Loyalty Specialist

Position Summary

The Loyalty Specialist is responsible for supporting the day-to-day execution and operations of loyalty programs across Papa Murphy's and the broader BBQ Holdings portfolio (including Famous Dave's, Granite City, and others). This role ensures that rewards, promotions, and program functionalities are executed accurately and consistently across all guest touchpoints—supporting program integrity, operational excellence, and a seamless customer experience. Working under guidance of the Director of CRM & Lifecycle Marketing, this individual will contribute to the development of loyalty strategy, assist with campaign planning, coordinate program updates, and lead tracking performance to support long-term guest value across multiple brands and channels.

Responsibilities

• Own day-to-day loyalty program operations: managing reward configurations and testing, brand initiated promotions, and providing themselves as a resource for internal stakeholders.
• Ensure smooth functionality across web, app, POS, and in-store systems.
• Monitor loyalty program KPIs and guest engagement; maintain and share regular performance reporting.
• Troubleshoot basic issues: flag and help resolve technical issues by coordinating with guest services, operations, franchisees, and tech vendor teams.
• Collaborate with the Director to optimize segmentation, innovate new campaigns supporting brand priorities, and continuously improve program performance.
• Maintain documentation, training support, and execution guidelines for internal teams and franchisees.

Knowledge, Skills, & Abilities

• 2-3 years of experience in supporting loyalty programs, specifically working in Punchh or Paytronix with experience leading campaign configuration.
• Strong organizational and project management skills with attention to detail and execution.
• Working knowledge of loyalty analytics and reporting tools.
• Excellent communication skills and a collaborative mindset.
• Ability to work cross-functionally with digital, tech, analytics, operations, and external vendors.

Preferred Qualifications

• Hands-on experience working with the Punchh loyalty platform (setup, QA, reporting, or offer execution).
• Familiarity with digital ordering and POS ecosystems.
• Experience supporting franchisee systems or multi-brand organizations.