Sr. Manager, Gift Card Program - Miami, FLReady to build what's next with one of the world's most iconic brands?About the Role:
This customer-centric role is responsible for day-to-day operational administration & marketing planning of the gift card portfolio; helping to develop, implement, manage and monitor all aspects of the programs for the purpose of deepening customer loyalty and driving optimal business results for the company. This position will report directly to the
Senior Director, Loyalty & Gift Cards. Responsibilities include but not limited to:
- Responsible for the gift card annual budget and overall P&L
- Build solid relationships internally with HQ stakeholders as well as franchisee community, along with external business partners such as 3rd party / retail brokers and other supporting vendors - such as online, B2B
- Engage frequently with Ops / Training / Guest Care teams to ensure they are well-supported and properly apprised of all program activities that could impact their daily business through proactive communications
- Manage all 3rd party marketing placement calendar and budget very tightly with a good understanding of ROIs and which programs should be repeated and which should not
- Help define the gift card strategy and build out the plan to execute those initiatives to promote portfolio growth
- Develop an annual calendar of promotions and marketing activities to help drive continued YOY program growth
- Lead / project manage new initiatives to ensure they are delivered on time, on budget and within scope seamlessly
- Take point on facilitating / coordinating teams to address any system issues that impede program performance and ensure they are resolved, and preventative measures are in place to remove likelihood of reoccurrence
- Proactively review and understand key metrics / performance observed about the program and make recommendations for improvements
- Help collect information to build executive recaps, periodic performance reviews and daily insights around program performance. Continue to drive awareness of the business impact gift cards has to increase adoption / support by franchisee community and other internal stakeholders
- Help implement Gift Card roadmap with all internal groups including definition/refinement of member benefits, technology requirements, and marketing communications
- Manage vendor / partner relationships and contracts. Assist in periodically conducting assessments of capabilities to ensure ideal partner or platform are in place.
- Leverage and maximize existing partnerships and/or add new to propel business growth
- Assist in integrating gift card campaigns into the marketing calendar to drive sales. Assist in validating and optimizing campaigns through test and learn methods.
- Support monitoring program trends related to suspicious or fraudulent activity being done by employees or Member/Guests
- Build and manage card production forecasts, always maintaining optimal levels and not-over producing that results in throw away product
- Evaluate gift card designs and make recommendations on changes that are needed to attract new buyers of the product
- Drive innovation of the program via internal and external partners by defining new features / capabilities that increase likelihood or purchases and / or redemptions
- Point person for subject matter related questions, issues or assistance
Qualifications (some examples listed below):
- Bachelor's degree, or equivalent
- 5 years+ of experience, proven in marketing and operations for nationally scaled gift card programs
- Solid understanding of gift card financial mechanics and budget management
- Experience with 3RD party / retail brokers / other external gift card partners
- Restaurant and franchise experience are preferred
- Project management, large-scale planning and ability to lead cross-functional projects are required
- Critical thinker and sound decision maker that can also manage through crisis situations
- Ability to collaborate and influence team members to get
- Passionate, customer-centric mentality that challenges the status quo to drive exceptional experiences for Members / Guests
- Build solid relationships with internal business partners and external vendors
What do we offer?
- Insurance Plans (Medical, Life)
- Pension/401K/RSP (country specific)
- Competitive Bonus
- Mobility Allowance
- Tuition Reimbursement
- Company Holidays
- Volunteering time
- And More.....
Compensation: The base pay range for this role is $120,900 - 151,100 USD annually.
Pay within this range will be determined in good faith based on job-related factors, which may include skills, experience, education/training, location, and internal equity.
