Digital Loyalty Manager

Digital Loyalty Manager - Remote

Who We Are:

The Torchy's legacy began in Austin, Texas, in 2006 with an idea, a dedicated executive chef, and a food trailer to now operating in dozens of locations across multiple states.
OUR MISSION: Be Damn Good.
OUR VISION: Serve people the Best Damn Tacos.
OUR WHY: Passion.
OUR MOTTO: Devil is in the details.

Here's What We Need:

The Digital Loyalty Manager is responsible for engaging our guests through technology platforms. This role will manage and administer our restaurant loyalty program, collaborate across teams to enhance guest engagement, and ensure the stability and performance of loyalty platform operations. This individual contributor role focuses on the day-to-day operation, optimization, and continuous improvement of loyalty campaigns and initiatives.

What You'll Be Doing:

Duties and Responsibilities

Platform Administration

• Oversee daily operations of the guest loyalty platform to ensure stability and performance.
• Configure and update the loyalty platform to support marketing campaigns and promotions.
• Troubleshoot and resolve technical issues related to the loyalty platform, working with IT or external vendors as needed.
• Lead the end-to-end release management process for the guest loyalty platform, ensuring timely and successful delivery of updates while minimizing impact on guest interactions and business continuity.

Program Management

• Strategize, set up, implement, validate, and manage loyalty campaigns to increase guest engagement and retention.
• Monitor and analyze program performance through key metrics such as customer lifetime value, retention rates, and overall guest engagement.
• Partner with Marketing to ensure that loyalty campaigns are communicated effectively across all guest touchpoints.
• Collaborate with Torchy’s creative team to take new loyalty campaigns from concept to reality.
• Assist with non-loyalty promotional campaign execution as designed by the marketing team.

Data Analysis & Reporting

• Analyze guest behavior and transaction data to uncover trends that enhance the loyalty program.
• Produce regular reports on program performance, customer engagement, and return on investment (ROI).
• Provide insights and recommendations based on data analysis to improve loyalty strategies.

Cross-Functional Collaboration

• Work closely with Marketing to align the loyalty program with the overall brand strategy.
• Collaborate with Operations, Guest Relations, and IT to integrate loyalty initiatives into day-to-day guest interactions.
• Provide training and support to internal teams on using the loyalty platform effectively.

Continuous Improvement

• Stay updated on the latest trends in customer loyalty and guest engagement programs.
• Propose new strategies and initiatives to enhance guest participation and loyalty.
• Ensure compliance with data privacy regulations and internal company policies.

Flexibility

• This role may work on special projects or perform other job duties as assigned.

How You'll Do It

Soft Skills

Detail-Oriented: Ability to identify platform gaps and anticipate challenges before they arise.

Data-Driven: Utilize a test-and-learn approach across loyalty initiatives.

Organized: Capable of managing complex, multi-platform initiatives and creating clear project timelines.

Creative Mindset: Blend technical and marketing skill sets to create engaging guest experiences.

Technical Skills

• Openness to learning new platforms and systems.
• Experience managing loyalty platforms and digital tools.

QUE-SO...Here's What You'll Need

Minimum Qualifications

• Bachelor’s degree in Information Technology, Business Administration, Marketing, or a related field OR equivalent work experience.
• 6–8 years of experience managing loyalty programs, CRM systems, or digital platforms, at a corporate level, preferably in a restaurant, retail, or hospitality environment.
• Experience collaborating across teams and with vendors to execute loyalty initiatives.
• Proficiency in data analysis and reporting tools such as Excel.
• Proficiency in project management tools such as Microsoft Project, Microsoft PowerPoint, Microsoft Word, Microsoft Teams, and Smartsheet.

Preferred Qualifications

• Experience with loyalty program platforms such as Punchh or similar systems.
• Familiarity with marketing automation and CRM tools.
• Knowledge of customer engagement strategies and best practices in loyalty programs.
• Experience maintaining websites, implementing SEO strategies, and ensuring platform updates to optimize guest experiences and search engine rankings.
• Proven ability to collaborate with and manage vendors for loyalty platforms, SEO tools, or other digital applications.
• Managing or supporting  web platforms or technologies to drive digital guest engagement.

Physical Requirements

• Prolonged Periods of Sitting: The role requires extended periods of sitting at a desk while working on a computer.
  • Manual Dexterity: You must be able to use hands and fingers to operate a computer keyboard, mouse, and other technical instruments.
  • Visual Acuity: The ability to read information on a computer screen and printed documents is necessary.
  • Communication Abilities: You need to effectively communicate verbally and in writing with team members and other departments.
  • Occasional Light Lifting: The role may involve occasionally lifting objects such as files, laptops, or documentation weighing up to 15 pounds.
  • Hearing Ability: The ability to hear and understand instructions and communications in person or over the phone.
  
  

Work Location:

• Remote work with limited business travel.

Compensation:

• $118,000–$123,000 salary per year.
• Bonus opportunity.