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Senior Director - Customer Strategy and Loyalty Job

Job Number: 2017-6142

Address: 2002 Papa John's Blvd

Location: Louisville, KY

Date Posted: 9-18-2017



TheSenior Director, Customer Strategy and Loyalty, will build Papa John's sales and brand equity by leading key customer initiatives including the evolution of the Papa Rewards loyalty program. He/she will champion an insight driven strategy that advances the Brand's customer lifecycle management approach. This position will promote that a great customer experience is the pathway to sustainable differentiation in the marketplace ultimately leading to loyalty, advocacy and repeat business. He/she will champion that Papa John's customer journey is consistent, connected, simple, relevant and delightful.

This position reports to the Product Management Vice President within the Global Digital and Technology department and will work very closely with Marketing. The scope of the Senior Director, Customer Strategy and Loyalty's responsibility includes customer level insights, user research, lifetime customer journey mapping, segmentation and all aspects of the Papa Rewards loyalty program. This individual will work with a governance group to establish business rules for how a customer is defined and how the broader organization can engage a customer profile. He/she will play a critical role in the customer transformation initiative currently underway.

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following. Other duties may be assigned as needed.

  • Lead development and execution of strategies to increase transactions, ticket, restaurant and Papa John's International (PJI) profit and consumer lifetime value using the Papa Rewards loyalty program. This will include determining reward strategy and execution enhancements, working closely with our database marketing provider, and PJI's Marketing Analysis, Finance and Tech teams.
  • Determine and recommend additional resource needs to better support PJI's Loyalty strategies, which may include additional agencies, promotional partners, consultants, providers, and capital investments.
  • Identify and execute national digital promotional offer strategies. This will require working closely with PJI Marketing Analysis and Finance to analyze and forecast impact of strategies on transactions, ticket, restaurant profit and customer loyalty.
  • Prepare and present proposals and updates to senior PJI marketing and corporate management, and consult with our Franchise Advisory Council (FAC), seeking their ideas and securing their endorsement for national Loyalty and eCommerce promotional offer strategies.
  • Collaborate with IS on Papa Rewards program enhancements, and to enhance presentation of promotional and menu offers in our various eCommerce channels, including desktop and mobile web, mobile apps, tablet, and other channels as they are developed.
  • Work closely with the PJI Digital Marketing team members responsible for eCRM on execution of programs through email, SMS text, and push notifications from our mobile apps.
  • In partnership with Field Marketing, identify and provide guidance on local digital promotional offer strategies that increase eCommerce transactions and ticket, restaurant profit and customer loyalty, while address differing market and competitive conditions.
  • Provide guidance for international marketing on Loyalty and digital promotional offer strategies, including development of best-practice documentation, providing training and seminars for international marketing, and consulting with international marketing and operations on specific programs.
  • Lead cross-functional teams with other marketing disciplines and other departments within PJI to ensure that programs for which the position is responsible are executed strategically, collaboratively and in a timely manner.



  • Bachelor's degree required, MBA preferred.
  • Proven experience leading customer strategy, this must include experience managing Loyalty or Rewards Programs.
  • Experience selecting and managing outside marketing agencies, consultants and vendors.
  • Excellent presentation and communication skills.
  • QSR/Pizza or multi–unit franchise retail experience preferred.


Exciting things are happening at Papa John's corporate restaurants. Work where the best ingredient is YOU!

Great things are happening at Papa John's! If you are looking for a fulfilling career with an international company, flavored with challenging work, mixed with professional development opportunities, a competitive salary and a collaborative team environment, then look no further! Papa John's seeks people who share our philosophy for success, are looking for quality business practices and meaningful work. All these combine to produce not only the best pizza, but also the best team members!

Papa John's has over 5,000 locations in 44 countries and territories around the world. We offer a competitive benefits and compensation package. Driven to be the best. Better Ingredients. Better People. ®

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The Company utilizes eSignatures for Disclosures and Consent which applies to all Materials, both current and future, related to your application for or possible employment with Papa John's International, Inc. on behalf of itself and its subsidiaries ("Papa John's"). By choosing to click "Apply Now" and move forward in the Application Process you are confirming that you have read, understood and agree to the Company's E-Signature Disclosures and Consent Policy. Please click here to review this policy.

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