Digital Product Coordinator - CRM

When you join Culver Franchising System as a Digital Product Coordinator - CRM, you’ll help provide escalated support and improve the digital experience for Culver’s guests, Owner/Operators, and their teams. You will coordinate and execute CRM email and SMS campaigns, support digital platform access and administration, and partner with internal teams, Owner/Operators, guests, and external partners to help ensure our digital programs and platforms are accurate, accessible, and continuously improving.

Essential Functions

: Provide Escalated Support to Guests and Franchises Related to the Digital Guest Experience Respond to escalated requests and needs associated with Customer Loyalty, Guest Account information, and other similar digital experience programs Become the expert on the user experience to provide insights and advisement to Guests and Owner/Operators on the digital experience Track, prioritize and coordinate the resolution of reported areas of assistance needed on digital platforms and products Monitor user feedback and questions to identify trends and areas to inform future enhancements Escalate technical or operational issues as appropriate Assist with Coordination and Optimization on CRM Email and SMS Campaign Execution Assist with campaign planning, execution, measurement and reporting Ensure digital channels, including email, push, and SMS are executed accurately and consistently across guest touchpoints Review campaign results to identify opportunities for improved timing, relevance, targeting, frequency, performance and overall channel effectiveness Support testing and experimentation efforts, including A/B testing and offer evaluations, to identify opportunities for improvement Support the review, testing and documentation of the digital guest journeys, campaigns, offers, rewards and guest-facing experiences to help identify gaps, inconsistencies, quality assurance, points of friction and opportunities to improve usability Optimize Execution of the Guest Loyalty Platform Assist with daily administration of the Guest Loyalty program including member communications, issue tracking, campaign execution, performance reporting, and program documentation Ensure loyalty campaigns and offers are launched accurately and on time across applicable digital channels and platforms Assist loyalty program members with questions related to enrollment, participation, rewards, offers, account access, and redemption Help Owner/Operators and restaurant teams understand, promote, and leverage loyalty program and other digital programs Administer User Access for Digital Platforms Support day-to-day user access of digital platforms, including loyalty, ecommerce, content management, delivery, and other guest-facing technologies Manage permissions, configuration requests, and platform documentation in accordance with established procedures Develop, maintain, and follow SOPs for platform administration, issue resolution, and change management activities Gather feedback from platform users and identify opportunities to improve documentation and operational processes Maintain accurate user role records, documentation, FAQs, and support resources for internal teams, Owner/Operators, and users Requirements

: Associate degree in Marketing or related field 3+ years of experience assisting customers with digital products including applications, websites, and other tools (ideally in a franchised organization), or equivalent combination of education and experience Experience supporting CRM, loyalty, ecommerce, digital marketing, or related digital products strongly preferred Demonstrated success working with and learning software platforms, including ESP/Engagement, CRM and Loyalty, is a plus Working knowledge of engagement and loyalty software, such as Iterable, Braze or Punchh/PAR Engagement, is a plus Experience working familiarity with basic database structures and flows Demonstrated exceptional attention to detail Proficiency with Microsoft Office tools Additional Information

: To be considered for this opportunity, please make sure to attach your resume to your application. Starting Pay Range: $25.00-$28.00 per hour commensurate with experience. Classification: Non-Exempt/Hourly, full-time position. This role includes a generous incentive bonus based on business results and individual success. We also offer workplace flexibility including flexible work hours and a hybrid work model. Join us at our beautiful Support Center in Prairie du Sac, Wisconsin right on the Wisconsin River, just a short drive from Madison! Culver Franchising System is an Equal Opportunity Employer, and we use E-Verify to confirm the identity and employment eligibility of all new team members.