Sr. Manager, Loyalty

Franchise World Headquarters, LLC; Miami (FL); On-site; USD 121,000 - 150,000; Full time

Benefits offered by this job

Insurance Plans (Medical, Life)

Pension/401K/RSP

Competitive Bonus

Mobility Allowance

Tuition Reimbursement

Company Holidays

Volunteering time

And More.....

Job summary

Subway is seeking a loyalty program leader to drive day-to-day operations and strategic marketing for the North American portfolio. You will work with brand marketing, digital teams and operations to deepen customer loyalty and improve business results.

The role reports to the Senior Director, Loyalty & Gift Cards and involves managing budgets, campaigns, and vendor relationships while driving customer-centric experiences for Members and Guests.

Qualifications

• Bachelor's degree or equivalent
• 5+ years in marketing and operations for nationally scaled loyalty programs
• Restaurant and franchise experience preferred
• Project management and cross-functional leadership
• Crisis management capabilities
• Ability to collaborate and influence teams
• Customer-centric mindset driving exceptional member experiences

Responsibilities

• Oversee day-to-day operations of the tiered loyalty program with internal and external partners
• Manage loyalty budgeting and invoicing
• Coordinate with operations, training and guest care teams for program activities
• Lead new initiatives to ensure on-time, on-budget delivery
• Facilitate system issue resolution and preventative measures
• Develop and execute marketing campaigns across email, push, SMS, app
• Monitor key metrics and provide performance insights
• Support loyalty acquisition and engagement strategies with partners and franchisees

Skills

Marketing operations experience

Project management

Cross-functional collaboration

Crisis management

Stakeholder management

Customer-centric mindset

Relationship building

Education

Bachelor's degree or equivalent

Job description

Ready to build what's next with one of the world's most iconic brands?

Why Join Subway?

At Subway, we are not standing still. We are building.

This is a business focused on what matters most: growing franchisee profitability, strengthening our brand and creating long-term value. The people who thrive here are the ones who want to make a real impact.

You will not just do the work. You will shape it.

We move fast. We think like owners. We make decisions that matter. We hold ourselves to a high standard because what we do directly impacts thousands of franchisees around the world.

If you bring energy, accountability and a bias for action, you will fit right in.

We take the work seriously, but we also know the best results come from teams that support each other, celebrate wins and show up ready to build something better every day.

This is your chance to be part of what's next.

About The Role:

This customer-centric role is responsible for day-to-day operational administration & marketing planning of the North American loyalty 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:

• Manage the front-line day-to-day operations of the tiered program, working closely with internal cross-functional team and external vendors to ensure that all aspects are functioning as expected.
• Submit invoices and closely monitor/manage the loyalty budget to ensure that it remains in line with what has been approved
• Engage frequently with Operation / Training / Guest Care teams to ensure they are well-supported and properly apprised of any /all program activities that could impact their daily business through proactive communications.
• 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.
• Work on all program related communications, campaign / promotional strategies and marketing calendars in collaboration with brand marketing, digital team and other key partners across the organization to develop and implement tailored / personalized E-Mail, Push, SMS, App, and additional marketing initiatives, such as life-cycle marketing, cart abandonment, and more.
• Understand all 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.
• Support loyalty strategy to drive ongoing acquisition and engagement resulting in profitable organic or incremental Guest behaviors, including increased frequency and conversion. This includes, but is not limited to building out acquisition campaigns through various Guest facing channels, identifying/operationalizing loyalty exclusive opportunities with existing or new partners, working with operations to drive franchisee adoption of the program, etc.
• Help implement Loyalty Program 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 loyalty campaigns into the marketing calendar to drive loyalty sales, promote loyalty program benefits and offers and increase revenue. 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

Qualifications:

• Bachelor's degree, or equivalent
• 5 years+ of experience, proven in marketing and operations for nationally scaled loyalty programs
• 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 - $150,100 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.