Manager of Loyalty and Rewards Innovation

OVERVIEW:

Grubhub has bold plans to build a world class marketing organization to support its fast growth. The race for control of the $70B food delivery market in heating up, and Grubhub is winning by mastering customer insights, segmentation and lifecycle marketing.  We are looking for rock stars who have the execution and analytics skills to match their fearless appetite for speed and innovation.  One of the top strategic priorities for the company is a focus on CRM and Retention of our more than 7 million diners nationwide.

The Manager of Loyalty and Rewards Innovation is responsible for retaining and growing our huge base of existing customers.  This person will be the company-wide leader of all loyalty initiatives and a loyalty program expert.  She/he will assume ownership for all existing loyalty programs and develop the vision, strategy and oversee all execution to bring those ideas to life.  The loyalty initiatives will be grounded in proven data science and human loyalty psychology, although look and feel both non-traditional and innovative.  This leader will be able to seamlessly operate across both marketing and technology teams, with specific expertise in segmentation and mobile marketing.  

In addition to developing and scaling loyalty initiatives, this leader will create innovative types of rewards from restaurant partners or exclusive third party rewards the creation that delight our customers.  She/he will have previously built triggered 1:1 marketing campaigns based on predictive analytics and created innovative programs to leverage customer data and drive incremental orders.

The Manager of Loyalty and Rewards Innovation will also be responsible for segmentation of our best diners, incorporating food preferences and affinity modeling and connecting customer segmentation to restaurant segmentation.

The function needs to interact with all functions in the organization including but not limited to:

• Creative: Execution of promotional activities
• Finance: Financial analysis and concessions spend forecasting
• Technology: Product roadmap for new capabilities for retention
• Care Operations: Preparing customer service for upcoming events
• Database and Insights: For customer analysis and selection
• Email and Social: For deployment and dynamic campaign management

Responsibilities:

• Develop, implement, and manage programs to increase diner spend and life cycle retention
• Coordinate loyalty efforts across all channels and functional areas to integrate loyalty into all marketing programs; manage program to meet or exceed goals
• Oversee the analysis for all CRM marketing efforts and make recommendations on programs that best support the brand and provide acceptable ROI
• Act as key liaison in the development of programs that interact with loyalty team
• Initiate/execute and analyze all tests carried out in promotional activities to increase return on investment
• Analyze competitive marketplace and follow trends
• Communicate results to brand partners and Executive Leadership

Required Experience

• 5+ years experience in B2C with a focus on retention and loyalty
• Strong background and experience in CRM disciplines and digital marketing
• Significant project management experience
• Extensive knowledge of personalized marketing via online and offline channels
• Proven track record in business planning and financial forecasting
• Demonstrated leadership in providing technology and process change
• Must thrive in a fast paced environment
• Strategic, analytical and creative thinker
• Excellent written and verbal communication and presentation skills
• Retail/consumer products experience preferred
• An entrepreneurial mindset with the rigor and discipline to build the business and creative competencies that will allow us to stand out in the market
• Broad business acumen and strong grasp of business strategy and the ability to assess and analyze opportunities 

Education:

• Bachelors degree required with preferred concentration in either Finance, Marketing, or Business
• MBA preferred

Grubhub is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: DOL Poster. Grubhub is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.