What are the responsibilities and job description for the Manager, Loyalty and Community position at Rhone?
Description
Who We Are
At Rhone, we cultivate a work culture that is empowering and rooted in our core values. We are gritty, approaching challenges with resilience and determination. We are responsible, holding ourselves accountable to each other and the work we do. We strive for excellence, pushing boundaries to deliver our best every day. We remain authentic, embracing honesty, humility, and individuality. And above all, we are team centered, knowing that true success comes from collaboration and shared purpose.
About The Role
Rhone is seeking a dynamic, strategic, and detail obsessed Manager, Loyalty & Community to join our Marketing and Customer Experience team in Stamford, CT. In this pivotal role, you will be the driving force behind Rhone Reserve, our invite only membership for the customers who love this brand most, as well as our verified professional Pro program.
Rhone Reserve is an elevated, club-like experience built on access, recognition, and belonging. We are looking for a Manager, Loyalty & Community to help us run it, grow it, and shape where it goes next. You will step into a role that blends hands on operational excellence with long term strategic vision. If you see customer retention as an exercise in brand building rather than simple couponing, and you are eager to grow your career by designing experiences that drive real lifetime value, this is your opportunity.
What You'll Do
We believe how we work is just as important as what we produce. Your key responsibilities are structured around our GREAT framework, integrating our core Pursuits into your everyday impact:
Gritty
We welcome diverse career paths and backgrounds. Whether the candidate has gained expertise at a DTC startup, a legacy retail brand, or a premium lifestyle company, we care most about the impact they have made.
Job Type: Full Time
Reports to: Director, Customer Experience
Location: Hybrid - Based in Stamford, CT
Our Commitment
Rhone Apparel, Inc is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, gender identity, age, national origin, disability, veteran status, or any other protected characteristic under applicable law. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status.
Who We Are
At Rhone, we cultivate a work culture that is empowering and rooted in our core values. We are gritty, approaching challenges with resilience and determination. We are responsible, holding ourselves accountable to each other and the work we do. We strive for excellence, pushing boundaries to deliver our best every day. We remain authentic, embracing honesty, humility, and individuality. And above all, we are team centered, knowing that true success comes from collaboration and shared purpose.
About The Role
Rhone is seeking a dynamic, strategic, and detail obsessed Manager, Loyalty & Community to join our Marketing and Customer Experience team in Stamford, CT. In this pivotal role, you will be the driving force behind Rhone Reserve, our invite only membership for the customers who love this brand most, as well as our verified professional Pro program.
Rhone Reserve is an elevated, club-like experience built on access, recognition, and belonging. We are looking for a Manager, Loyalty & Community to help us run it, grow it, and shape where it goes next. You will step into a role that blends hands on operational excellence with long term strategic vision. If you see customer retention as an exercise in brand building rather than simple couponing, and you are eager to grow your career by designing experiences that drive real lifetime value, this is your opportunity.
What You'll Do
We believe how we work is just as important as what we produce. Your key responsibilities are structured around our GREAT framework, integrating our core Pursuits into your everyday impact:
Gritty
- Drive and report the retention and customer lifetime value (LTV) metrics that matter: repeat rate, purchase frequency, and member incrementality.
- Push Forever Forward by designing and running data driven experiments across benefits, messaging, and member journeys to continuously improve engagement.
- Own the day to day operations of our verified professional and community membership programs, including the Pro program.
- Manage the end to end workflow for verification, program benefits, communications, and overall quality.
- Run and grow Rhone Reserve, protecting a premium experience across every touchpoint, from enrollment to renewal.
- Bring a compete to complete mindset to building clear documentation and shaping the tier architecture for Reserve's future public rollout.
- Own the member experience and relationships end to end, serving as the ultimate advocate for our community.
- Manage concierge quality, customer feedback loops, and program budgets.
- Hold a premium bar at every step, ensuring all perk and activation spend directly aligns with member impact.
- Rely on strength in numbers by partnering cross functionally with CRM, Ecommerce, Retail, and Brand Partnerships.
- Collaborate to design personalized member journeys, source unique perks, and build a program calendar that ladders up to key brand launches.
- First 30 Days: Immerse yourself in the Rhone brand. Dive into current Reserve and Pro program data, meet your cross functional partners, and map out the existing member journey and tech stack.
- First 60 Days: Take full operational ownership of day to day program management. Launch your first A/B test or engagement experiment, and begin identifying areas to streamline operations.
- First 90 Days: Present a strategic roadmap for program growth, including a robust member event calendar, optimized win back strategies, and actionable recommendations for Reserve's public rollout architecture.
We welcome diverse career paths and backgrounds. Whether the candidate has gained expertise at a DTC startup, a legacy retail brand, or a premium lifestyle company, we care most about the impact they have made.
- Experience: 5 years of experience in loyalty, retention, CRM, or community-focused roles. The ideal candidate has a track record of building or scaling customer programs and can demonstrate retention or advocacy results they have personally driven.
- Strategic Execution: A strong operator who is organized, detail-oriented, and comfortable owning execution independently while remaining eager to grow into broader strategic ownership.
- Cultural Alignment: Someone who values courage over comfort and brings fresh ideas to the table rather than relying on a single playbook from a past role.
- Technical Fluency: An analytical thinker who is highly comfortable leveraging data to inform decisions and resolve debates. The ideal candidate has hands-on experience with ecommerce, CRM, and CX platforms, with experience in Shopify, Klaviyo, Kustomer, and SheerID considered a major plus.
- Communication: A clear and empathetic communicator who can effectively align cross-functional teams, manage external partners, and connect with the brand’s most passionate loyalists.
- Competitive compensation
- Health, dental, vision, and ancillary benefits
- 401(k) with company incentive savings plan
- 10 company holidays annually
- Discretionary time off policy
- Career growth and advancement opportunities
- Clothing discount plus semi-annual gift card allotment
Job Type: Full Time
Reports to: Director, Customer Experience
Location: Hybrid - Based in Stamford, CT
Our Commitment
Rhone Apparel, Inc is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, gender identity, age, national origin, disability, veteran status, or any other protected characteristic under applicable law. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status.