TITLE: Loyalty Manager

FUNCTION: Marketing

REPORTS TO: Director Digital Marketing

SALARY GRADE: E-220

Summary Description:

The Loyalty Manager will be responsible for leading development, planning & execution of all loyalty program initiatives aimed at driving frequency, customer retention and lifetime value. This individual will play a critical role in evaluating and prioritizing new loyalty benefits and initiatives and defining business requirements and key metrics.

Specific Duties and Responsibilities:

• Lead strategic planning and execution of all loyalty initiatives.
• Develop, maintain, and execute omnichannel loyalty marketing strategies and campaign planning to drive member registration and engagement.
• Develop and execute incentive testing, segmentation, and reporting.
• Work with cross-functional teams to refine and optimize loyalty program based on customer insights, business needs, and analytics.
• Manage calendar of loyalty content, offers, events, and campaigns.
• Utilize data-driven insights to continually refine and optimize loyalty campaigns, closely monitoring KPIs to ensure maximum impact and ROI.
• Map and oversee execution of buyer journeys to help increase conversions.
• Develop and execute strategies for member-exclusive events, merchandise, content, livestreams, and giveaways.
• Ensure member experiences exceed expectations.
• Use member data to personalize communications.
• Ensure registration, renewal, and shopping experience exceed expectations.
• Treat coworkers and visitors equally without regard to race, age, creed, color, religion, gender, national origin, alienage, ancestry, citizenship status, sex, marital status, arrest record, gender identity, veteran status, disability or handicap, sexual orientation, genetic information, or any other characteristic protected by applicable federal, state or local laws.

Position Requirements:

• Bachelor's degree in Business Administration or equivalent experience
• 5 years experience in loyalty marketing for a direct-to-consumer business. CPG or luxury experience preferred.
• Strong analytical and quantitative skills
• Proficient with Microsoft Office Suite or related software
• Ability to think critically and use data insights to inform loyalty plans
• Strong project management skills
• Managing internal and external stakeholders
Ability to multitask

Core Competencies:

• Adaptability
• Communication
• Decision Making
• Planning & Organizing Work
• Commitment to Personal Learning/Knowledge Growth