropriate external relationships with vendors, agencies, and partners to ensure an exceptional outcome on projects.
• Follow project schedules in a fast-paced and highly detailed environment.
• Interest in testing and learning to discover the most effective marketing programs that will reach a project’s objectives.

Buffalo Wild Wings fuels moments worth sharing – for our guests and for our team members. Yes, it is literally working at a Sports Bar and all the energy that comes with it. We’re a brand on the rise, and we need great people as we write the next chapter of our story. If that’s you, pull up a barstool.

Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC Drive-In restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.