VP, Customer Marketing & Media

About the Role

Key Responsibilities

• Oversee total enterprise media investment, strategy and execution to drive customer acquisition & retention, traffic, sales, and engagement.
• Ensure cross-functional alignment and optimize flighting and channel mix to drive growth and achieve critical business targets.
• Partner with Business Analytics, Finance and Brand Marketing to ensure spend is pacing to forecast and delivering on system and brand objectives.
• Partner with Field Marketing team to activate national and local sponsorships effectively.
• Develop organizational expertise around consumer segmentation and build multichannel audience strategies.
• Partner with Development and Operations teams to develop and execute marketing plans to support new store openings.
• Oversee key media agency and partner relationships, including Media AOR, AdTech, and sponsorships.
• Lead annual, quarterly and weekly planning processes, facilitating connectivity between channel teams, creative teams, and agencies to develop and execute effective 360 campaigns.
• Lead the vision, strategy, development, and execution of programs to increase transactions, ticket, restaurant, and Papa Johns profit using the Papa Rewards loyalty program.
• Determine reward strategy and execution enhancements, working closely with database marketing providers and internal teams.
• Identify and execute national digital promotional offer strategies and analyze their impact on transactions and customer loyalty.
• Leverage experience in developing, launching, and managing loyalty programs, integrating them with broader brand, media, digital, and CRM strategies.
• Collaborate with technology partners on program enhancements and integration within eCommerce experiences.
• Develop end-to-end customer lifecycle strategies to acquire, engage, and increase CLTV of Papa Johns customers.
• Lead owned channel/customer marketing/CRM initiatives through email, SMS, and push notifications.
• Partner with Field Marketing to identify local digital promotional strategies that increase eCommerce transactions and customer loyalty.
• Work cross-functionally to ensure strategic, collaborative, and timely execution of marketing programs.

Requirements

• Bachelor's degree required; MBA preferred.
• 15+ years proven experience leading customer and media strategy, including managing media, Loyalty and Rewards Programs in a high-volume eCommerce business.
• Experience selecting and managing outside marketing agencies, consultants, and vendors.
• Excellent presentation and communication skills.
• Franchise or multi-unit retail experience strongly preferred.
• Analytical skills to effectively use data to generate insights.
• Planning and prioritization skills to focus on high-impact, high-value initiatives.
• Financial and business acumen.
• Ability to communicate effectively and candidly.
• Problem-solving skills with the ability to develop innovative solutions.
• Process improvement mindset.
• Ability to build and leverage talent.
• Ability to work in a challenging, fast-paced environment and adapt to new situations.
• Effective communication, influence, and collaboration skills with senior leaders.
• Experience working cross-functionally on multiple initiatives.

Nice to Have

• Experience managing media, Loyalty and Rewards Programs in a high-volume eCommerce environment.
• Experience working with franchise or multi-unit retail businesses.

Qualifications

• Bachelor's degree; MBA preferred.
• 15+ years of relevant experience in customer and media strategy.

Benefits & Perks

• Not explicitly specified in the description.