Senior Director, Digital, Loyalty & Off-Premise

Church's Texas Chicken

Employee Job Description

Job Title: Senior Director, Digital, Loyalty & Off-Premise

Reports To: VP Digital & Loyalty

Department: Marketing

Job Summary:

The Senior Director, Digital, Loyalty & Off-Premise will lead Church's digital guest experience and commercial growth across owned ordering channels, third-party delivery, catering and be the owner and champion for our Real Rewards loyalty program and all CRM initiatives. This role owns strategy, execution, performance, and profitability for digital direct and off-premise channels, partnering cross-functionally with Brand Marketing, Operations, IT, Finance, Legal, Supply Chain, Analytics, vendors, and franchise stakeholders to improve guest engagement, increase frequency and spend and grow profitable sales.

Key Duties/Responsibilities:

• Direct & Off-Premise Strategy: Own the overall strategy, performance and profitability for first- and third-party digital ordering, delivery and catering programs.
• Loyalty & CRM Strategy: Lead loyalty, CRM (email, SMS, Push), segmentation, lifecycle marketing, and customer journey strategies that grow Real Rewards member acquisition, activation, engagement, retention, and customer lifetime value. This leader will spearhead development of data-driven, audience-centric campaigns and automated journeys to make our guests' experiences as personalized and valuable as possible.
• Driving First-Party Ordering Growth: Lead the continued growth of direct online ordering sales through churchs.com and our native mobile apps, leveraging CRM, partnering with stakeholders that include brand, menu innovation, digital product management and menu management.
• Third-Party Marketplace Partner Management: Lead business and relationships with third-party delivery platforms (ex. DoorDash, UberEats, GrubHub, Favor, ezCater) to deliver great guest experiences, fuel discovery of our brand and optimize marketplace performance and profitability.
• Own and Grow Church's Catering: Lead the launch and growth of our catering program including go-to-market strategy (ex. lead acquisition, qualification, nurture); guide offer strategy, marketing and CRM campaign planning and partner w/ Operations & Training for smooth execution.
• Collaborate with Digital Experience team to ensure outbound CRM messaging connects with our website and native apps deliver seamless guest online order experiences.
• Data, Insights & Reporting: Partner closely with our Data & Analytics team to track and evaluate performance of all revenue channels, identify opportunities, and communicate clear recommendations to leadership and franchise stakeholders.
• Cross-Functional Partnerships & Communication: Collaborate with Brand, Menu, IT, Operations, Training, Legal, Finance, Corporate Communications and franchise stakeholders to ensure holistic awareness, support and compliance.
• Compliance, Fraud & Risk Management: Partner with IT, Legal and Digital Experience to maintain compliance (ex. guest data privacy, accessibility), mitigate fraud risks and other potential bad actors.

Position Requirements (Education, Qualifications, Experience):

• 7-12 years of digital leadership experience in QSR or Fast-Casual overseeing digital and off-premise commerce (including catering)
• Demonstrated expertise leading and managing loyalty programs and mulit-channel CRM programs; a digital marketing native that has worked with a CDP, enterprise CRM platforms and understands and can keep up with technical dependencies (APIs, webhooks) to execute data-driven personalization and messaging at scale.
• Direct experience managing external partners that includes loyalty (ex. Punchh, Thanx, Paytronix, etc), first-party ordering (ex. Olo) and third-party marketplaces (ex. DoorDash, UberEats, ezCater)
• Analytical leader with strong communication, problem-solving, project management, presentation, organization, and prioritization skills.
• Strong analytical skills (Excel required) and comfort with BI / reporting tools (e.g., Tableau, Power BI) to translate insights into action.
• Proven ability to lead, communicate, negotiate, and influence effectively across cross-functional teams and franchise stakeholders, with strong collaboration, change management, prioritization, and budget discipline.

Competencies:

• Critical Thinking - Defines and resolves a situation or problem by analyzing issues involved, weighing options, and evaluating alternatives; maintains objective attitude; approaches situations and problems systematically; uses observation, experience, reflection, and/or reasoning to drive business forward.
• Influencing Others - Convinces and persuades others in either positive or negative circumstances to accomplish goals and objectives; responds to objections successfully; uses tact when expressing ideas or opinions.
• Initiative - Takes action proactively; addresses issues or opportunities without supervision; focuses on desired results and accomplishments; demonstrates clear purpose, enthusiasm, and a "can-do" attitude.
• Innovative and Creative - Looks for ways to improve oneself, the job, the project, the system, and the organization; challenges conventional practices, generates new ideas to create novel solutions to problems.
• Managing Execution - Manages multiple projects and effectively prioritizes tasks and goals; uses goals to guide actions and create detailed action plans; organizes and schedules people and tasks; utilizes resources effectively to meet goals.
• Negotiating - Presents issues or ideas in a clear and influential manner; maintains an open-minded and non-judgmental attitude; listens to others' views and empathizes.
• Relationship Management - Initiates and develops relationships with others; demonstrates credibility; confronts conflict quickly and professionally; inspires confidence in others.

Physical Requirements:

Employees must be able to perform the essential functions of the position with or without reasonable accommodation.

Travel: Up to 10%

1. If you're hungry for a career that's fun, fast-paced and loaded with opportunity, then you've come to the right place. At Church''s, we're not your typical quick service restaurant. We make real comfort food that makes a difference in peoples' lives. And for over 60 years, our restaurant has been a place where hard-working people can get ahead and go on to do amazing things by serving others.

2. Church's Chicken is an equal employment opportunity employer and makes hiring and employment decisions without regard to race, color, religion sex, national origin, age, disability, genetic information or any other factor prohibited by applicable law.