On-Site | Miami, FL The Head of Loyalty owns the loyalty program after launch: its economics, its roadmap, and its evolution into a product guests use every visit. You set the strategy that drives members to activate and come back; cross-functional partners in Lifecycle, Creative, Paid, and a field program manager execute against the briefs and targets you set. You own the number.
What You'll Do:
Own the loyalty P&L (earn rate, reward ladder, breakage, liability, giveback) and defend the economics to the CFO; own the member funnel end to end: sign-up, register capture, first redemption, ladder progression, reactivation. Define the program roadmap (tiers, status, gamified earning, partner and sponsored offers, stored value, referral), and set the capture-rate and growth targets the field program manager deploys against. Write the specs and own the loyalty backlog alongside the Connected Play engineering team; own the Punchh configuration and integration surface (POS/PixelPoint, app, web, in-venue screens, CRM, data warehouse); integrate loyalty identity into Connected Play so gameplay and social features earn against a single member profile. Set the member activation and retention strategy (segments, moments, offers, channels), and write the briefs (objective, audience, offer, trigger logic, success metric) that Lifecycle, Creative, and Paid execute against; run the loyalty campaign calendar with Lifecycle. Own the results: read performance, decide what changes, and re-brief. Execution quality is a partner conversation; outcomes are yours. Own loyalty reporting and measurement with the data team in Snowflake (member counts, capture rate, ladder completion, incremental visits and spend, reward cost per incremental visit), and design the tests that prove incrementality, killing rewards and campaigns that don't pay for themselves. What You'll Bring 8+ years in loyalty, CRM, or membership products, including one program taken from design through launch and post-launch optimization at multi-unit scale (restaurant, entertainment, retail, hospitality, or fitness).Hands-on experience with a loyalty platform such as Punchh, Paytronix, Thanx, or Talon. One, including POS integration and reward configuration: you've been in the admin console and on the vendor escalation call. Product management depth: PRDs, backlog ownership, sprint work with engineers, shipped guest-facing software, and comfort reading an API doc and a data model. Ownership of loyalty economics (reward cost, breakage, liability, incrementality), with the ability to build the model and present it to a CFO.Multi-unit experience running a program at the register in hundreds of locations, and proven ability to drive activation and retention through teams you don't manage, using strategy and brief quality (not headcount) as your levers. Analytical fluency in SQL or with data-warehouse analysts, able to design a clean incrementality test; direct, fast, hands-on, comfortable owning a number alone.
Preferred:
gamification/engagement-loop experience; exposure to stored value, wallets, or regulated gaming; experience migrating a program across brands. What You’ll GetAt Lucky Strike Entertainment, we’re committed to supporting your well being both on and off the job. Here’s a peek at some of the benefits available to our Corporate associates: Medical, Dental, Vision plans to select from based on your needs Wellness resources to help you along your wellness journey 401(k) Retirement Plans Employee Stock Purchase Program Employee Assistance Program (EAP) Vacation and Holidays Perks! Bowling, Boomer’s, and Waterpark discounts, Retail discounts, Event discounts and more!
