Specialist, Franchise Loyalty & CRM

SpartanNash•Wauwatosa, WI

3d•Hybrid

About The Position

As a member of the C&S Wholesale Grocers family of companies, SpartanNash is a food solutions company that delivers the ingredients for a better life. A distributor, wholesaler and retailer with a global supply chain network, SpartanNash distributes grocery and household goods, including fresh produce and the Our Family® portfolio of products, to locations in all 50 states. Our braggingly happy team members — ranging from bakery managers to order selectors; from IT developers to vice presidents of finance; from HR Business Partners to export specialists — create braggingly happy customers spanning national accounts, independent and chain grocers, e-commerce retailers, U.S. military commissaries and exchanges, and the Company’s own brick-and-mortar grocery stores, pharmacies and fuel centers. Ready to contribute to the success of our food solutions company? Apply now! Job Purpose: The Specialist, Franchise Loyalty & CRM serves as the primary loyalty and customer engagement resource for Piggly Wiggly franchise owners, store leaders, and shoppers across Wisconsin and Illinois. This role supports stores in building stronger customer relationships and driving loyalty program adoption through the Pig Points! rewards program. This is a hybrid role based in Sheboygan, WI. The Specialist, Franchise Loyalty & CRM is responsible for the administration, execution, and performance of the organization's franchise loyalty and customer relationship management (CRM) programs. This role leverages customer data, loyalty marketing, digital communications, and promotional analytics to drive customer acquisition, retention, engagement, and sales growth across franchise locations. The position serves as a key liaison between stores, vendors, and internal stakeholders to deliver consistent customer experience, optimize program performance, and provide actionable insights that support business objectives.

Requirements

Bachelor's degree (required) in Advertising, Communications, Business Administration or related area or equivalent combination of education and experience.
Minimum of 3+ years of job experience in Marketing, Advertising, or related area.
Experience with Marketing software and tools required.
Strong written and verbal communication skills.
Ability to work collaboratively with internal associates, including management and external customers.
General knowledge of marketing strategies and basic analytical skills.
Proficient computer skills including Microsoft Office (Word and Excel) required.
Ability to travel up to 15% based upon department and customer needs.
Must have attention to detail and effective planning, organization, prioritization and project/time management skills to meet deadline driven timelines.

Nice To Haves

Loyalty and CRM marketing
Shopper marketing and customer retention strategies
Customer segmentation and lifecycle marketing
Digital coupon management
Marketing analytics and reporting
Email and SMS marketing platforms
Customer data privacy and compliance
Retail and grocery marketing operations
Microsoft Excel and business reporting tools
Data analysis and interpretation
Advanced Excel and reporting
Campaign execution and quality assurance
Customer segmentation and targeting
Written communication and content development
Project and calendar management
Problem solving and troubleshooting
Store and stakeholder relationship management
Presentation and training skills

Responsibilities

Manage and optimize the franchise loyalty program, including promotional strategies, rewards, member engagement initiatives, program enhancements, and ongoing performance monitoring.
Develop, execute, and maintain loyalty promotions, digital coupons, targeted offers, and incentive programs that support merchandising, marketing, and business objectives.
Manage customer communications across email, SMS, mobile app, push notifications, and automated lifecycle campaigns, utilizing segmentation and personalization strategies to drive engagement and retention.
Analyze customer, promotional, and loyalty performance data; develop recurring reports and dashboards; and provide actionable recommendations that improve program effectiveness, customer retention, and sales performance.
Maintain the accuracy, integrity, and security of loyalty member and customer databases, ensuring compliance with applicable privacy regulations and company policies.
Serve as the primary loyalty and CRM resource for store leadership by supporting promotional initiatives, providing training and guidance, resolving program issues, and delivering location-specific performance insights.
Partner with marketing, merchandising, operations, IT, finance, HR, ecommerce, and external vendors to ensure loyalty initiatives are effectively integrated across all customer touchpoints.
Identify opportunities to enhance customer engagement, improve loyalty program adoption, and increase member value through testing, segmentation, personalization, and continuous program improvement.
Monitor loyalty, CRM, retail, and digital marketing trends and recommend new programs, technologies, and best practices that strengthen customer loyalty and business performance.