Sr Director Loyalty | Atlanta, GA | Papa John's

Sr Director Loyalty



The Senior Director, Loyalty, will build Papa John's sales and brand equity by leading key customer initiatives including CRM, customer analytics & insights, Martech strategy and 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 Senior Vice President of Customer Experience within the Commercial Org and will work very closely with Technology. The scope of the Senior Director, 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 experience transformation initiative currently underway.

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, lifetime customer value 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 Technology 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.Oversee the activation of loyalty initiatives including the execution of lifecycle and promotional campaigns 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.


Education and Experience

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


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. ®