Digital Product Coordinator - CRM
About The Position
As a Digital Product Coordinator - CRM at Culver Franchising System, you will provide escalated support and help improve the digital experience for Culver’s guests, Owner/Operators, and their teams. You will coordinate and execute CRM email and SMS campaigns, support access and administration for digital platforms, and work with internal teams, Owner/Operators, guests, and external partners to help keep programs and platforms accurate, accessible, and continuously improving. The role includes supporting guests and franchises with digital experience concerns; coordinating, testing, measuring, and reporting on CRM campaigns; helping administer and optimize the Guest Loyalty program; and managing user access, permissions, documentation, and support resources for digital platforms. The position is full-time, hourly and non-exempt. It offers a hybrid work model, flexible work hours, and an incentive bonus based on business results and individual success. The Support Center is in Prairie du Sac, Wisconsin.
Requirements
- Associate degree in Marketing or a related field.
- At least 3 years of experience assisting customers with digital products, including applications, websites, and other tools, ideally in a franchised organization; an equivalent combination of education and experience is also accepted.
- Experience and working familiarity with basic database structures and flows.
- Demonstrated exceptional attention to detail.
- Proficiency with Microsoft Office tools.
Nice To Haves
- Experience supporting CRM, loyalty, ecommerce, digital marketing, or related digital products.
- Demonstrated success working with and learning software platforms, including ESP/Engagement, CRM, and Loyalty platforms.
- Working knowledge of engagement and loyalty software such as Iterable, Braze, or Punchh/PAR Engagement.
Responsibilities
- Respond to escalated requests related to Customer Loyalty, guest account information, and other digital experience programs.
- Develop expertise in the digital user experience and provide insights and advisement to guests and Owner/Operators.
- Track, prioritize, and coordinate resolution of reported assistance needs on digital platforms and products.
- Monitor user feedback and questions to identify trends and inform future enhancements.
- Escalate technical or operational issues as appropriate.
- Assist with CRM campaign planning, execution, measurement, and reporting.
- Help ensure email, push, and SMS campaigns are executed accurately and consistently across guest touchpoints.
- Review campaign results for opportunities to improve timing, relevance, targeting, frequency, performance, and channel effectiveness.
- Support testing and experimentation, including A/B testing and offer evaluations.
- Review, test, and document digital guest journeys, campaigns, offers, rewards, and guest-facing experiences to identify gaps, inconsistencies, quality issues, friction, and usability improvements.
- Assist with daily administration of the Guest Loyalty program, including member communications, issue tracking, campaign execution, performance reporting, and program documentation.
- Help ensure loyalty campaigns and offers launch accurately and on time across applicable digital channels and platforms.
- Assist loyalty program members with enrollment, participation, rewards, offers, account access, and redemption questions.
- Help Owner/Operators and restaurant teams understand, promote, and leverage loyalty and other digital programs.
- Support day-to-day user access for loyalty, ecommerce, content management, delivery, and other guest-facing digital platforms.
- Manage permissions, configuration requests, and platform documentation according to established procedures.
- Develop, maintain, and follow SOPs for platform administration, issue resolution, and change management.
- Gather platform-user feedback and identify improvements to documentation and operational processes.
- Maintain accurate user role records, documentation, FAQs, and support resources for internal teams, Owner/Operators, and users.
Benefits
- Incentive bonus based on business results and individual success.
- Flexible work hours.
- Hybrid work model.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
