Director - Loyalty at Dunkin Brands Group in Atlanta, GA

The Director of Loyalty is responsible for establishing and developing the enterprise-wide loyalty strategy, supporting programs, and member experiences. This individual will have P&L responsibility for loyalty-based activities, necessitating careful management of investment in customer benefits across products and services, new technologies, and program enhancements. This individual will establish member management plans with associated targets for acquisition, engagement, and retention. The ideal candidate will also instill a guest-centric mentality that continuously finds new ways to surprise and delight guests and engenders loyalty to the brands.

RESPONSIBILITIES

Program development

• Develop the roadmap for the Inspire Brands loyalty programs ensuring organizational capacity and evolving processes where needed to support
• Lead development of strategic and operational plans, driving execution and measuring results to ensure business and brand goals are met
• Develop and maintain deep understanding of the guests across the Inspire Brands portfolio in order to personalize communication and experience through the loyalty program
• Partner with CRM and analytics teams to understand, share, and incorporate loyalty insights into future strategy and execution

Program management and execution

• Manage the loyalty team in addition to leading cross-functional peers to achieve program financial objectives
• Drive acquisition, frequency, and positive customer sentiment through delivery of strategic recommendations including new channels and marketing initiatives
• Direct and oversee program forecasting, program reporting, and business analysis through management of the P&L
• Develop and share program performance reporting to executive team and other key stakeholders
• Gain buy-in on all priorities and efforts from key executives and stakeholders

Company and franchisee restaurant reporting and relationship management

• Inform company and franchisee operations team of new strategies and program results
• Communicate and gain buy-in on all priorities and efforts from restaurant and franchisee operations teams
• Provide support and guidance to company and franchisee restaurant operations partners regarding loyalty program execution, performance, and issues

EDUCATION QUALIFICATION

Required Minimum: Bachelor’s degree

EXPERIENCE QUALIFICATION

• 5+ years of experience managing a multi-channel loyalty program in hospitality, retail, or consulting environments
• 10+ years marketing experience
• Demonstrated ability to manage a P&L
• Demonstrated experience in building and managing high performing teams
• Prior experience in partnering with analytics teams to develop and act on loyalty KPIs and analytics

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Ability to lead cross-functional teams and deliver results
• Ability to balance multiple priorities and meet project deadlines
• Excellent oral and written communication skills; ability to lead presentations with executives
• Ability to lead and influence others
• Ability to solve problems both independently and as part of a team through a structured approach
• Personal integrity, humility, an appreciation for the power of true teamwork, and a sense of humor
• Passion for the restaurant industry and desire to train in our restaurants to learn operations. A strong desire to help shape the future at Inspire Brands
• Self-starter personality who can operate with minimal supervision
• Availability to travel up to 25%