Technical 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 the 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 track program performance to support long-term guest value across multiple brands and channels. In addition, this role will own day-to-day loyalty program operations: managing reward configurations and testing, brand-initiated promotions, and serving as a subject matter expert across the end-to-end loyalty product, including functionality, integrations, and the guest and operator experience, for internal stakeholders, franchisees, and operators. This role is well suited for someone who enjoys understanding how systems work, investigating technical challenges, and developing practical solutions that bridge business and technical needs. Ensuring smooth functionality across web, app, POS, and in-store systems.

• Monitoring loyalty program KPIs and guest engagement; maintaining and sharing regular performance reporting.
• Troubleshooting basic issues: Flagging and helping 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.
• Maintaining documentation, training support, and execution guidelines for internal teams and franchisees. Ensuring smooth functionality and integration across web, app, POS, and in-store systems.
• Monitoring loyalty program KPIs and guest engagement; maintaining and sharing regular performance reporting.
• Troubleshooting and helping resolve loyalty and technical issues by coordinating with guest services, operations, franchisees, and technology vendors.
• Collaborating with the Director to optimize segmentation, innovate new campaigns supporting brand priorities, and continuously improve program performance.
• Maintaining documentation, training support, and execution guidelines for internal teams and franchisees.
• Assisting as needed with POS support and solutioning, partnering with franchisees, internal teams, and loyalty/POS platform providers to troubleshoot issues and identify practical solutions.
• Supporting technical solutioning and loyalty integrations across POS, web, app, and third-party platforms, including investigating system behavior, data flows, APIs, and integration requirements; helping design and test technical solutions; and translating technical concepts and requirements into clear, actionable guidance for franchisees, operators, and business stakeholders.

KNOWLEDGE, SKILLS, & ABILITIES:

• 2-3 years of experience in supporting loyalty programs, specifically working in Punchh or Paytronix with experience leading campaign configuration
• Strong technical aptitude and curiosity, with experience troubleshooting systems, supporting integrations, and translating technical concepts for non-technical stakeholders.
• 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.

PHYSICAL AND MENTAL REQUIREMENTS:

When performing the duties of this job, the employee is frequently required to move throughout the workplace; sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance, stoop, kneel and verbally communicate. The employee is occasionally required to lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.