ESSENTIAL FUNCTIONS 

May perform any or all of the following duties: 

Digital & Customer Growth Strategy 

• Develop and execute the digital customer engagement strategy to drive growth across owned digital channels. 

• Create annual and long-range plans focused on digital sales, loyalty growth, app engagement, customer retention, and off-premise performance. 

• Identify new opportunities to enhance the customer experience through personalization, automation, and digital innovation. 

• Establish KPIs and performance measurement frameworks tied to customer acquisition, engagement, retention, and revenue growth. 

 

CRM, Loyalty & Lifecycle Marketing 

• Own the strategy, roadmap, and performance of CRM and loyalty programs. 

• Lead customer lifecycle marketing across email, SMS, push notifications, in-app messaging, and other owned communication channels. 

• Develop segmentation and personalization strategies that improve customer engagement, frequency, and lifetime value. 

• Partner with Analytics and Technology teams to leverage customer data for highly targeted marketing programs. 

• Drive growth in loyalty membership, active users, offer redemption, and customer retention. 

 

Owned Digital Channels 

• Own marketing and engagement strategies for Hardee's mobile app, website, digital ordering experience, and future owned digital platforms. 

• Partner with Digital Product and Technology teams to optimize customer journeys, improve conversion, drive SEO, and increase digital ordering adoption. 

• Develop integrated customer experiences across owned channels that support brand, product, and promotional initiatives. 

• Monitor customer feedback and digital experience metrics to identify opportunities for continuous improvement. 

 

Off-Premise & Third-Party Delivery Marketing 

• Lead marketing strategy and business growth initiatives for third-party delivery and other off-premise channels. 

• Manage relationships with marketplace partners including DoorDash, Uber Eats, Grubhub, and emerging platforms. 

• Develop promotional calendars, merchandising strategies, and marketing programs that increase visibility, order frequency, and incremental sales. 

• Analyze partner performance and identify opportunities to improve profitability, customer acquisition, and market share. 

• Partner with Operations and Revenue Management teams to optimize channel performance and guest experience. 

 

Cross-Functional Campaign Leadership 

• Partner with Brand Marketing teams to ensure digital and off-premise channels support major product launches and business priorities. 

• Collaborate with Media teams to align paid media, CRM, loyalty, and owned-channel activation strategies. 

• Ensure customer journeys are connected across paid, owned, and earned touchpoints. 

• Support integrated campaign planning by providing audience insights, customer segmentation, and channel expertise. 

 

Analytics & Performance Management 

• Establish reporting dashboards and performance reviews for owned channels, CRM programs, loyalty initiatives, and off-premise business. 

• Analyze customer behavior, campaign performance, and digital sales trends to identify growth opportunities. 

• Deliver actionable insights and recommendations to executive leadership and franchise stakeholders. 

• Foster a test-and-learn culture focused on optimization, innovation, and measurable business impact. 

 

Leadership & Team Development 

• Lead and develop a high-performing team of digital, CRM, and off-premise marketing professionals. 

• Manage agency, technology, and platform partner relationships. 

• Oversee budgets and investments across owned-channel marketing, CRM, loyalty, and delivery partnerships. 

• Build strong partnerships across Marketing, Operations, Technology, Finance, Analytics, and Franchise organizations. 

 

POSITION QUALIFICATIONS/CORE COMPETENCIES 

• Bachelor's degree in Marketing, Business, Communications, or related field. 

• 8+ years of experience in digital marketing, CRM, loyalty, customer engagement, eCommerce, or omnichannel marketing. 

• 3+ years of people leadership experience. 

• Proven success driving customer acquisition, retention, and loyalty through owned channels. 

• Experience managing CRM, customer lifecycle marketing, and marketing automation platforms. 

• Strong understanding of digital ordering ecosystems and customer engagement strategies. 

• Exceptional analytical, communication, and stakeholder management skills. 

• Experience within QSR, restaurant, retail, hospitality, franchise, or multi-unit consumer brands preferred.  

• Experience managing third-party delivery partnerships and marketing programs preferred. 

• Familiarity with customer data platforms (CDPs), loyalty platforms, and web/mobile app marketing preferred.  

• Experience partnering with paid media teams to create integrated customer journeys preferred. 

 

WORK ENVIRONMENT 

• Restaurant Support Center that operates in a fast-paced setting with a high volume of activity and a deadline-driven environment. The role follows a hybrid work model, requiring on-site presence in the office every Tuesday, Wednesday, and Thursday.  

 

PHYSICAL DEMANDS 

• Sitting for extended periods of time, using telephone, typing and/or operating a computer and/or mouse. 

 

THE COMPANY RETAINS THE RIGHT TO CHANGE OR ASSIGN OTHER DUTIES TO THIS POSITION AS DEEMED APPROPRIATE WITH OR WITHOUT NOTICE.