Los Angeles | Head of Digital Experience and Loyalty | QSR

Job Description

Job Description

An international multi-unit Quick Service Restaurant brand with headquarters in Los Angeles seeks a Head of Digital Experience & Loyalty to be a strategic leader responsible for executing and leading the end-to-end digital ecosystem of the brand. The Head of Digital Experience and Loyalty will drive loyalty programs, brand app, web, local presence, and third-party marketplace partnerships. The Head of Digital Experience and Loyalty is accountable for guest acquisition, engagement, retention, and digital revenue growth. This is an in office role, based in Torrance, CA.

The Role

Loyalty Program - Strategy and Execution

• Drive the rewards program to increase sign-ups and frequency, including transitioning the platform to a points-based model and crafting exclusive incentives.
• Manage the development and user experience (UX) of the company website, mobile app, and member communications through email and push notifications.
• Track loyalty performance, reporting trends to company leadership and providing expert level recommendations for program evolution.
• Identify segments based on usage frequency and type. Cater messaging to these distinct audiences
• Partner with Operations team to facilitate loyalty sign-ups and engagement at the restaurant-level.

Owned Digital Platforms

• Oversee the development, maintenance and evolution of the company’s website, mobile app, and online ordering platforms in accordance with WCAG guidelines.
• Website (UX, content, conversion optimization)
• Mobile app (adoptions, engagement, lifecycle performance)
• Kiosks (UX in collaboration with IT)
• Track and report on web/app visits and conversion metrics.
• Work closely with IT to ensure smooth, functional deployment of all features.

Digital Marketing

• Guide and manage digital marketing campaigns
• Work closely with Digital agency on content distribution, media buy and key performance metrics.
• Develop consistent digital footprint to drive SEO, GEO/AEO ; track and report on performance 3rd Party Partnerships
• Manage third-party delivery partnerships, growing the brand's share on these platforms
• Evaluate incrementality vs cannibalization; promo strategy and ROI

Local Digital Presence

• Manage local pages and listings with Soci, Yelp
• Local SEO

Collaboration/Leadership

• Partner closely with Brand, Product, Ops and Agency teams
• Manage digital agency, loyalty partners

Requirements

• 5-10 yrs experience across digital, CRM, and platform management
• Deep understanding and experience with Loyalty programs in the restaurant industry as well as:
• Digital Marketing (paid social, display, ctv, etc)
• Web, loyalty and digital design procedures.
• Solid knowledge of web and app analytics (GA4, Firebase, or similar)
• Administrator experience with Punchh loyalty platform to establish campaigns and analyze performance
• 3rd Party Delivery Platforms
• Experience manage local pages through platforms like SoCi
• Restaurant business or multi-unit retail experience.
• Critical thinker and problem-solving skills.
• Great interpersonal and communication skills.
• Must be authorized to work in the United States

Nice to have

Experience with olo and POS systems is a plus

Benefits

• Compensation: $90,000 – $130,000 base salary (depending on experience)
• Bonus: Performance-based bonus potential (up to 10% for Director level).
• Benefits: Medical, Dental, Vision (87-45% HMO) Ancillary insurance, and 401k with company match.
• Perks: 2 weeks paid vacation to start, annual increases, meal discounts, on-site fitness facility at the support center, and a $75/month phone allowance.

Our client is an equal opportunity employer committed to a diverse and inclusive workplace.