Manager, Marketing Operations

About Inspire Brands:

Inspire Brands is disrupting the restaurant industry through digital transformation and operational efficiencies. The company's technology hub, Inspire Brands Hyderabad Support Center, India, will lead technology innovation and product development for the organization and its portfolio of distinct brands. The Inspire Brands Hyderabad Support Center will focus on developing new capabilities in data science, data analytics, eCommerce, automation, cloud computing, and information security to accelerate the company's business strategy. Inspire Brands Hyderabad Support Center will also host an innovation lab and collaborate with start-ups to develop solutions for productivity optimization, workforce management, loyalty management, payments systems, and more.

PURPOSE OF THE POSITION:

You'll lead the Campaign and Loyalty Operations functions responsible for the execution, governance, and optimization of customer marketing campaigns, loyalty programs, and offers across Inspire Brands. This role will own function delivery end to end capacity, SLAs, playbooks, and the working-level partnership with CRM, CRM IT, and Brand DGE teams. In this role, you'll bring strong hands-on expertise across the Loyalty, Offer, and Campaign lifecycles and leading marketing cloud platforms to ensure every campaign and offer goes out accurately, on time, and at scale, while providing insights and recommendations to continuously improve operational performance.

RESPONSIBILITIES:

• Lead the Campaign and Loyalty Operations functions across Inspire Brands, owning end-to-end delivery, team capacity, SLAs, and quality of execution for Arby's, Dunkin, Sonic, Buffalo Wild Wings, and Jimmy John's.
• Own the end-to-end Campaign Lifecycle - intake, briefing, audience segmentation, build, QA, deployment, and post-launch validation across email and push channels.
• Lead Loyalty Operations end to end, including program setup, member enrollment, tiers, earning and redemption rules, rewards, and member engagement initiatives.
• Own the Offer Lifecycle from offer request and configuration through eligibility and targeting, testing, activation, redemption monitoring, and expiry/deactivation, ensuring program integrity and offer accuracy.
• Be a power user of one or more marketing cloud platforms (Salesforce Marketing Cloud, Braze, MoEngage, CleverTap, or similar) and guide the team in building journeys, automations, triggered sends, and personalization at scale.
• Set and balance priorities across brands based on business impact, timelines, and team capacity, and make the go/no-go decision on high-visibility campaign and offer launches.
• Serve as the working-level operational partner for CRM, IT, and Brand teams, along with Loyalty, Product, Technology, Data, QA, and external vendors, driving alignment on requirements, schedules, dependencies, and launch readiness.
• Create and maintain playbooks, SOPs, workflows, and quality checks across Campaign and Loyalty Operations; decide and implement in-team process changes to improve accuracy, speed, and scalability.
• Own the responsibility of delivery and quality of delivery by setting up quality metrics, SLAs, and KPIs such as on-time delivery, first-time quality, deployment accuracy, and incident trends, and share actionable insights with leadership.
• Own first-line escalations, leading issue resolution, root cause analysis, and corrective actions for campaign, offer, and loyalty incidents.
• Support platform implementations, migrations, enhancements, and UAT in partnership with Product and Technology teams to ensure operational readiness.
• Offer expert advice and support on campaign, offer, and loyalty execution; complete (R2) reviews for high-visibility and ad hoc campaigns built by team members.
• Focus on identifying opportunities for process improvements, automation, and standardization, and promote knowledge sharing of best practices within the team.

EDUCATION QUALIFICATION:

• Required Minimum: Bachelor's degree

EXPERIENCE QUALIFICATION:

• 12+ years of experience in CRM, campaign and loyalty operations, including 6+ years managing teams
• 5+ years of hands-on experience with marketing cloud platforms such as Salesforce Marketing Cloud, Braze, MoEngage, or CleverTap, including journeys, automations, and triggered sends
• 5+ years of experience running Loyalty programs end to end, including offer setup, earn and burn rules, and reward fulfillment
• Strong working knowledge of SQL and segmentation logic for building audiences and validating data

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES:

• Strong end-to-end understanding of the Loyalty program, Offer Lifecycle, and Campaign Lifecycle.
• Hands-on Experience in one or more marketing cloud / customer engagement platforms (SFMC, Braze, MoEngage, CleverTap, or similar) preferred.
• Working knowledge of HTML for email, dynamic content, and personalization.
• Proficiency in SQL and Boolean logic expressions for building queries and segmentation.
• Experience setting up SLAs, quality metrics, playbooks, and governance for operations teams.
• Ability to prioritize across multiple brands and stakeholders and make sound launch decisions under pressure.
• Ability to interpret and explain complex information to a range of audiences and build consensus among different stakeholders.
• Strong quantitative, technical, analytical, problem-solving, writing and presentation skills.
• Ability to provide direction, coach, and mentor team members and build a high-performing team.
• Proficient in Excel and PowerPoint
• Excellent oral and written communication skills
• Detail-oriented and performance focused
• Ability to influence others.
• Ability to solve problems both independently and as part of a team through a structured approach.
• Personal integrity, humility, an appreciation for the power of true teamwork, and a sense of humor
• Passion for the restaurant industry and desire to train in our restaurants to learn operations. A strong desire to help shape the future at Inspire Brands
• Self-starter personality who can operate with minimal supervision.
• Availability to travel up to 25%