Sr Manager, Loyalty

Come join the Tillamook Team, one of the fastest-growing dairy brands in the US, where we Play to Win to create over 200 dairy products in 7 different categories: cheese, ice cream, yogurt, sour cream, butter, cream cheese and frozen meals. Our Uncompromising Quality has led us to become the #1 Cheddar, #2 Cream Cheese and #3 Family Size Ice Cream brand, but we’re not stopping there. We’re loading up for our best years to come and want you to join us. 

As a farmer-owned cooperative since 1909, we know that being Good Stewards for our stakeholders and doing a little extra always pays off. We’re looking for team members with a One Team and Genuine Care mindset who are inspired to share the delight of the Tillamook brand with each other and others every day. 

What you will do:

As a critical leader on the Tillamook brand marketing team, the Senior Manager, Loyalty will drive consumer retention and engagement for our beloved brand. This newly created role is responsible for leading our loyalty marketing strategy and ongoing quest of building and growing the most loyal fanbase in the market. The ideal candidate for this role is a passionate, results-driven leader, with a strong background in Loyalty Marketing and an acute understanding of the ever-evolving landscape of consumer behavior. In this role, you will build a new, innovative loyalty discipline within Tillamook Marketing that will have direct and positive impact on Brand Health Metrics including Trust, Recommend and Repeat Rate. The Sr. Manager, Loyalty will establish, lead, and refine our strategic vision for how we connect and build mutually beneficial relationships and offerings to deepen loyalty with our consumers.  The role will pay close attention to and champion the voice of the consumer to aid in building Tillamook Superfans.  The Sr. Manager, Loyalty will also create and contribute to a culture of continuous improvement, testing, learning, and refining strategies, programs and plans to continuously surpass the needs and expectations of our consumers.

This role will manage our Consumer Relations Team which, through the team's actions, aspires to have consumers become even bigger fans than they were before connecting with them. Additionally, the role will lead our Email and CRM teams, and partner directly with our Direct Commerce, Social and Paid Media teams to form the backbone of our loyalty strategy.

Here’s a day in the life:

• Drive the vision, develop, optimize, and gain alignment for the Tillamook consumer loyalty strategy, delivering on high-level marketing goals and company objectives. Collaborate with channel teams, DTC, partner agencies, and senior marketing leadership in the development of annual loyalty and channel strategies and/or programs supporting consumer retention, building consumer trust, recommend and repeat rate. Serve as the product owner for loyalty programs. Develop and manage annual and long-term loyalty roadmap.  Manage annual email, CRM and loyalty budgets. 
• Recruit and retain consumers by developing long-term, mutually beneficial relationships, programs and offerings.  Lead the evolution of consumer benefits and product features in support of increasing consumer loyalty.
• Partner across marketing channels and DTC to develop programs, enhance relationships across the consumer journey and build the Tillamook loyalty strategy. 
• Partner across marketing to develop and support integrated marketing campaigns. Seek opportunities to engage & rewards consumers and capture consumer data. 
• Partner with digital and marketing innovations on integrated martech solutions that help us collect 1st party consumer data and have a holistic view of the consumer journey in order to better understand, engage and retain or consumers and increase their loyalty to the brand through buying more of our products, more often.  Leverage technology and data to continue to test and refine loyalty offerings. 
• Foster data-driven decision making by leveraging and sharing data from loyalty programs and initiatives.  Partner with Consumer Insights Team to continuously grow our knowledge around super consumers, how they behave, how to reach & connect with them and how to recruit and grow more fans to be like them. 
• Manage agency partnerships. Explore and execute new agency partnerships as necessary to support loyalty strategy and goals. Manage and negotiate agency contracts, SOW’s and budgets. 
• Supervise, lead and develop direct reports.  Inspire and support direct reports in expanding their professional and leadership skillsets. Lead our Consumer Relations department, Email and CRM Teams. Integrate and connect efforts from these teams to larger loyalty strategy, goals and initiatives and to the goals of the marketing department at large.
• Stay current of insights, trends, behaviors, and market conditions that are impacting and could impact our consumer.  Leverage this information to optimize loyalty strategies and tactics.

Knowledge, skills, and abilities:

• Bachelor’s degree in marketing, communications, or related field.
• 7 years prior experience successfully developing and executing loyalty marketing strategy for a brand.
• 3 years’ experience in a leadership role with at least 2 years’ experience supervising direct reports.
• Demonstrated success leading and executing loyalty marketing programs. Experience with DTC/eCommerce based loyalty programs a plus. 
• Experience leveraging consumer insights and analytics to drive strategy, plans and make data-backed decisions.
• Previous experience in food industry marketing a plus. 
• Occasional night or weekend work. Occasional travel every 1-2 months.
• Current knowledge and understanding of loyalty marketing fundamentals and landscape.
• Knowledge and practical application of consumer analytics platforms and consumer insights in developing consumer loyalty strategies. 
• Knowledge of and experienced working with Consumer Data Platforms (CDP).
• Establish and maintain positive relationships with employees, supervisors and the general public; act as a team player while collaborating with diverse skillsets across multiple departments.
• Leadership and passion for strategic planning, evolving processes, team building, and continuously improving skillsets.
• Outstanding verbal and written communication skills, including listening skills.
• Demonstrated attention to detail and accuracy.
• Knowledge of conflict resolution best practices and keen ability to creatively problem-solve.
• Work under pressure, meet deadlines, and be flexible in working on multiple projects simultaneously with little supervision.
• Overall comfort with computer systems is a must, including advanced skills in Microsoft programs including Outlook, Word, Excel, and PowerPoint. Knowledge of Google Analytics, Email Service Providers, search optimization tools, content management systems, social monitoring tools, blog platforms, etc. is a plus.

Industry leading benefit and reward programs:

We offer outstanding benefits to our employees. For more information, please visit the careers page: www.tillamook.com/careers.

We are committed to creating a culture of inclusion where all employees are heard, valued and feel a sense of belonging.  We rely on different perspectives, thoughts, backgrounds and cultures to inform our work, to help us be better as a brand and as an employer and to fuel our success.  We are seeking talent from a wide range of diversity, perspectives, and backgrounds to join our exceptional organization and help us build our future.   

 

Tillamook County Creamery Association (TCCA) is a Drug-Free Workplace.   EEO

TCCA prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability status (including those related to pregnancy and childbirth), protected veteran status, membership/non-membership in a labor organization, or any other characteristic protected by law.

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