Director, Digital & Off Premise

Default CKE Brand; Franklin (TN); Hybrid; USD 150,000 - 190,000; Full time

Job summary

CKE Restaurants, Inc. is seeking a senior leader to drive digital and customer growth across owned channels, CRM, loyalty programs, and off-premise marketing for Hardee's.

You will shape lifecycle strategies, partner with analytics and tech teams, and lead a hybrid team across marketing and delivery partnerships. The role requires 8+ years in digital marketing with leadership experience, and a track record in restaurant or multi-unit brands.

Qualifications

• Bachelor's degree in Marketing, Business, Communications, or related field.
• 8+ years of experience in digital marketing, CRM, loyalty, customer engagement, eCommerce, or omnichannel marketing.
• 3+ years of people leadership experience.
• Proven success driving customer acquisition, retention, and loyalty through owned channels.
• Experience managing CRM, customer lifecycle marketing, and marketing automation platforms.
• Strong understanding of digital ordering ecosystems and customer engagement strategies.
• Exceptional analytical, communication, and stakeholder management skills.
• Experience within QSR, restaurant, retail, hospitality, franchise, or multi-unit consumer brands preferred.
• Experience managing third-party delivery partnerships and marketing programs preferred.
• Familiarity with customer data platforms (CDPs), loyalty platforms, and web/mobile app marketing preferred.
• Experience partnering with paid media teams to create integrated customer journeys preferred.

Responsibilities

• Develop and execute the digital customer engagement strategy to drive growth across owned digital channels.
• Create annual and long-range plans focused on digital sales, loyalty growth, app engagement, customer retention, and off-premise performance.
• Identify new opportunities to enhance the customer experience through personalization, automation, and digital innovation.
• Establish KPIs and performance measurement frameworks tied to customer acquisition, engagement, retention, and revenue growth.
• Own the strategy, roadmap, and performance of CRM and loyalty programs.
• Lead customer lifecycle marketing across email, SMS, push notifications, in-app messaging, and other owned communication channels.
• Develop segmentation and personalization strategies that improve customer engagement, frequency, and lifetime value.
• Partner with Analytics and Technology teams to leverage customer data for highly targeted marketing programs.
• Drive growth in loyalty membership, active users, offer redemption, and customer retention.
• Own marketing and engagement strategies for Hardee's mobile app, website, digital ordering experience, and future owned digital platforms.
• Partner with Digital Product and Technology teams to optimize customer journeys, improve conversion, drive SEO, and increase digital ordering adoption.
• Develop integrated customer experiences across owned channels that support brand, product, and promotional initiatives.
• Monitor customer feedback and digital experience metrics to identify opportunities for continuous improvement.
• Lead marketing strategy and business growth initiatives for third-party delivery and other off-premise channels.
• Manage relationships with marketplace partners including DoorDash, Uber Eats, Grubhub, and emerging platforms.
• Develop promotional calendars, merchandising strategies, and marketing programs that increase visibility, order frequency, and incremental sales.
• Analyze partner performance and identify opportunities to improve profitability, customer acquisition, and market share.
• Partner with Operations and Revenue Management teams to optimize channel performance and guest experience.
• Partner with Brand Marketing teams to ensure digital and off-premise channels support major product launches and business priorities.
• Collaborate with Media teams to align paid media, CRM, loyalty, and owned-channel activation strategies.
• Ensure customer journeys are connected across paid, owned, and earned touchpoints.
• Support integrated campaign planning by providing audience insights, customer segmentation, and channel expertise.
• Establish reporting dashboards and performance reviews for owned channels, CRM programs, loyalty initiatives, and off-premise business.
• Analyze customer behavior, campaign performance, and digital sales trends to identify growth opportunities.
• Deliver actionable insights and recommendations to executive leadership and franchise stakeholders.
• Foster a test-and-learn culture focused on optimization, innovation, and measurable business impact.
• Lead and develop a high-performing team of digital, CRM, and off-premise marketing professionals.
• Manage agency, technology, and platform partner relationships.
• Oversee budgets and investments across owned-channel marketing, CRM, loyalty, and delivery partnerships.
• Build strong partnerships across Marketing, Operations, Technology, Finance, Analytics, and Franchise organizations.

Skills

Digital marketing

CRM

Loyalty programs

Customer engagement

Omnichannel marketing

Analytics

Stakeholder management

Growth strategy

Team leadership

Paid media alignment

Education

Bachelor's degree in Marketing or related field

Tools

CDPs

Loyalty platforms

Marketing automation

Job description

May perform any or all of the following duties:

Digital & Customer Growth Strategy

• Develop and execute the digital customer engagement strategy to drive growth across owned digital channels.
• Create annual and long-range plans focused on digital sales, loyalty growth, app engagement, customer retention, and off-premise performance.
• Identify new opportunities to enhance the customer experience through personalization, automation, and digital innovation.
• Establish KPIs and performance measurement frameworks tied to customer acquisition, engagement, retention, and revenue growth.

CRM, Loyalty & Lifecycle Marketing

• Own the strategy, roadmap, and performance of CRM and loyalty programs.
• Lead customer lifecycle marketing across email, SMS, push notifications, in-app messaging, and other owned communication channels.
• Develop segmentation and personalization strategies that improve customer engagement, frequency, and lifetime value.
• Partner with Analytics and Technology teams to leverage customer data for highly targeted marketing programs.
• Drive growth in loyalty membership, active users, offer redemption, and customer retention.

Owned Digital Channels

• Own marketing and engagement strategies for Hardee's mobile app, website, digital ordering experience, and future owned digital platforms.
• Partner with Digital Product and Technology teams to optimize customer journeys, improve conversion, drive SEO, and increase digital ordering adoption.
• Develop integrated customer experiences across owned channels that support brand, product, and promotional initiatives.
• Monitor customer feedback and digital experience metrics to identify opportunities for continuous improvement.

Off-Premise & Third-Party Delivery Marketing

• Lead marketing strategy and business growth initiatives for third-party delivery and other off-premise channels.
• Manage relationships with marketplace partners including DoorDash, Uber Eats, Grubhub, and emerging platforms.
• Develop promotional calendars, merchandising strategies, and marketing programs that increase visibility, order frequency, and incremental sales.
• Analyze partner performance and identify opportunities to improve profitability, customer acquisition, and market share.
• Partner with Operations and Revenue Management teams to optimize channel performance and guest experience.

Cross-Functional Campaign Leadership

• Partner with Brand Marketing teams to ensure digital and off-premise channels support major product launches and business priorities.
• Collaborate with Media teams to align paid media, CRM, loyalty, and owned-channel activation strategies.
• Ensure customer journeys are connected across paid, owned, and earned touchpoints.
• Support integrated campaign planning by providing audience insights, customer segmentation, and channel expertise.

Analytics & Performance Management

• Establish reporting dashboards and performance reviews for owned channels, CRM programs, loyalty initiatives, and off-premise business.
• Analyze customer behavior, campaign performance, and digital sales trends to identify growth opportunities.
• Deliver actionable insights and recommendations to executive leadership and franchise stakeholders.
• Foster a test-and-learn culture focused on optimization, innovation, and measurable business impact.

Leadership & Team Development

• Lead and develop a high-performing team of digital, CRM, and off-premise marketing professionals.
• Manage agency, technology, and platform partner relationships.
• Oversee budgets and investments across owned-channel marketing, CRM, loyalty, and delivery partnerships.
• Build strong partnerships across Marketing, Operations, Technology, Finance, Analytics, and Franchise organizations.

POSITION QUALIFICATIONS/CORE COMPETENCIES

• Bachelor's degree in Marketing, Business, Communications, or related field.
• 8+ years of experience in digital marketing, CRM, loyalty, customer engagement, eCommerce, or omnichannel marketing.
• 3+ years of people leadership experience.
• Proven success driving customer acquisition, retention, and loyalty through owned channels.
• Experience managing CRM, customer lifecycle marketing, and marketing automation platforms.
• Strong understanding of digital ordering ecosystems and customer engagement strategies.
• Exceptional analytical, communication, and stakeholder management skills.
• Experience within QSR, restaurant, retail, hospitality, franchise, or multi-unit consumer brands preferred.
• Experience managing third-party delivery partnerships and marketing programs preferred.
• Familiarity with customer data platforms (CDPs), loyalty platforms, and web/mobile app marketing preferred.
• Experience partnering with paid media teams to create integrated customer journeys preferred.

WORK ENVIRONMENT

• Restaurant Support Center that operates in a fast-paced setting with a high volume of activity and a deadline-driven environment. The role follows a hybrid work model, requiring on-site presence in the office every Tuesday, Wednesday, and Thursday.

PHYSICAL DEMANDS

• Sitting for extended periods of time, using telephone, typing and/or operating a computer and/or mouse.

THE COMPANY RETAINS THE RIGHT TO CHANGE OR ASSIGN OTHER DUTIES TO THIS POSITION AS DEEMED APPROPRIATE WITH OR WITHOUT NOTICE.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.