Position Summary
The CRM & Loyalty Manager will spearhead customer engagement initiatives for Independent Food Company, focusing on enhancing customer retention, increasing repeat visits, and growing brand loyalty across multiple restaurants. This role involves designing and executing data-driven CRM and loyalty strategies to align with the company’s goals, leveraging insights to create meaningful customer experiences.
Key Responsibilities
1. CRM Strategy Development and Execution
- Design and implement a CRM strategy tailored to Independent Food Company’s customer base.
- Maintain and optimize the CRM database to ensure clean, actionable data.
- Segment customers to create personalized campaigns aimed at boosting engagement and loyalty.
2. Loyalty Program Management
- Develop and oversee innovative loyalty programs to increase customer retention and brand advocacy.
- Continuously analyze loyalty program performance and make recommendations for improvements.
- Ensure seamless integration of loyalty programs across all restaurant brands and locations.
3. Customer Insights and Analytics
- Leverage customer data to identify trends, preferences, and areas for improvement.
- Monitor key metrics such as repeat visit rates, customer lifetime value (CLV), and redemption rates.
- Prepare performance reports with actionable insights to guide decision-making.
4. Collaboration Across Teams
- Work closely with marketing, operations, and IT teams to align CRM and loyalty initiatives with broader business objectives.
- Coordinate with restaurant managers to ensure consistent implementation of customer engagement strategies.
- Partner with external vendors for loyalty platforms and CRM tools when needed.
5. Technology and Innovation
- Manage and optimize CRM tools and loyalty platforms, ensuring they meet the company’s needs.
- Explore emerging technologies to enhance customer experience and engagement.
- Provide training to internal teams on the effective use of CRM systems and loyalty tools.
Key Qualifications
Education:
- Bachelor’s degree in Marketing, Business Administration, or a related field (Master is a plus).
Experience:
- 5+ years of experience in CRM or loyalty program management, preferably in the food and beverage or hospitality industry.
- Proven track record of developing successful loyalty programs and CRM strategies.
Skills:
- Strong knowledge of CRM systems and loyalty platforms (e.g., Salesforce, Oracle, or similar tools).
- Proficiency in data analysis and visualization tools.
- Excellent project management and organizational skills.
- Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams.
- Creative mindset with a customer-first approach to problem-solving.
Personal Attributes:
- Highly analytical with attention to detail.
- Results-driven and customer-focused.
- Adaptable to a dynamic, fast-paced environment.
