Welcome to Whataburger Careers!
Summary Description:
This position will be responsible for guiding the creation of the strategic roadmap for the loyalty and delivery programs, aiming to foster profitable and incremental customer engagement. This position will develop a cutting-edge CRM strategy, capabilities, and processes to execute personalized, customer-centric marketing campaigns across a variety of digital properties and touchpoints. Directs campaign and communication strategies for delivery programs, manages the execution and implementation of promotions, and collaborates with key partners throughout the organization to create tailored programs across E-Mail, Push, SMS, and Delivery.
Responsibilities:
- Manages the development and implementation of the digital customer experience (DXE) annual strategies and plans.
- Leads assigned technical and creative teams in managing and evolving user experience (UX), content, and performance of the company website and mobile app experience.
- Defines success for the digital channel, develops business cases, defines ongoing metrics, and communicates product strategy and progress to senior audiences.
- Delivers Omni-channel customer experience in coordination with third-party media buyers by partnering with Media and Advertising, IT, Brand Culture, and other delivery functions.
- Analyzes and assesses the effectiveness of the existing platforms/channels and current needs based on the growth of mobile, new technologies, and market competition.
- Integrates loyalty opportunities into business plans to expand guest engagement opportunities and achieves traffic and profitability targets.
- Establishes a multi-year prioritized road map to develop guest-facing channels to maximize guest experience/journey and in-restaurant/brand experience initiatives.
- Ensures that the customer journey is engaging, seamless across devices, and effective in translating touchpoints into an immersive experience resulting in transactions.
- Drives continuous analysis of the competitive landscape and consumer trends while also partnering with Guest Insights to understand customer’s needs in order to create personas, prototype products, and test ideas with existing and new customers.
- Leverages analytics to measure program performance, inform on program evolution, and discover new usage opportunities to achieve business objectives.
- Assumes additional responsibilities as assigned.
Education :
- Bachelor’s degree or any equivalent combination of educational and work experience required
- Master’s degree preferred
Experience:
- 5+ years’ experience in digital technology industries with retail, QSR and/or franchise experience
- 3+ years’ experience in a Digital Leadership role (Senior Manager or above)
- 7+ years’ experience as a digital marketing manager who leads the development of customer-facing technologies, loyalty and CRM solutions and brand engagement strategies within digital and e-commerce channels
Knowledge, SKILLS, AND ABILITIES:
- Ability to use concise, persuasive, and compelling storytelling when communicating internally and externally
- Demonstrated understanding of information architecture and design, software development cycle, UX development, responsiveness, and web analytics
- Demonstrated knowledge of various social media and digital platforms and the most effective strategies for engaging customers
- Proficiency in MS Office Word, Excel, Outlook, Power Point and Visio (as applicable)
- Proficiency in Workday (as applicable)
- Advanced ability to communicate, influence, and negotiate decisions while motivating staff
- Ability to develop and lead the execution of strategy into practical action
- Advanced ability to create and implement given strategic direction
- Ability to work in a team environment
Working Conditions/Travel Requirements:
- Expected to work the necessary time to satisfactorily fulfill job responsibilities
- Must be able to report to work timely and as required by operational/business needs
- Must be able to work a full-time schedule and work outside of normal business hours when necessary
- Some travel, both locally and long distances, (including air travel), to worksites, meeting sites, and other locations may be necessary
300 Concord Plaza Dr San Antonio TX 78216-6903