Director of Loyalty and CRM

$141,411 - $176,764/Yr

Dairy Queen - Bloomington, MN

Full-time - Senior

Hybrid - Bloomington, MN

5,001-10,000 employees

Food Services and Drinking Places

About the position

The Director of Loyalty and CRM at Dairy Queen will lead the strategy and execution of the company's loyalty program and customer relationship management initiatives. This role focuses on creating data-driven experiences that enhance customer engagement, increase lifetime value, and foster brand loyalty. The director will collaborate with cross-functional teams to optimize digital marketing efforts and ensure a seamless customer experience across various channels.

Responsibilities

• Develop and execute a comprehensive loyalty and CRM strategy that aligns with Dairy Queen's business goals.
• Create a seamless end-to-end customer experience for Dairy Queen's loyalty program across all digital touchpoints.
• Leverage data insights to create segmented and personalized campaigns that drive program growth.
• Implement a data-driven approach to segment and personalize messaging across digital channels.
• Develop multi-year roadmaps for loyalty and CRM initiatives, setting clear objectives and KPIs.
• Manage the loyalty marketing calendar and go-to-market activities for program promotions.
• Monitor and analyze campaign performance data, providing actionable insights for optimization.
• Partner with internal teams to align on loyalty program strategies and ensure execution.
• Serve as a key liaison to the franchisee community, leading training on loyalty and CRM best practices.
• Manage relationships with external vendors and agencies.

Requirements

• Bachelor's degree in marketing, business, or a related field; MBA preferred.
• 8+ years of experience in loyalty, CRM, or digital marketing.
• Strong experience in retail, QSR, or CPG industries preferred.
• Proven track record of leading cross-functional teams and managing complex marketing initiatives.
• Excellent communication and presentation skills.
• Advanced analytical skills with the ability to translate complex data into actionable insights.
• Proficiency with CRM tools and platforms (e.g., Braze).
• Highly collaborative, entrepreneurial, and adaptable.

Nice-to-haves

• Experience in the Quick Service Restaurant (QSR) industry.
• Familiarity with data management and mar-tech solutions.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave