Digital Services & Guest Loyalty Manager

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Job description

Digital Services & Guest Loyalty Manager

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 Guest Experience Manager is responsible for engaging our guest through different technology platforms. This role will manage and administer our restaurant loyalty program, oversee updates to (url removed), and enhance Torchy's Search Engine Optimization (SEO) within the Technology Team. This individual contributor role focuses on the day-to-day operation, optimization, and continuous improvement of our customer loyalty, website, and SEO 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.
• Configure and update the website for new menu items and Torchy's news
• Troubleshoot and resolve technical issues related to the loyalty platform or (url removed), working with IT or external vendors as needed.
• Evaluate and assess SEO platform strategy to maintain overall company and local store search rankings
• Manage and maintain Torchy's website, ensuring regular updates and platform improvements
• Lead the end-to-end release management process for the guest loyalty platform and website, ensuring timely and successful delivery of updates, while minimizing impact on guest interaction and business continuity

Program Management

• Strategize, setup, 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 any non-loyalty promotional campaign execution as designed by the marketing team.

Data Analysis & Reporting

• Analyze guest behavior and transaction data to uncover trends that will help 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.
• Report on SEO rankings from a corporate and local store level.

Cross-Functional Collaboration

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

Continuous Improvement

• Stay up to date on the latest trends in customer loyalty, customer engagement programs, and SEO requirements.
• 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

Detailed Oriented
• Determine platform gaps and anticipate challenges before they arise
• Ability to understand organizational impact both internal and external

Data Driven
• Test and learn approach across Loyalty and SEO platform

Organized
• Ability to execute complex multi-platform initiatives
• Ability to be clear and concise in communications
• Ability to build project timelines and execute effectively

Technical
• Openness to learning new platforms
• Ability to be curious and ask questions

Creative Mindset
• Ability to blend both technical and marketing skillsets
• Ability to create loyalty campaigns that are engaging to guests

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, customer relationship management (CRM) systems, corporate websites, or SEO rankings preferably in a restaurant, retail, or hospitality environment.
• 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,
• Technical skills for platform configuration, troubleshooting, and working with vendors (experience with loyalty platforms such as Punchh is a plus)

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.

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.
• Mobility: While primarily a desk job, occasional movement around the office to attend meetings or collaborate with colleagues is expected

Work Location:

• Based in Austin
• Hybrid

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