Hard Rock International

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Customer Loyalty Manager

Customer Loyalty Manager

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The Manager of Customer Loyalty will play a key role in the development of the strategy, direction, and day to day management of the Cafe’s customer relationship management (CRM) and loyalty program (Hard Rock Rewards) designed to drive system traffic, revenue generation and growth for the global portfolio of Hard Rock Cafes. This position will be responsible for working with a cross functional team encompassing Cafe Sales & Marketing, Operations, Training, IT, and Finance. The Manager of Customer Loyalty will be responsible for managing the company's interaction with current and potential customers. He/she will use data analysis about our customers' purchase history to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.


  • Lead strategy and implementation of database marketing (both local and global) programs to drive enhanced revenue from existing customer base and validate proper execution of database marketing campaigns across multi-channel environment
  • Develop creative programs and activations that meet the core objectives of the Hard Rock Rewards loyalty program: attracting new Hard Rock Rewards members, driving more activity from existing customers, keeping members active and engaged, and ensuring our best customers are incented to keep their business with us
  • Create and refine customer segments for promotions and campaigns based on evaluation of key metrics including conversion, retention, cross-sell and ROI
  • Develop reporting and metrics to understand overall customer retention and repeat behavior across key segments and monitor loyalty success at program, customer segment and campaign level
  • Coordinate with Digital Product Management team to provide business requirements and deliver projects on time and on schedule across all channels
  • Partner with Operations and Marketing teams to develop and optimize customer offer calendar, and optimize communication of offers through all channels
  • Develop and optimize acquisition efforts, including in-store and partnerships, but also via cross-channel promotions, paid media, promotional offers, campaign integration etc.
  • Review and proofread all Cafe email campaigns to local databases to include proper promotional copy, rules and restrictions, legal review, and only approved graphics
  • Work with outside technology and service providers for campaign management and email servicing
  • Support and train Cafe teams and monitor reviews through company’s online review aggregator tool, Review Pro
  • Monitor/respond to online comments and reviews for Cafes to enhance guest experience and improve online ratings
  • Partner with Cafe Operations to monitor the customer experience through Service Management Group (SMG) on check survey guest feedback and coach Cafes with actionable insights to improve the real-time impact on the business


The Manager of Customer Loyalty must be a self-starter, creative thinker with the ability to multi-task effectively and prioritize accordingly. He/she is the subject-matter expert and will have intimate familiarity with customer experience and loyalty initiatives. Additionally, he/she should possess:

  • 3-5 years of relevant marketing experience, including 2+ years managing components of a loyalty program
  • Bachelors degree in Business, Marketing, Information Science, Math, or Computer Science
  • Experience with data extraction and analysis, metric development, trend and correlation analysis
  • Experience in creating, testing, and measuring retention strategies to drive incremental sales and optimized ROI
  • Technically proficient and knowledgeable in software that gathers customer information and feeds database solutions that drives and supports CRM strategies
  • A proactive approach to connecting with customers to gain an understanding of their needs and ensure they understand and realize the full value of our offerings
  • Ability to manage multiple projects, work independently, set priorities, and meet deadlines.
  • Proficient with Microsoft Excel, Word and PowerPoint
  • Excellent verbal and written communication skills necessary to effectively present, explain, negotiate and monitor projects and tasks
  • Highly regiment and detail oriented with excellent organizational and project management skills
  • Able to perform independently and as part of the team; be both hands-on and a high-level strategic thinker