Director, Loyalty Product

What We'll Need

Lead the strategy, evolution, and performance of Wingstop’s loyalty program, including member proposition, guest experience, value exchange, rewards, offers, personalization, and engagement strategy.

Own the loyalty business roadmap, ensuring priorities are aligned to guest engagement, retention, frequency, digital sales, customer lifetime value, and profitable growth.

Define loyalty program goals, success metrics, and performance expectations across acquisition, activation, engagement, redemption, retention, reactivation, and member value.

Partner with product, CRM, brand marketing, analytics, technology, operations, finance, guest experience, and external vendors to deliver loyalty capabilities and member experience improvements.

Oversee prioritization of loyalty product initiatives, ensuring the team is focused on the highest-impact opportunities and making clear tradeoffs across business value, guest need, technical complexity, and operational feasibility.

Lead cross-functional discovery and strategic planning for new loyalty features, offers, rewards, challenges, promotions, lifecycle journeys, and personalization opportunities.

Build a disciplined test-and-learn agenda to improve member acquisition, onboarding, activation, engagement, frequency, retention, redemption, and incremental sales.

Partner with analytics, finance, CRM, and brand teams to evaluate loyalty performance, offer effectiveness, incrementality, margin impact, customer behavior, and guest lifetime value.

Translate performance insights, customer research, behavioral data, and test results into strategic recommendations and future roadmap decisions.

Ensure loyalty initiatives are practical, scalable, and restaurant-friendly by maintaining a strong feedback loop with operations, guest experience, training, and field teams.

Identify business risks, technology dependencies, operational impacts, and change management needs across loyalty initiatives to support smooth implementation and adoption.

Drive alignment on loyalty priorities, timelines, metrics, and decision-making through clear communication, executive-ready storytelling, and consistent cross-functional collaboration.

Own the executive communication rhythm for loyalty performance, including business reviews, roadmap updates, strategic recommendations, risks, opportunities, and key decisions needed.

Stay current on loyalty, CRM, restaurant, retail, digital engagement, personalization, and guest experience trends to keep Wingstop competitive, relevant, and differentiated.

Champion a guest-first, data-informed, and commercially disciplined approach to loyalty across the organization.

What You’ll Need

• Bachelors Degree
• 10+ years of experience in customer marketing and Loyalty Program leadership, restaurant or retail experience highly preferred
• Experience with Partnerships preferred
• Experience with Loyalty marketing tool sets
• Strong business acumen
• Can handle high volumes of work with ability to prioritize effectively and hit promised timelines
• Able to understand business objectives and requirements, organize and interpret campaign results, and deliver insights and recommendations in the marketing environment

Who You Are

• No job is too small. You recognize that the real work happens in the restaurants, and everything we do should support their success.
• You stay humble, roll up your sleeves, and always look for ways to help. You learn from others and contribute wherever you can.
• You care deeply about doing great work and driving results. You’re curious, ask questions, and seek out opportunities to improve.
• You don’t just point out problems—you bring solutions, ideas, and perspectives that move the team forward.
• You take full responsibility for your work and see things through to completion. You aren’t afraid to fail because you know that failure is a part of learning and growth.
• You take action, move fast, and keep pushing forward. You lead with empathy, respect, and emotional intelligence.
• You collaborate effectively, fostering a culture of trust and constructive feedback. You understand the importance of teamwork and ensure that your actions build others up rather than break them down.
• You push yourself and others to be better. You embrace healthy conflict, knowing that great ideas and strong teams emerge from honest, constructive conversations.
• You believe that leaders create leaders and are committed to fostering a culture of growth, challenge, and continuous improvement.

Benefits

• FLAVOR PERKS: Unlimited paid time off for exempt employees One paid volunteer day of your choice Competitive bonus structure for eligible roles Team member stock purchase plan Health savings or flexible spending account options 401k – (dollar for dollar on the first 3% and then 50 cents on the dollar for the next 2% for team member contributions up to 5% of eligible compensation)
• Comprehensive medical, dental, and vision benefits Basic life and AD&D insurance provided Pet insurance Education Assistance Wellness reimbursement program Paid maternity and paternity leave
• Fun Is The Best Flavor Lunch provided every Tuesday and Thursday in office Discount on Wingstop gift cards
• Onsite game room