Digital Services Manager

1 week ago

Austin, Texas, United States Torchy's Tacos Full time
About the Role

We are seeking a highly skilled Digital Services & Guest Loyalty Manager to join our team at Torchy's Tacos. As a key member of our Technology Team, you will be responsible for engaging our guests through various technology platforms, managing and administering our restaurant loyalty program, overseeing updates to torchystacos.com, and enhancing Torchy's Search Engine Optimization (SEO) initiatives.

Key Responsibilities
  • Platform Administration: Oversee daily operations of the guest loyalty platform to ensure stability and performance, configure and update the loyalty platform to support marketing campaigns and promotions, troubleshoot and resolve technical issues related to the loyalty platform or torchystacos.com, and evaluate and assess SEO platform strategy to maintain overall company and local store search rankings.
  • Program Management: Strategize, setup, implement, validate and manage loyalty campaigns to increase guest engagement and retention, monitor and analyze program performance through key metrics such as customer lifetime value, retention rates, and overall guest engagement, and partner with Marketing to ensure that loyalty campaigns are communicated effectively across all guest touchpoints.
  • Data Analysis & Reporting: Analyze guest behavior and transaction data to uncover trends that will help enhance the loyalty program, produce regular reports on program performance, customer engagement, and return on investment (ROI), and provide insights and recommendations based on data analysis to improve loyalty strategies.
  • Cross-Functional Collaboration: Work closely with Marketing to ensure the loyalty program aligns with the overall brand strategy, collaborate with Operations and Guest Relations to integrate loyalty initiatives into day-to-day guest interactions, and provide training and support to internal teams on how to use the loyalty platform effectively.
Requirements
  • Bachelor's degree in Information Technology, Business Administration, Marketing, or a related field OR equivalent work experience.
  • 6-8 years of experience managing loyalty programs, customer relationship management (CRM) systems, corporate websites, or SEO rankings preferably in a restaurant, retail, or hospitality environment.
  • Proficiency in data analysis and reporting tools such as Excel.
  • Proficiency in project management tools such as Microsoft Project, Microsoft PowerPoint, Microsoft Word, Microsoft Teams, and Smartsheet.
  • Technical skills for platform configuration, troubleshooting, and working with vendors (experience with loyalty platforms such as Punchh is a plus).
Preferred Qualifications
  • Experience with loyalty program platforms such as Punchh or similar systems.
  • Familiarity with marketing automation and CRM tools.
  • Knowledge of customer engagement strategies and best practices in loyalty programs.
Work Environment

This role is based in Austin and is a hybrid position, requiring occasional movement around the office to attend meetings or collaborate with colleagues.

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