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POSITION SUMMARY:
The Loyalty Specialist is responsible for supporting the day-to-day execution and operations of loyalty programs across Papa Murphy’s and the broader BBQ Holdings portfolio (including Famous Dave’s, Granite City, and others). This role ensures that rewards, promotions, and program functionalities are executed accurately and consistently across all guest touchpoints—supporting program integrity, operational excellence, and a seamless customer experience.
Working under guidance of the Director of CRM & Lifecycle Marketing, this individual will contribute to the development of loyalty strategy, assist with campaign planning, coordinate program updates, and lead tracking performance to support long-term guest value across multiple brands and channels. In addition, this role will own day-to-day loyalty program operations: managing reward configurations and testing, brand initiated promotions, and providing themselves as a resource for internal stakeholders. This role will also be responsible for:
- Ensuring smooth functionality across web, app, POS, and in-store systems.
- Monitoring loyalty program KPIs and guest engagement; maintaining and sharing regular performance reporting.
- Troubleshooting basic issues: Flagging and helping resolve technical issues by coordinating with guest services, operations, franchisees, and tech vendor teams.
- Collaborate with the Director to optimize segmentation, innovate new campaigns supporting brand priorities, and continuously improving program performance.
- Maintaining documentation, training support, and execution guidelines for internal teams and franchisees.
KNOWLEDGE, SKILLS, & ABILITIES:
- 2-3 years of experience in supporting loyalty programs, specifically working in Punchh or Paytronix with experience leading campaign configuration
- Strong organizational and project management skills with attention to detail and execution.
- Working knowledge of loyalty analytics and reporting tools.
- Excellent communication skills and a collaborative mindset.
- Ability to work cross-functionally with digital, tech, analytics, operations, and external vendors.
PREFERRED QUALIFICATIONS:
- Hands-on experience working with the Punchh loyalty platform (setup, QA, reporting, or offer execution).
- Familiarity with digital ordering and POS ecosystems.
- Experience supporting franchisee systems or multi-brand organizations.
PHYSICAL AND MENTAL REQUIREMENTS:
When performing the duties of this job, the employee is frequently required to move throughout the workplace; sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance, stoop, kneel and verbally communicate. The employee is occasionally required to lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
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