Director, Digital & Loyalty Analytics

Job description

Director, Digital & Loyalty Analytics Job Purpose: The Director of Digital & Loyalty Analytics serves as the strategic analytics leader for Panera’s digital intelligence vertical. Sitting within the Business Analytics organization, you will lead the end-to-end analytics strategy powering Panera’s $B+ digital ecosystem—including the MyPanera Loyalty program, the Unlimited Sip Club, and our e-commerce platforms. This role serves as the primary strategic partner to Marketing, Digital, and CRM leadership, translating complex customer data into actionable growth strategies. The ideal candidate is a rare "hybrid" talent: a strategic commercial leader with executive-level communication skills who also possesses the technical depth to write SQL queries, interrogate raw datasets, and partner directly with data engineering teams. Location: Newton, MA (Hybrid – 3 days per week in-office) Key Responsibilities: Loyalty & CRM Strategic Leadership: Partner with Marketing, Digital, and CRM leaders to evaluate MyPanera performance, optimize campaign strategies, and identify high-value opportunities to drive guest frequency, retention, and lifetime value (CLV). Commercial & Financial Impact: Quantify the true financial incrementality of loyalty offers, promotional campaigns, and digital features, translating digital performance metrics into EBITDA impact and franchisee profitability. Hands-On Technical & Data Fluency: Serve as a bridge between business strategy and data engineering. Maintain hands-on capability in querying databases (SQL) to perform ad-hoc validation, build prototype datasets, and interrogate complex customer tables in modern cloud data warehouses. Experimentation & Incrementality Frameworks: Design and oversee a rigorous test-and-learn infrastructure for digital and loyalty initiatives (A/B testing, personalized offer design, multi-cell campaign evaluation) to ensure continuous optimization. Executive Communication & Storytelling: Synthesize complex behavioral datasets into clear, executive-ready presentations and narratives for senior leadership, distilling technical findings into strategic business recommendations. MarTech & Customer Data Stewardship: Collaborate with IT, Data Engineering, and Marketing Tech teams to optimize the customer data platform (CDP) and event-based tracking stacks, ensuring loyalty schemas are accurate, structured, and accessible for advanced analysis. Team Leadership & Mentorship: Direct and develop junior analytical talent, establishing high standards for data accuracy, technical methodology, and business impact. Qualifications: Experience: 8+ years of progressive experience in Data & Analytics, with a strong emphasis on Loyalty, CRM, or Digital E-Commerce (QSR, Retail, or Hospitality experience highly preferred). Technical & Querying Proficiency: Strong proficiency in SQL required; ability to independently query large-scale relational databases and perform hands-on data exploration. Domain Expertise: Deep knowledge of customer analytics frameworks, including Customer Lifetime Value (CLV), churn prediction, incrementality testing, customer segmentation, and lifecycle mapping. Strategic Communication: Exceptional written and verbal communication skills; proven ability to simplify complex analytical concepts for non-technical executive stakeholders. Business Acumen: Strong understanding of corporate finance, retail P&L drivers, and promotional unit economics. Education: Bachelor’s degree in a quantitative field (Industrial Engineering, Business Analytics, Statistics, Computer Science, Economics, or Finance) required. Direct Reports: Analyst / Senior Analyst, Digital & Loyalty Analytics Competitive Pay $177,243 - $202,056 annually Equal Opportunity Employer: Disabled/Veterans The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate. Newton Support Center