Loyalty Program Manager

Job Summary

The Loyalty Program Manager  is responsible for executing the overall loyalty program (Papa Rewards) strategy across Papa Johns’ US store and franchise network. In this role you’ll have the chance to shape one of the most recognizable loyalty programs in the QSR industry, where you’ll transform business and consumer insights into loyalty marketing activations that engage customers in the program and grow customer lifetime value. This role requires an excellent understanding of customer loyalty principles, program design, and implementation, as well as the ability to align loyalty initiatives with business objectives and drive measurably improved outcomes in membership growth and average frequency of purchase.

Duties and Responsibilities (other duties as assigned)

• Help inform the loyalty strategy aligned with business goals and customer needs.

• Lead the end-to-end operations, execution, and optimization of the Papa Rewards program.

• Manage the loyalty roadmap, including new features, reward structures, promotions, and member engagement initiatives.

• Design and implement innovative loyalty program features and benefits to drive membership growth and brand awareness.

• Oversee the day-to-day operations of the loyalty program across all channels, including enrollment, onboarding, reward accrual and redemption, customer experience, and customer support.

• Collaborate with marketing, operations, and technology teams to ensure seamless integration of the loyalty program with other systems and channels.

• Partner with Product & Technology to enhance loyalty functionality across web, app, and in‑store experiences.

• Analyze customer behavior, segmentation, and performance metrics to identify opportunities that increase enrollment, activation, and retention.

• Analyze loyalty program performance metrics and report insights regularly to colleagues and senior leadership.

• Monitor industry trends and best practices in loyalty marketing and implement innovative strategies to improve the loyalty program experience.

• Collaborate with Brand, CRM, and Media teams to create compelling loyalty campaigns that drive incremental visits and order value.

• Integrate and actively manage loyalty events calendar in partnership with Integrated & Brand Marketing Teams

• Develop and maintain loyalty policies and procedures to ensure compliance with legal regulations aAdvocate for the voice of the customer, ensuring the loyalty experience is intuitive, rewarding, and aligned with brand values.nd ethical standards.

• Work closely with Operations and Franchise partners to ensure program clarity, adoption, and execution across all restaurants.

• Advocate for the voice of the customer, ensuring the loyalty experience is intuitive, rewarding, and aligned with brand values.