Loyalty Manager
THE OPPORTUNITY
We are looking for a highly motivated Loyalty Manager who would be reporting directly to the CMO. You will play a critical role in gathering insights about our brands, our customers and our industry that will set the foundations to build a unique and innovative loyalty program. We are looking for a candidate with a strong background both within an elaborated loyalty program and customer research/customers analytics experience. In this position, you will lead our loyalty and rewards platform that will improve our brands preference while driving additional revenues.
ROLE RESPONSIBILITIES
Design and implement a strategy for a cohesive loyalty program, both short and long-term to maximize customer lifetime value, and improve RFM metrics (recency, frequency and monetary).
Create lead and execute a loyalty playbook.
Drive the creation, development and implementation of innovative loyalty initiatives to improve
customer experience and customer retention across multiples touchpoints (marketing properties,
ecommerce, CRM, Mobile, Social, Partners).
Develop and execute strategies that extend customer lifetime value, enhance the consumer experience, and provide significant value to both consumers and the business.
Expand the reach / value of the program to drive ongoing customer acquisition, encourage active
program participation and encourage lapsed members to re-engage.
Ongoing optimization and evolution of the loyalty program based in evolving business needs, customer
segmentation, campaigns and product offerings CRM and insights.
ROLE RESPONSIBILITIES
Leverage customer insights mechanisms to fine-tune the loyalty program that enhance and optimizes the customer experience.
Establish strong relationships cross-functionally across marketing, operations, finance and merchandising to deliver insight and analytics to drive forward the program.
Scope and conduct analysis to extract insights that inform and drive key strategic priorities using various data sources.
Create compelling reports, presentations to educate internal and external stakeholders.
WHO YOU ARE
Experience leading the development, implementation and execution of complex loyalty programs.
Skilled in understanding and analyzing customer loyalty and program usage.
Experience with third party vendor management and outside agency relationships.
Must be a strong collaborator who can work effectively with key cross-functional partners in a fast pace environment
Experience with large data sets with the ability to perform daily reports and analysis, including KPI’s,
CLV, RFM, Churn, Customer Repository Size, and Intended Loyalty