Loyalty Program Manager (marketing)
Position Description: The Customer Loyalty and Insights Manager is responsible for strategy, planning, execution and day-to-day leadership of the loyalty and insights programs. This role creates and executes strategies to increase customer retention, including the cultivation of research and insights to bring customer needs and wants to the forefront within the organization. This role helps drive customer data driven decision-making, business development and innovation across the organization.
Duties and Responsibilities
Leadership -Understands and models company culture. Influences, motivates and inspires others. . Delivers exceptional service and demonstrates friendly and attentive behaviors with internal and external customers.
-Embraces change and continuous improvement.
-Builds trust and respect through dependability, organization and follow through.
-Communication style is confident, informative, adaptive and effective, utilizing varied methods and active listening skills.
-Develops strong internal partnerships and contributes to a positive and collaborative work environment.
-Demonstrates adaptability, flexibility and creativity in problem-solving and is solutions-oriented.
-Utilizes strategic thinking, data and industry knowledge, and calculated risk-taking to create competitive advantage.
-Plans for the future by setting clear and attainable goals.
-Demonstrates ability to multi-task and manage own time. Adjusts priorities, productivity, efficiency and speed based on needs of department.
-Demonstrates self-awareness and seeks opportunities for professional growth. Seeks and responds positively to feedback.
-Communicates in a professional and constructive manner.
-Responds to and follows through on emails and other communications in a timely manner.
-Observes all store rules and policies as listed in the Staff Handbook, Operations Manual, and any other official NSM document or manual.
-Acts as a steward of company resources and Vision/Mission/Values by modeling and promoting sustainable behaviors/operations.
Position Specific Functions
-Leads, develops, manages loyalty and insights programs including online customer panel, consumer market research and digitally based loyalty program..
-Leads the evolution and roadmap for loyalty program development.
--Partners cross-functionally with IT, Merchandising and Operations in planning and rolling out new program phases.
-Champion’s customer-centricity across the company and implements customer focused program recommendations, optimizations and innovations.
-Develops and maintains short and long-term roadmap for loyalty & insights marketing program evolution.
-Leads and oversees the integration of the loyalty program and customer insights into marketing and business initiatives. Partners with other marketing managers in the development of integrated marketing plans.
-Leads loyalty program positioning throughout marketing campaigns and across all marketing channels. Leverages customer data to develop & implement targeted campaigns to increase sales and strengthen customer loyalty.
Employs a test – learn - optimize approach.
-Manages the collection, analysis and synthesis of data from multiple sources and leverages insights gleaned to develop, optimize, recommend customer retention initiatives and business strategies.
-Manages master customer database and facilitates integration with all data points and digital technologies to enrich customer data and enhance programs.
-Maintains working knowledge of competitive and grocery retail landscape, paying close attention to customer insight, loyalty and marketing programs. Shares and leverages findings in developing strategies.
-Stays abreast of and leverages consumer trends beyond , particularly as it relates to loyalty and insights opportunities.
-Uses customer data to identify and anticipate key customer trends to enhance loyalty and marketing programs, create relevant customer experiences and foster long-term customer relationships.
-Evaluates and recommends the selection of new loyalty marketing and insights vendors, platforms and/or technologies. Manages current vendor relationships.
-Collaborates with agencies and other vendors to launch programs and gather data.
-Cultivates strong relationships and collaborates regularly with Stores and Store Support Teams to unify loyalty and insights efforts with holistic company strategies. Regularly presents actionable customer insights across the company.
-Manages loyalty and insights budget.
-Upholds a high standard for customer data privacy.
-Oversees, coaches, and guides loyalty & insights team members. Performs other tasks and duties as assigned. Facilities, Sanitation, Work Safety and Food Safety Adheres to work and food safety policies set forth by the company and regulatory agencies. Contributes to all-office cleanliness. Maintains equipment; informs department/office management of any problems. Reports all safety concerns and work related injuries to management. Tools and Equipment Used This position may be required to use the following tools and equipment: office equipment, computer, printer, scanner, camera and video equipment. Position Requirements In accordance with the Americans with Disabilities Act, the ADA Amendments Act of 2008, and other applicable state or local law, we will make reasonable accommodations to qualified applicants and employees with disabilities.
Qualifications and Experience
Minimum of 5-7 years of loyalty program management experience in a retail environment required. Bachelor’s Degree in Marketing, Business or related field or equivalent experience required. In-depth understanding of marketing principles and digital marketing channels. Advanced proficiency with Microsoft Word, Outlook, Excel and PowerPoint, with skills to learn new computer programs and systems. Experience using digital analytics tools like Google Analytics preferred. Demonstrated aptitude to work at both a strategic/conceptual level as well as a tactical/implementation level. Demonstrated ability to supervise, coach, and train others and delegate work effectively. Demonstrated experience working with cross-functional teams and stakeholders, with skills to build strong relationships, solicit and incorporate input. Excellent organizational and project management skills, with an eye for process improvement. Previous project management experience a plus. Collaborative, strategic thinker and problem solver, with a demonstrated ability to prioritize and work on multiple projects simultaneously. Demonstrated skills to collaborate and negotiate with cross-functional partners at all levels in the company. Strong analytical, critical thinking and data driven decision-making skills, and the ability to translate customer data into actionable business strategies. Experience working in a fast-paced, deadline-driven environment with ability to respond to urgent job responsibilities as they arise and flexible when priorities redirect. Excellent interpersonal skills, including tact and diplomacy, to communicate effectively and professionally with cross-functional partners at all levels in the company. Self-motivated, with ability to work independently and in a collaborative, cross-functional team environment. Excellent written and verbal communication skills. Ability to maintain confidentiality and exercise good judgment around sensitive information. Skills to read, understand and follow through on verbal and written instructions. Ability to maintain a flexible schedule in order to meet needs of the department. Ability to travel up to 2x/quarter. Physical Requirements Light work level Frequently required to sit, stand, walk, bend, stoop, reach, push and pull, twist and turn and grasp. Occasionally required to lift and carry 1-20 pounds, lift 21-50 pounds, push and/or pull 1-50 pounds; may require fine finger manipulations and repetitive motions with hands and feet. Work Environment Includes working in an office environment and occasionally in a variety of off-site environments, which may include working in refrigerated areas and on surfaces than can be wet and slippery. Typically maintains a moderate noise level. Working with exposure to dust, mold, gluten, fragrances and other fumes and airborne particles, fresh fruits, vegetables, house plants, and flowers. Occasionally working near and using common commercial cleaning agents and chemicals.
24 Seven is an award-winning creative staffing and recruiting firm that connects high caliber talent with leading brands, marketing departments, design firms, ad and interactive agencies. For nearly 20 years, 24 Seven has been providing temporary, temp-to-hire, direct hire and executive search solutions to leading organizations across many industries, including digital marketing, creative services, technology, e-commerce, fashion and beauty. We support our clients' evolving talent demands with offices in New York, London, Toronto, Los Angeles, Santa Monica, Orange County, San Francisco, Seattle, Portland, Chicago, Philadelphia and Atlanta.