CAREERS & JOBS (LOYALTY & CX)

The Cheesecake Factory is hiring: Director of Loyalty

Compensation Range

$180,000 – $205,000 / Year

Eligible for a hybrid work schedule split between home & office.

You may know us for our huge menu of delicious food…what you may not know is we have been recognized by Fortune Magazine as one of the “100 Best Companies to Work For®” since 2014.

The Director of Loyalty will oversee and manage all aspects of The Cheesecake Factory Rewards loyalty program. While this role will reside within the Marketing department, it will involve collaboration with cross-functional stakeholders, including the Data and Insights, Finance, IT, and Business Intelligence teams. This individual will have direct access to key executives to present and discuss loyalty performance, strategy updates, P&L standings, campaign execution, recommended adjustments when necessary, and current and future risk assessments. Additionally, this person will lead the Rewards team in executing all components of our loyalty program.

You’ll thrive in this position if you’re:

• A Natural People Leader: you are a leader and coach adept at providing others with a clear direction, helping them see through the weeds while inspiring, motivating, developing, and empowering them.
• A creative ideator: you have an uncanny ability to think outside-the-box; turning people and events into powerful stories that exemplify our unique and compelling brand through our Cheesecake Rewards program.
• Project planner: you elegantly use your project management toolbox to keep yourself organized, your campaigns moving forward, and the team informed.
• Relationship builder: you are a master at building genuine relationships with people at all levels inside and outside of an organization.
• Adaptable: you feel at home in a fast-paced environment and you’re able to change direction rapidly when priorities and deadlines shift.

Here’s more of what you’ll get to do:

Rewards Strategy

Rewards Program Governance:

• Build and direct the overall loyalty program strategy leveraging the unique strengths and resources of The Cheesecake Factory.
• Provide ongoing guidance, feedback, and risk/issue management from the different Rewards facets – including Marketing, Technology, and Operations.
• Develop and manage the budgets for the Rewards program in partnership with Finance. This budget includes both core program benefits, campaign spend, and technology platforms.

Program Performance and Insight:

• Drive Rewards to its key results (financial, loyalty, operational), by providing insights and recommendations to achieve the Rewards program goals on a weekly, monthly, and quarterly basis.

Strategic Projects and Planning:

• Identify, develop, and oversee plans for key research, technology initiatives, analytics efforts, and process improvements to meet the Rewards program growth objectives.

Oversight of Program and Campaign Execution

Planning for Rewards:

• Direct the development and execution of Rewards go-to-market & messaging strategy and campaign calendar to support both Rewards and company priorities.

Execution of Rewards:

• Oversee the development and deployment for each individual Rewards campaign in collaboration with Creative, Marketing, Technology and Restaurant Operations teams for successful setup and execution.

Future Planning for Rewards:

• Drive the continuous improvement of campaign development processes and the opportunities for innovation for the Rewards program and campaign experiences.

Communication and Reporting:

• Regularly present Rewards performance results against program metrics and progress to both working teams and executive leadership, including the C-Suite.

Digital Vision:

• Oversee the operations and innovation of both Rewards and non-Rewards digital properties (e.g., website and potential future app).
• Direct the supporting agencies in the development and maintenance of these properties

What we require:

• Bachelor’s degree in marketing, business or related field preferred.
• 5+ years of cross-functional leadership and management of a loyalty team.
• 10+ years of direct experience in CRM/loyalty program management within the retail or hospitality industry, with a proven track record of developing and managing high-performing loyalty programs.
• Strong analytical and critical thinking skills with the ability to analyze data and draw meaningful insights.
• General understanding of programs such as Tableau, Salesforce, and SessionM for analysis, reporting, and program execution.
• Strong technical acumen, able to troubleshoot integration logic, tagging / reporting issues, and collaborate directly with developers.
• Excellent project management and organizational skills with the ability to manage multiple projects simultaneously.
• Strong communication and interpersonal skills with the ability to effectively communicate with all levels of the organization.
• Experience with CRM systems and loyalty marketing platforms (e.g., SessionM, Punchh, Paytronix)
• Proficiency in data analysis tools (e.g., SQL, Excel, Tableau).

What we prefer:

• MBA in Marketing
• Past work experience with SFMC and SessionM.
• 10+ years with direct experience in CRM/ Loyalty directly in the restaurant industry.

What we offer:

• Eligible for annual bonus & stock award
• Vacation and sick time
• Medical, Dental & Vision
• 401K with company match
• Tuition reimbursement
• 25%-35% discount when dining as a guest
• Annual stipend for dining in our restaurants

About the Company:

Recognized as a Fortune 100 Best Companies to Work For® since 2014, The Cheesecake Factory Incorporated is a global $3.4 billion public company with 47,500 staff members across more than 300 casual dining restaurants, including The Cheesecake Factory, North Italia, Grand Lux Cafe and Fox Restaurant Concepts. Internationally, 30 The Cheesecake Factory restaurants operate under licensing agreements. Our Bakery division creates over 35,000 delicious cheesecakes per day and other baked products for our restaurants, international licensees, and third-party bakery customers.

We offer a people-centered culture and are committed to creating an inclusive workplace for all. We welcome applicants from a wide variety of identities, ideas, perspectives, and experiences, and encourage individuals from underrepresented backgrounds to apply.

#SoCheesecake #LifeAtCheesecake

The Cheesecake Factory Incorporated is an Equal Opportunity Employer and offers reasonable accommodations to job applicants with disabilities.

Source: Cheesecake Factory