Overview

Join our team as the new Director of Customer Retention & Loyalty Marketing! You will provide expertise, vision, and leadership to define and implement the Road Runner Sports customer retention marketing strategy, in order to successfully build profitable, long-term customer relationships across all channels. This role will develop and nurture strong connections with our most valued and loyal customers. The right candidate will be acutely focused on maintaining and fostering our customer relationships and will build deeper consumer connections to the Road Runner Sports Brand, while acting as a strong advocate and voice of the customer within our organization. This role will be vital to driving increased revenue and engagement from the VIP membership base. They will accomplish this through varied strategies, grounded in fact-based decision-making and elevated with Brand loyalty.

At Road Runner Sports, we pride ourselves on our entrepreneurial spirit and continue to do things differently. To excel in this role, you will be agile and adaptable to the ever-changing needs of our business. This role requires a creative, data-driven decision maker and planner, who thrives on working cross-functionally with executive, business, and marketing teams in a multi-channel retail environment, as well as with external vendors and partners.

Responsibilities

What you'll get to do:

• Lead the Retention & Loyalty Marketing team, E-mail team, and efforts to identify, evaluate, and prioritize potential strategic growth opportunities in customer database by retaining existing Road Runner Sports VIP Program Members and attracting new members.
• Define and manage the Road Runner Sports VIP Program offer(s), including program structure, roadmap, benefits, program offer expense management, as well as implementing and managing the data architecture systems needed to support long-term goals.
• Develop industry-leading personalized customer journeys at all stages of the customer lifecycle to deepen the relationship with Road Runner Sports VIP Members, including customer needs, messaging strategy, offer strategy, and engagement timing.
• Set and achieve customer lifetime value goals to drive increased frequency, AOV, retention, and multi-channel buyers.
• Lead initiatives that drive revenue in both brick and mortar retail environments as well as e-commerce platforms, and own responsibility for lifecycle segmentation, channel optimization, a/b testing, and partnership strategies.
• Cultivate and advance the level of internal talent, and develops a high-performing, collaborative team of marketers across brand, performance, communications and social, content, product marketing, and new customer generation.
• Responsible for customer-centric and data-driven strategies, building and implementing plans to ensure success of lifecycle strategies, including paid, owned and earned marketing channels and customer touchpoints (in-store and online). Create continuous improvements for all key customer metrics: customer retention, acquisition, conversion, cross sell, customer migration, lifetime value – gross and net (ROI), enhanced value to program (benefits).
• Align all customer touch points with targeted creative communications developed and produced to match our defined customer segments and meet the specific campaign objectives.
• Work cross-functionally with eCommerce, e-mail/SMS, performance marketing, social media and retail teams to create marketing campaigns that drive incremental engagement, revenue and appeal to every Road Runner Sports customer.
• Enhance all retention programs and develop predictive analytics models - by segment - that will determine who to contact, by what channel and with what offer that will drive retention and growth.
• Lead new-offer development and existing program evolution in order to create go-to-market assets and toolkits to be used across the organization.
• Partner with Brand Marketing, Insights, Analytics, and Merchandising teams to analyze business and marketing data in order to identify key drivers, tactics and associated dependencies for driving conversion, retention, and cross-selling.
• Drive continued innovation in evolving marketing programs that most effectively engage the VIP Membership and drive value.
• Maintain, analyze, produce, and communicate to management, third parties, and partners the progress, opportunities and results of all retention and loyalty initiatives.
• Prepare annual budgets for programs assigned and manage expenses in accordance with established budget, while maximizing profitability. 
• Some travel will be required.

Are you ready to RUN with us? Let’s see if you have what it takes:

• Four-year college degree in Marketing and/or Business Administration preferred
• Five years of progressively increased responsibility in CRM, CDP, database and loyalty/lifecycle marketing using lifecycle methodology, analytics and data-driven insights with customer profiles/segmentation, customer database mining, predictive modeling and sales analysis.
• Advanced background in loyalty and lifecycle marketing required, as is experience with growing house file and lifetime value through acquisition, retention, frequency and AOV focused campaigns. Loyalty program experience required.
• Experience with store training, signage, technical development, financial planning, vendor coordination, and strategy development in addition to the overall communication plan is required.
• Excellent analytical and statistical skills are required as well as verbal presentation and written communication skills. 
• Related experience in a retail organization is required. 
• Five years’ experience in a supervisory or managerial role required. 
• Excellent skills in Microsoft Office Suite and related applications. An equivalent combination of education and related experience can substitute for a degree.

Qualifications

Your Rewards:

• Earn competitive pay!
• Enjoy employee pricing on all your favorite gear, shoes, and accessories.
• Take advantage of paid race entries so you can get moving and have fun.
• Extensive benefits package including vacation, sick time, medical, dental, and 401k. Even pet insurance!

To ensure your application is received as timely as possible, we encourage you to apply directly onto our Road Runner Sports Career page.

As you apply directly on our site, we will be reaching out to you within the next 10 days should your experience and qualifications meet our requirements for this position.

Road Runner Sports is committed to a diverse and inclusive workplace. Road Runner Sports is an e-verify organization and an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Compensation Min

Compensation Max