Sr. Manager, Gift Card Program

Subway•Miami, FL

1d•Onsite

About The Position

This customer-centric role is responsible for day-to-day operational administration & marketing planning of the gift card portfolio; helping to develop, implement, manage and monitor all aspects of the programs for the purpose of deepening customer loyalty and driving optimal business results for the company. This position will report directly to the Senior Director, Loyalty & Gift Cards.

Requirements

Bachelor’s degree, or equivalent
5 years+ of experience, proven in marketing and operations for nationally scaled gift card programs
Solid understanding of gift card financial mechanics and budget management
Experience with 3RD party / retail brokers / other external gift card partners
Project management, large-scale planning and ability to lead cross-functional projects are required
Critical thinker and sound decision maker that can also manage through crisis situations
Ability to collaborate and influence team members to get
Build solid relationships with internal business partners and external vendors

Nice To Haves

Restaurant and franchise experience are preferred
Passionate, customer-centric mentality that challenges the status quo to drive exceptional experiences for Members / Guests

Responsibilities

Responsible for the gift card annual budget and overall P&L
Build solid relationships internally with HQ stakeholders as well as franchisee community, along with external business partners such as 3rd party / retail brokers and other supporting vendors – such as online, B2B
Engage frequently with Ops / Training / Guest Care teams to ensure they are well-supported and properly apprised of all program activities that could impact their daily business through proactive communications
Manage all 3rd party marketing placement calendar and budget very tightly with a good understanding of ROIs and which programs should be repeated and which should not
Help define the gift card strategy and build out the plan to execute those initiatives to promote portfolio growth
Develop an annual calendar of promotions and marketing activities to help drive continued YOY program growth
Lead / project manage new initiatives to ensure they are delivered on time, on budget and within scope seamlessly
Take point on facilitating / coordinating teams to address any system issues that impede program performance and ensure they are resolved, and preventative measures are in place to remove likelihood of reoccurrence
Proactively review and understand key metrics / performance observed about the program and make recommendations for improvements
Help collect information to build executive recaps, periodic performance reviews and daily insights around program performance.
Continue to drive awareness of the business impact gift cards has to increase adoption / support by franchisee community and other internal stakeholders
Help implement Gift Card roadmap with all internal groups including definition/refinement of member benefits, technology requirements, and marketing communications
Manage vendor / partner relationships and contracts. Assist in periodically conducting assessments of capabilities to ensure ideal partner or platform are in place.
Leverage and maximize existing partnerships and/or add new to propel business growth
Assist in integrating gift card campaigns into the marketing calendar to drive sales.
Assist in validating and optimizing campaigns through test and learn methods.
Support monitoring program trends related to suspicious or fraudulent activity being done by employees or Member/Guests
Build and manage card production forecasts, always maintaining optimal levels and not-over producing that results in throw away product
Evaluate gift card designs and make recommendations on changes that are needed to attract new buyers of the product
Drive innovation of the program via internal and external partners by defining new features / capabilities that increase likelihood or purchases and / or redemptions
Point person for subject matter related questions, issues or assistance