Senior Manager, Loyalty and Subscriptions

Job Purpose

At Panera we believe that good food can bring out the best in all of us—food served in a warm, welcoming environment, by people who care, through a frictionless customer experience. We are looking for a Senior Manager of Loyalty and Subscriptions to join our team that will continue to grow and engage one of the largest loyalty program in the restaurant space and our innovative subscription program.

This person will be instrumental in growing our 1:1 digital marketing strategy as well as leading the growth and future vision of the MyPanera and subscription programs. This person will be tasked with developing and executing loyalty and subscription marketing strategies in service of greater customer frequency and retention and will also manage the loyalty P&L.

A successful candidate is comfortable with ambiguity and thrives in driving large-scale changes to how we want to approach loyalty with our customers. It requires building strong relationships with stakeholder teams and staying customer obsessed. This is a great role for someone who loves to dive deep into data and can think big about the future vision.

Duties & Responsibilities

The primary responsibilities of this job include, but are not limited to:

• Act as a change agent, help set the vision and plan for the future of Loyalty and Subscriptions

• Develop, implement loyalty strategy that drive brand engagement and lifetime value of loyalty members and subscribers

• Define and execute a robust and comprehensive strategy, roadmap, and marketing plans to maximize customer acquisition, retention, and attachment

• Evaluate and define the loyalty experience at all points of interaction with the brand whether that be in café or through digital channels.

• Responsible for leading project management of new pilot programs and national roll-outs of loyalty-related campaigns and benefits, managing related cross-functional project meetings, marketing plans and project timelines

• Builds test & learn strategies to enhance the program’s value, focusing on changing customer behavior to drive incremental sales and meeting loyalty membership/revenue goals

• Direct and oversee program forecasting, program reporting, and business analysis through management of the P&L

• Performs analysis, in partnership with analytics team, to understand overall customer retention, repeat behavior, regency and frequency, and lifetime customer value across all segments

• Develop compelling and detailed documentation to support executive level decision making and presentations

Qualifications (Education & Experience) Qualifications include:

• Bachelor’s degree from an accredited college/university; Course focus on marketing or business.

• 7+ years of experience in marketing or digital strategy, with direct experience managing and/or developing loyalty & subscription programs

• 3-5 years’ experience managing teams and developing talent

• Ability to manage cross-functional marketing and technology teams, advocate for loyalty and collaborate across the organization to create integrated solutions

• Restless and optimistic; Driven by purpose, fueled by collaborative environments

• Experience of leveraging data driven insights to build new and innovative loyalty, subscription & digital experiences

• Analytical thinker with ability to drive metrics and benchmarks to ensure continuous improvement in process and results Excellent listening, presentation, and written and verbal communication skills

• Effective time management skills; ability to prioritize, delegate and meet deadlines

• Strong ability to create, build and leverage relationships and effectively interface with executive-level team members and at the same time have willingness to roll up the sleeves to solve problems

• Ability to interact and present to all levels of the organization, including top management.

Working Conditions

• Required travel – travel to STL or Boston support centers for special events

Physical Requirements

• While performing this job, the incumbent is regularly required to stand, sit, talk hear & use hands and fingers to operate keyboards

Direct Reports

• This position will have two direct reports.